topic Re: Do any issues actually get solved?? in Get Support

Do any issues actually get solved??

RubyA — Wed, 25 Oct 2023 22:48:47 GMT

I have been paying for no service since september. Reaching out online and actually making contact with someone is close to impossible. And when I actually did, all that happened was the agent talked in circles... pretty similar to the whole Public Mobile online set up. I had such a good plan that is why i liked them, however when i came back from overseas and reinserted my sim it hasnt been working. I even got a new phone and it was working fine for 3 months. Now all of a sudden it says 'Unregistered sim" and the agent is of no help. I gave him my Imie number and my sim number and asked for an IT person, all he can do is tell me it's a phone issue (phone is unlocked and new) or its a sim issue (sim works in other phones). Now i know the dangers of going with smaller providers.

Re: Do any issues actually get solved??

Chalupa_Batman — Wed, 25 Oct 2023 22:52:08 GMT

Hi @RubyA

Go to your PM and click on the inbox arrow to where it says sent. Click on the very last message that was sent and say you would like to escalate this to a manager and you'd like to be called. Force their hand!

Re: Do any issues actually get solved??

TheSterlinger — Wed, 25 Oct 2023 23:03:21 GMT

This is not a solution just a suggestion

Perhaps try getting a new sim and using that one instead. It could be a issue on PM’s side or just the sim itself.

Re: Do any issues actually get solved??

maximum_gato — Wed, 25 Oct 2023 23:06:04 GMT

@RubyA

It sounds slightly similar to a weird glitch that @dust2dust had with their phone that required a fair amount of troubleshooting with a telus tech along with other community members brainstorming a possible fix.

What is the make and model of your device? Did the most recent issue occur immediately after renewal? Do other providers Sim cards also work in your phone? ie. Bell or Roger's?

Re: Do any issues actually get solved??

Yummy — Wed, 25 Oct 2023 23:10:32 GMT

Interesting...

Every issue I had was resolved in a timely manner to my full benefit and satisfaction. I never expected issue to be resolved within 5 minutes and some took few days but at the end 100% satisfaction.

Re: Do any issues actually get solved??

dust2dust — Wed, 25 Oct 2023 23:23:09 GMT

@maximum_gato- I had a weird calling-in problem. Not sure about this one.

@RubyA- Maybe run that IMEI through devicecheck.ca to rule that out.

Re: Do any issues actually get solved??

HALIMACS — Wed, 25 Oct 2023 23:32:32 GMT

@RubyA , where precisely did you attain the phone from? A private seller, or a store?

What happens when you use another SIM card (from another provider) in the device? Do all calling functions (calling, texting, & data) function?

Re: Do any issues actually get solved??

Korth_ — Thu, 26 Oct 2023 00:59:43 GMT

@RubyA

"Unregistered SIM" (and "Invalid SIM", and "SIM not recognized") always indicates one of two things:

1) The phone is carrier-locked. Will only work with SIM cards issued by the operator which installed the lock. Contrary to what the owner of the phone might believe, might have been told, might have been promised.

2) The SIM card is faulty. They're made as cheap as possible, about $0.12 each in bulk. And they're deliberately engineered to fail in certain circumstances (for security reasons).

You can test your PM SIM card in another working phone which you know is unlocked. (A phone which you can confirm works with SIM cards from two or more different networks/providers.)

You can order a new PM SIM card, login Self-Serve to activate it, then stick it in your phone and reboot.

I think there's really nothing that PM can do for you, aside from perhaps sending you a PM SIM card or credit on your account for the price of a PM SIM card.

Re: Do any issues actually get solved??

Phil_Adelphus — Thu, 26 Oct 2023 01:28:46 GMT

@RubyA " when i came back from overseas and reinserted my sim it hasnt been working. I even got a new phone and it was working fine for 3 months. Now all of a sudden it says 'Unregistered sim"

Can you clarify please? The phone wasn't working when you came back from overseas, so when was it working fine for 3 months? Have you confirmed that your PM account is still active? I imagine the CS agent would have done that but just to be sure.

Re: Do any issues actually get solved??

DennyCrane — Thu, 26 Oct 2023 03:42:36 GMT

Did the account deactivate when you were overseas? After 90 days of mon payment the account closes and the sim becomes invalid. Once a sim is deactivated it cannot be activated again, so you'll need a new sim.

If you do end up getting a new sim, do not order it directly from Public Mobile, otherwise you'll have a whole other problem on your hands. Find a local corporate Telus or Koodo store to see if they have stock, or order from Amazon.

Re: Do any issues actually get solved??

RubyA — Thu, 26 Oct 2023 03:53:03 GMT

My phone was an iphone, and I took out my sim card to used a local one when I was traveling. When i returned to canada, I put the PM sim back in my Iphone, but it was not connecting; "No Service", this was in September and I contacted PM many times, I even contacted Telus and went to the Apple store. So my husband gave me a brand new samsung to use and the sim was working in that fine, for the past 3 months. The samsung is unlocked and new, the sim works in other phones. However today the message on my samsung is saying the sim is unregistered. I have told the CS this and asked if he can check my account but he just seems interested in arguing back and forth for the entire day with me instead.

Re: Do any issues actually get solved??

RubyA — Thu, 26 Oct 2023 03:55:39 GMT

I put the sim in 3 different phones, it works fine in them. The phone that i have been using since I returned from overseas is a brand new, unlocked phone. I could order a new sim, but if my phone is 'inactive' or 'suspended', I don't know what good that would do. I just wanted the CS to let me know..

Re: Do any issues actually get solved??

RubyA — Thu, 26 Oct 2023 03:56:07 GMT

Everything works fine with other sim cards...

Re: Do any issues actually get solved??

RubyA — Thu, 26 Oct 2023 03:59:53 GMT

My original phone is an Iphone 8 plus, so yes it is old. My new phone in which the sim has been working is a Samsung Galaxy S23, other sims work in this phone.. just the weird message today after so long is very confusing.

Re: Do any issues actually get solved??

dust2dust — Thu, 26 Oct 2023 07:17:45 GMT

Did you get around to checking devicecheck.ca?

Re: Do any issues actually get solved??

Phil_Adelphus — Thu, 26 Oct 2023 10:09:53 GMT

@RubyA So, to confirm (1) the PM sim card works in other phones and (2) the phone with the problem works with other sims. Are the other sims that work in it from Telus, Koodo or PM?

Re: Do any issues actually get solved??

gpixel — Thu, 26 Oct 2023 13:07:51 GMT

@RubyA

try deleting any overseas sim information. reset your network settings and delete the APN values. especially if there are other providers stored on the device

Re: Do any issues actually get solved??

softech — Thu, 26 Oct 2023 13:19:02 GMT

@RubyA wrote:
I put the sim in 3 different phones, it works fine in them. The phone that i have been using since I returned from overseas is a brand new, unlocked phone.

@RubyA

Make sure all non-PM esim are disabled (or even deleted)

Also, make sure all VPN Profiles are deleted. The VPN profile is a common issue when people come back from travel

Re: Do any issues actually get solved??

hTideGnow — Thu, 26 Oct 2023 13:19:13 GMT

HI @RubyA

what is the error message?

Try to Reset the phone to Factory default once with your PM sim card inside.

Re: Do any issues actually get solved??

Phil_Adelphus — Thu, 26 Oct 2023 13:32:09 GMT

@hTideGnow "Try to Reset the phone to Factory default once with your PM sim card inside. "

Wouldn't that be an absolutely last resort since it wipes everything? The error message is "unregistered sim"