topic Re: no service in Get Support

no service

Adrieyl — Fri, 01 Dec 2023 23:35:38 GMT

Please help.. I have no service since this morning. This is the first time this is happening since joining Public Mobile a few years ago. I've tried turning off my phone and turning it back on but that doesn't work. It only works on wifi but no service from public mobile. Please help.

Thank you,

Re: no service

computergeek541 — Fri, 01 Dec 2023 23:38:01 GMT

@Adrieyl wrote:
Please help.. I have no service since this morning. This is the first time this is happening since joining Public Mobile a few years ago. I've tried turning off my phone and turning it back on but that doesn't work. It only works on wifi but no service from public mobile. Please help.

This could be a network outage. Are others in your area also having network problems?

Re: no service

Adrieyl — Fri, 01 Dec 2023 23:38:56 GMT

no, everyone else has service. they are not with public mobile though

Re: no service

Phil_Adelphus — Fri, 01 Dec 2023 23:50:12 GMT

@Adrieyl Are any of them with Telus or Koodo?

Re: no service

Adrieyl — Fri, 01 Dec 2023 23:56:44 GMT

Yes, they just switched from Telus to Koodo

Re: no service

Adrieyl — Fri, 01 Dec 2023 23:57:58 GMT

Is it only Telus and Koodo customers that have service?

Re: no service

Phil_Adelphus — Sat, 02 Dec 2023 00:03:18 GMT

@Adrieyl If Telus and Koodo customer have service then Public Mobile should too since they're all on the Telus network, so unless there is something peculiar to PM it doesn't sound like a network outage. Try turning airplane mode on, wait a few minutes and then turn it back off again. If that doesn't work you can contact customer service for help via this link

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

An agent will reply to your community inbox (envelope icon top right, or at Messages under your avatar)

Re: no service

Adrieyl — Sat, 02 Dec 2023 00:03:50 GMT

Thank you. I will try this!

Re: no service

HALIMACS — Sat, 02 Dec 2023 00:06:43 GMT

Strangely enough, @Adrieyl , no one mentioned whether your account is active.

Is it?

What messaging do you hear when you dial 611? What on-screen messaging do you see when you login to your My Account screen?

It's possible your renewal failed due to a payment issue upon renewal. Check to see if that could be the issue. If so, make a payment to get services going again.

Give it a look and let us know.

Re: no service

Adrieyl — Sat, 02 Dec 2023 00:10:39 GMT

My account is active. That's not an issue. Trying the other suggestion. When I log into my account on the computer, everything looks fine. Shows my renewal, payments, usage data, etc. everything. Nothing outstanding or out of the ordinary.

Re: no service

HALIMACS — Sat, 02 Dec 2023 00:12:53 GMT

Well, that's good.

Can you try your PM SIM card in another device to see if perhaps a device issue? Did you get the device new from an authorized seller, or online from private sale?

While you're at it, perhaps try someone else's SIM card in your device to see if their service works in your device.

These troubleshooting options will help determine (network outage aside), whether you're dealing with an account or device issue.

Re: no service

Adrieyl — Sat, 02 Dec 2023 00:13:35 GMT

I will try these as well. Thank you

Re: no service

Adrieyl — Sat, 02 Dec 2023 00:14:28 GMT

when i dial 611, it says call failed

Re: no service

HALIMACS — Sat, 02 Dec 2023 00:16:08 GMT

Oh... what happens when you check the device blacklist. To do this, you'll need the device's IMEI number which you can get by dialing *#06#

Check the Status of Your Device in Canada | DeviceCheck.ca

Re: no service

Adrieyl — Sat, 02 Dec 2023 00:55:03 GMT

Turning airplane mode on etc. doesn't work. Trying other things suggested before I contact customer support. Thank you

Re: no service

Adrieyl — Sat, 02 Dec 2023 00:55:54 GMT

Simm card wrks in another device. I've been using the same device for over a year now.

Re: no service

Adrieyl — Sat, 02 Dec 2023 01:00:30 GMT

Will contact PM customer support. Apple says my carrier is rejecting my device so I have to contact them. Will let you know when it works. Thanks for your help.

Re: no service

HALIMACS — Sat, 02 Dec 2023 01:04:05 GMT

@Adrieyl

did you try the device checker link?

Re: no service

Adrieyl — Sat, 02 Dec 2023 01:06:00 GMT

I don't know where that number is ...

Re: no service

Adrieyl — Sat, 02 Dec 2023 01:07:10 GMT

Sorry, re-read your suggestion. My phone is still updating. I'll try after. Thanks,