topic Re: no service in Get Support

no service

George01 — Sun, 31 Dec 2023 02:33:56 GMT

i phone xr , i cant send or receive text or phone calls . already missed a day of work because of no phone . need help badly

Re: no service

Handy1 — Fri, 29 Dec 2023 16:04:36 GMT

@George01 Did your credit card expire . Is the account active ? Did you happen to have plan set to change on renewal ? . Have you tried to reboot the phone also check

Outage map in your area:

https://istheservicedowncanada.com/

if worst case submit ticket with support to investigate

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: no service

softech — Fri, 29 Dec 2023 16:06:48 GMT

@George01

new account or existing subscriber for sometime?

Try to reboot the phone, try click Reset Network Settings

Try your PM sim in aonther phone if you have one, it could force a sim reprovision and an resolve your problem quickly

And try your phone in another area, it could be a local network outage

If nothing work, open ticket with PM support and ask them to reprovision your account on the system:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: no service

George01 — Fri, 29 Dec 2023 16:08:01 GMT

tried all the above , i just signed up yesterday and my phone hasnt worked since . if i put the old sim ( lucky mobile ) back in it works fine but that sim is now expired and public isnt working

Re: no service

softech — Fri, 29 Dec 2023 16:09:36 GMT

@George01

If you cannot even make calls, your sim card was not provisioned properly. Easy fix for PM support, please open ticket with PM support , they will have it fixed quickly

Re: no service

Handy1 — Fri, 29 Dec 2023 16:09:36 GMT

@George01 Then use the link to supports sounds like the sim needs to be reprovisioned on the back end

Re: no service

BKNS27 — Fri, 29 Dec 2023 16:22:12 GMT

@George01

If the old SIM works then it sounds like porting was incomplete. Just reach out to a CS_Agent to complete the porting.

Re: no service

George01 — Fri, 29 Dec 2023 16:25:12 GMT

been trying to get help from service since yesterday , one agent said they reprovisioned and havent heard from them again and i still have no service . my wife was gonna switch after i did but not now

Re: no service

BKNS27 — Fri, 29 Dec 2023 16:29:18 GMT

@George01

After the CS_Agent re-provision the SIM, did you reboot your phone? Power off your phone wait for about 10 second and power back on to see if that works.

Re: no service

George01 — Fri, 29 Dec 2023 16:31:31 GMT

yes i actually updated as well , but if i shut off my wifi i have no service at all

Re: no service

BKNS27 — Fri, 29 Dec 2023 16:35:51 GMT

@George01

Then best to private message Lucan (agent) back and they can retry again.

Just curious, did you reply with YES to confirm the porting process with the Lucky SIM in your phone within the 90 minute window?

Re: no service

softech — Fri, 29 Dec 2023 16:36:11 GMT

@George01 wrote:
yes i actually updated as well , but if i shut off my wifi i have no service at all

@George01 Wifi would have no connection with your voice calls

First, can your sim connects to PM network?

Can you make outgoing calls?

Can you receive incoming calls?

does data work while wifi is off?.

Re: no service

George01 — Fri, 29 Dec 2023 16:36:25 GMT

yes i did and now that service is expired .

Re: no service

George01 — Fri, 29 Dec 2023 16:41:28 GMT

i can make out going calls but cant receive any , data seems to work . not sure what you mean by "can your sim connects to PM network"

Re: no service

softech — Fri, 29 Dec 2023 16:45:50 GMT

@George01 wrote:
i can make out going calls but cant receive any , data seems to work . not sure what you mean by "can your sim connects to PM network"

@George01

since you can make outgoing calls, your sim is connecting to PM network

But since you cannot receive incoming calls, it seems your porting was not completed.

Was your Lucky account active when you request porting? did you ever get a text from Lucky asking your permission to port the number? did you reply YES within 90 mins? If porting really not done, you need to reactivate your Lucky account so PM can request the port with Lucky mobile (an activate account from source provider is needed for all porting request)

There is a number to call to talk to live support, they can re-trigger the process for you. I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. Call them and get it fixed

Re: no service

George01 — Fri, 29 Dec 2023 16:56:12 GMT

reactivating lucky is not an option as it is almost 50 bucks to do that , i would rather just change my number

Re: no service

Phil_Adelphus — Fri, 29 Dec 2023 18:22:05 GMT

@George01 Hopefully you won't need to change your number. Did you call the porting team phone number that @softech gave you?

Re: no service

George01 — Fri, 29 Dec 2023 19:48:15 GMT

they told me they were koodo and wouldn't help so i changed my number and still struggling with getting things to work . if i leave the house i have nothing even though i have wifi turned off at home and have 30g of data , nothing works unless i am home and it makes absolutely no sense to me . thinking new phone and new provider by end of day if it wasn't soo expensive

Re: no service

Phil_Adelphus — Fri, 29 Dec 2023 20:16:43 GMT

@George01 Yes they are Koodo but they usually also do PM. It seems once in a while unfortunately there is someone at the porting team that doesn't think they do Public Mobile ports but we are giving out that number frequently without problems. Rather than try again and hope to get someone else, send a private message to Public Mobile support as suggested earlier, if you haven't already done that. The link again is

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