topic Still not connected to network in Get Support

Still not connected to network

Kaakaaki — Wed, 03 Jan 2024 03:56:08 GMT

Went through activation process. Talked to an agent and gave account number to transfer number 5 hours ago and he said it would be done in about an hour. Now my phone says it’s in SOS mode so no network connection. Meanwhile in settings it’s still showing old carrier.

Re: Still not connected to network

softech — Wed, 03 Jan 2024 03:58:53 GMT

@Kaakaaki

physical sim or eSIM?

look like it wasn't provisioned properly yet. If you have been contacting PM support, please reply them and ask them to reprovision the sim/account

Re: Still not connected to network

Chalupa_Batman — Wed, 03 Jan 2024 03:59:41 GMT

If it's still showing old carrier, it means your old SIM card is still in it. Place your Public Mobile SIM card in it. And if you got an eSIM, go into your SIM settings and chose the PM eSIM as your primary and then reboot. 🙂

Re: Still not connected to network

Handy1 — Wed, 03 Jan 2024 04:05:31 GMT

@Kaakaaki you will need to contact support again and have them re provision the SIM / refresh your account

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Still not connected to network

Kaakaaki — Wed, 03 Jan 2024 04:17:10 GMT

Thank you!

Re: Still not connected to network

Chalupa_Batman — Wed, 03 Jan 2024 04:19:01 GMT

I'm confused @Kaakaaki if it's still showing the old carriers name, it's because their SIM card is still in the phone. Or you had an eSIM from them and it's listed as the primary. If that is the case, just switch the primary to PM.

Re: Still not connected to network

Kaakaaki — Wed, 03 Jan 2024 04:20:52 GMT

I tried to convert to eSIM on in cellular settings so I could take it out but it won’t convert.

Re: Still not connected to network

Kaakaaki — Wed, 03 Jan 2024 04:26:15 GMT

What is switching primary to pm?

Re: Still not connected to network

softech — Wed, 03 Jan 2024 04:27:40 GMT

@Kaakaaki

it could be just an esim installation issue

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself.

If you missed the step to install by the app, there might be a QR code from a PM email Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, please open ticket with PM support

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: Still not connected to network

Chalupa_Batman — Wed, 03 Jan 2024 04:33:29 GMT

iPhone

Go to Settings. Tap either Cellular or Mobile Data. Tap the number you want to change. Tap each option and set it as you normally would.

Android

On your Android device, go to > Settings > Connections > SIM card manager.
You can switch on or switch off the eSIM profile on this page.
Under the section Preferred SIM Card, you can select which SIM card will be used for calls, text messages and mobile data.

Re: Still not connected to network

Kaakaaki — Wed, 03 Jan 2024 04:34:49 GMT

It’s iphone.

Re: Still not connected to network

softech — Wed, 03 Jan 2024 04:39:03 GMT

@Kaakaaki

check Settings > Cellular, do you see any PM eSIM installed there?

if not, you got any QR code via email from PM?

Re: Still not connected to network

Kaakaaki — Wed, 03 Jan 2024 04:43:45 GMT

Add eSIM option in cellular doesn’t work. At doesn’t work either. I removed sim and still doesn’t work.

Re: Still not connected to network

softech — Wed, 03 Jan 2024 04:45:12 GMT

@Kaakaaki wrote:
Add eSIM option in cellular doesn’t work. At doesn’t work either. I removed sim and still doesn’t work.

@Kaakaaki

you need to QR code to manually install it. Question is , do you see one in the email or in the app

If not, you will need PM support to send you one. So, open ticket with PM support is the way to do

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: Still not connected to network

Kaakaaki — Wed, 03 Jan 2024 04:47:37 GMT

I tried scanning the QR it doesn’t work either

Re: Still not connected to network

softech — Wed, 03 Jan 2024 04:49:28 GMT

@Kaakaaki

there is no Public Mobile eSIM in the Settings >Cellular screen?

how many sim showing there?

and that QR code you tried to scan, that was never installed on another device?

Re: Still not connected to network

Kaakaaki — Wed, 03 Jan 2024 04:55:56 GMT

No public mobile sim showing. Just got QR today. Not working. Only one sim showing.

Re: Still not connected to network

Kaakaaki — Wed, 03 Jan 2024 04:59:22 GMT

I’ll have to pick this up tomorrow. Hopefully I won’t lose my number.