topic Re: Won't connect in Get Support

Won't connect

MajPayne — Sun, 25 Feb 2024 17:52:41 GMT

Just installed a new SIM and phone won't connect to network and there's no support.

Any chance getting help?

Re: Won't connect

hTideGnow — Sun, 25 Feb 2024 17:54:23 GMT

hi @MajPayne

physical sim card?

do you have another phone to test? Try click Reset All networks

if esim, make sure you removed all other physical sim card

if still not able to connect, probably just setup problem, CS agent can help. please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Won't connect

Chalupa_Batman — Sun, 25 Feb 2024 17:56:26 GMT

First and foremost, did you log into your account to change your account to the new SIM card number?

Re: Won't connect

MajPayne — Sun, 25 Feb 2024 17:58:10 GMT

I just bought a new phone and got a new sim card at the store.
I bought the plan and now they asking to confirm a code via text message but my phone wont connect to the public mobile network.

Re: Won't connect

Dunkman — Sun, 25 Feb 2024 17:58:51 GMT

@MajPayne

More details would be helpful. Community members on the forum are customers like yourself. Offering troubleshooting advice. Unable to access account information.

New customer? Did you port over your number? If new activation, did you finish your activation via the PM app. Physical SIM versus eSIM? The more details the better.

Sometimes a simple reboot of phone solves the problem.

Re: Won't connect

Chalupa_Batman — Sun, 25 Feb 2024 17:59:42 GMT

Oh. Ya. That happens often. Here, try this.

Can’t get the 6 digit 2FA code to your phone?

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********. But it’s not working!!! As you see by the screenshot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your keypad.

You should now be able to get into your account.

Created by Chalupa Batman

Re: Won't connect

Dunkman — Sun, 25 Feb 2024 18:00:31 GMT

@MajPayne wrote:
I just bought a new phone and got a new sim card at the store.
I bought the plan and now they asking to confirm a code via text message but my phone wont connect to the public mobile network.

@MajPayne

Did you download the Public mobile app to finish the activation?

Re: Won't connect

hTideGnow — Sun, 25 Feb 2024 18:02:16 GMT

HI @MajPayne

is the QR code ask you to download the PM app? if it is , downlload it via Wifi and finish the activation, you are not done yet if you have not got to phone number choosing or porting phone number

Re: Won't connect

MajPayne — Sun, 25 Feb 2024 18:02:43 GMT

yes! i did the activation via the app (using wifi).
Now its asking me to verify the account via text message.
But i cant connect to network to receive the txt.

Re: Won't connect

MajPayne — Sun, 25 Feb 2024 18:04:20 GMT

this is where im stuck. Phone wont connect to network.

Re: Won't connect

Chalupa_Batman — Sun, 25 Feb 2024 18:07:01 GMT

keep clicking on Resend Code

Re: Won't connect

Dunkman — Sun, 25 Feb 2024 18:08:23 GMT

@MajPayne wrote:
yes! i did the activation via the app (using wifi).
Now its asking me to verify the account via text message.
But i cant connect to network to receive the txt.

@MajPayne

Did you choose a new phone number? Or port over a number?

Re: Won't connect

MajPayne — Sun, 25 Feb 2024 18:08:54 GMT

new number.

Re: Won't connect

MajPayne — Sun, 25 Feb 2024 18:09:08 GMT

I did that about 50 times now haha

Re: Won't connect

hTideGnow — Sun, 25 Feb 2024 18:11:48 GMT

hi @MajPayne

esim or physical sim?

Re: Won't connect

Chalupa_Batman — Sun, 25 Feb 2024 18:13:05 GMT

@MajPayne wrote:

I just bought a new phone and got a new sim card at the store.

🙂

Re: Won't connect

MajPayne — Sun, 25 Feb 2024 18:13:26 GMT

Im an idiot, I needed to restart the phone 🙈 thanks everyone. Have a great day.

Re: Won't connect

Chalupa_Batman — Sun, 25 Feb 2024 18:15:33 GMT

That is odd. It seems you were able to pick a phone number cause it wants to send it to you. And for some reason it doesn't want to send to your email. Crazy system.

Maybe it's time to reach out to a CS Agent to fix that for you. Here's the link.

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

Just know that due to these new promo's that came out, there is about a 12 hour wait time. Don't let that detour you. These prices are awesome. And once you're in, you'll love it.

Re: Won't connect

Dunkman — Sun, 25 Feb 2024 18:16:34 GMT

@MajPayne wrote:
Im an idiot, I needed to restart the phone 🙈 thanks everyone. Have a great day.

@MajPayne

That is great to hear. Welcome to public mobile. I did mention a reboot of the phone earlier. As long as everything is working, that is great.