topic Re: SOS - no service in Get Support

SOS - no service

Connor21 — Sat, 02 Mar 2024 22:58:25 GMT

Switched from Virgin to Public on Thurs and still no service/can't get a response from my ticket. I have restarted phone, reset the network settings, and still nothing. I already received email that Virgin got the notification to transfer my number, but I have zero Public service, please help!

Re: SOS - no service

hTideGnow — Sat, 02 Mar 2024 23:01:58 GMT

hi @Connor21 it is not a porting problem but an account or sim setup problem

test the sim on another phone. If same, please submit a ticket with CS Agent here using Chatbot. Click on the bubble and start by typing "Submit ticket", Choose "Contact Us" and then "Other". If any issue with ticket submission, you can then submit by direct message:

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

Re: SOS - no service

Connor21 — Sat, 02 Mar 2024 23:05:05 GMT

we chose the e-Sim option

Re: SOS - no service

softech — Sat, 02 Mar 2024 23:09:12 GMT

@Connor21

could be just a eSIM setup problem on your phone

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 is a QR code in your Welcome 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

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: SOS - no service

hTideGnow — Sat, 02 Mar 2024 23:10:06 GMT

hi @Connor21 check if the eSIM is on the phone and enabled. Check Sim Manager

Re: SOS - no service

fixin — Sat, 02 Mar 2024 23:11:37 GMT

@Connor21 - Try using the ChatBot link @softech provided.

Have you tried restarting your phone? Or did Virgin lock up your phone? Check in your Settings.

Re: SOS - no service

tchoo — Sat, 02 Mar 2024 23:22:12 GMT

I'm running into the same/similar issue as OP.

Initiated the phone number port, got the sms confirming the transfer, phone picked up the eSIM. However, no cell service or data.

When I try to log into the mobile app, it infinite loops back to the login screen after entering my credentials. I've tried clearing app storage and cache, still nothing. When I try logging into https://myaccount.publicmobile.ca/, it gives me a "Forbidden A1" error message. When I try to make a call, it says I don't have an active plan.

I've sent a message to CS_Agent.

@Connor21 I'll keep you posted if they get back to me on the resolution. Hope you're able to get everything working soon.

Re: SOS - no service

tchoo — Sun, 03 Mar 2024 18:14:07 GMT

@Connor21 , CS_Agent got back to me and resolved my service issue on their end.

As for the mobile app and website issues, they told me to wait 1 hour, clear the browser cookie/cache and reinstall the app. 🤞

Re: SOS - no service

hTideGnow — Sun, 03 Mar 2024 18:15:23 GMT

thanks @tchoo for the update

for access My account on the browser, best to always use Incognito/private/secret mode on your browser and then you don't need to worry about cache problem

Re: SOS - no service

tchoo — Sun, 03 Mar 2024 20:14:57 GMT

Waited an hour but still wasn't able to access My Account or the mobile app. I then let CS_Agent know and they were able to resolve it on their end. Everything is working now 🙂

Re: SOS - no service

hTideGnow — Sun, 03 Mar 2024 20:16:42 GMT

happy to see it all resolved @tchoo

yes, the support with PM is not bad, just need a bit of time 🙂