topic Re: Phone stuck on SOS, in Get Support

Phone stuck on SOS,

MaddyV — Fri, 16 Aug 2024 22:08:21 GMT

We put in the new SIM and followed all the instructions, yet we are STILL, 3 days later on SOS and cannot use the service.

Please help!!!

Re: Phone stuck on SOS,

softech — Fri, 16 Aug 2024 22:15:00 GMT

@MaddyV

look like it is a sim or account provisioning issue. Easy fix for PM and you just need to engage them by direct message here

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: Phone stuck on SOS,

hairbag1 — Fri, 16 Aug 2024 22:15:41 GMT

@MaddyV

some background info please...did you use the Public Mobile app to activate your new acct using a new PM sim ?

Re: Phone stuck on SOS,

MaddyV — Fri, 16 Aug 2024 23:02:32 GMT

Yes, we didd it thru public mobile ap. Also, problem not solved, I don't know why it says it is.

Re: Phone stuck on SOS,

MaddyV — Fri, 16 Aug 2024 23:06:37 GMT

Thanks. I tried that, they replied but told me to log Into community to private reply. How do I do that?

Re: Phone stuck on SOS,

Phil_Adelphus — Fri, 16 Aug 2024 23:10:29 GMT

@MaddyV Perhaps they mean by private message, in which case use this link to contact support

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

Re: Phone stuck on SOS,

MaddyV — Sun, 18 Aug 2024 03:07:35 GMT

This is the reply I get, but HOW DO I REPLY ???? There is nothing to reply to????

Hi MaddyV,

We are following your ticket to make sure that we answer to your request. If you will not answer to this email in 24H, your case will be automatically close.

Marius
Public Mobile CSA

Re: Phone stuck on SOS,

slusagm — Sun, 18 Aug 2024 03:38:16 GMT

@MaddyV

you just need to reply and tell PM support that issue is not resolved and ask them to troubleshoot further or ask them to provide more suggestions

Re: Phone stuck on SOS,

MaddyV — Mon, 19 Aug 2024 07:12:17 GMT

Ok I recently tried that, they said there was no further explaination. It’s still on SOS and I’ve received no help. What should I do?

Re: Phone stuck on SOS,

softech — Mon, 19 Aug 2024 07:13:25 GMT

Re: Phone stuck on SOS,

Phil_Adelphus — Mon, 19 Aug 2024 09:28:58 GMT

@MaddyV You say "suddenly I am not able to have service. So no data or texting". Is the phone still on SOS or does it now say no service? Do you mean it was working before but suddenly stopped? Is this a new account or have you been a customer for a while? Where did you get the sim card? What phone do you have and is it brand new or just new to you? If an iPhone there are some suggestions here:

https://support.apple.com/en-ca/120000

Re: Phone stuck on SOS,

slusagm — Mon, 19 Aug 2024 12:58:09 GMT

@MaddyV wrote:
suddenly I am not able to have service. So no data or texting.

So, it works briefly

are you using esim or physical sim? all your sim (pshyical and esim) from the old service provider are removed on the phone or deleted and only PM sim there in the phone?

if PM esim was used, did you enable Turn on this link and make that Primary?

if you checked all these. Ask PM to help. I don't think you can use Chatbot to open proper ticket,so, you will need to message PM instead:

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