topic Re: Help! Not Connected to Network?! in Get Support

Help! Not Connected to Network?!

gowellstaywell1 — Sun, 13 Oct 2024 21:32:49 GMT

I have been having problems sending and receiving texts for the last two days, but previously have always been able to resolve the issue my rebooting my phone. But now texts have completely stopped, and I cannot receive or make phone calls. I am told that I am not connected to a network. I have tried checking all the APN settings. My Samsung Galaxy S21 Android phone is all up to date and shows full bars for connection

Re: Help! Not Connected to Network?!

hTideGnow — Sun, 13 Oct 2024 21:39:55 GMT

hi @gowellstaywell1

are you in Vancouver ? there has been some problem for customers in Vancouver for the last 2 days

try changing the I'm talking to 3G or wcdma and see if it works

Re: Help! Not Connected to Network?!

Chalupa_Batman — Sun, 13 Oct 2024 21:49:39 GMT

Hello @gowellstaywell1

Go into your network settings and turn off automatic and try choosing Public Mobile then reboot. If that doesn't help, create a ticket and ask Public Mobile to reset your network on their end.

To submit a ticket with CS Agent using this Chatbot link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

Re: Help! Not Connected to Network?!

gowellstaywell1 — Mon, 14 Oct 2024 00:10:34 GMT

I was in Kelowna and am now in Calgary. It has not worked in either location.

I am not sure what you mean by, "try changing the I'm talking to 3G or wcdma." Can you clarify? Thanks for the help.

Re: Help! Not Connected to Network?!

gowellstaywell1 — Mon, 14 Oct 2024 00:14:07 GMT

Thanks for the help. PM does not show up as a network option for me. Just the big 3 carriers, Freedom, and one called 302131. I will try logging a support ticket as soon as I can get stable wifi

Re: Help! Not Connected to Network?!

Chalupa_Batman — Mon, 14 Oct 2024 00:41:16 GMT

@gowellstaywell1 wrote:
Thanks for the help. PM does not show up as a network option for me. Just the big 3 carriers, Freedom, and one called 302131. I will try logging a support ticket as soon as I can get stable wifi

OK. If Freedom is showing up, that means you don't have a Public Mobile SIM card either in your phone or it's not set as your primary. Go into your settings and pick Public Mobile as your Primary and then reboot. Then search again.

Re: Help! Not Connected to Network?!

gowellstaywell1 — Mon, 14 Oct 2024 05:44:11 GMT

Public Mobile is my only Sim

Re: Help! Not Connected to Network?!

gowellstaywell1 — Mon, 14 Oct 2024 05:54:37 GMT

Thanks for your help, by the way. Based on what you have said, I am guessing that my Sim card may need replacing. Unfortunately, this has happened just as I am on vacation and travelling. I am now in Lachine, QC (near Montreal), and I have just sent a private message to a Customer Service Agent using the link you provided to see if there is any way I can get a new SIM card while I am here

Re: Help! Not Connected to Network?!

Phil_Adelphus — Mon, 14 Oct 2024 10:36:07 GMT

@gowellstaywell1 Try a local Telus/Koodo store if you want to buy a new sim, the corporate stores carry them. Have you tried turning off the battery saver?

Re: Help! Not Connected to Network?!

hTideGnow — Mon, 14 Oct 2024 13:20:08 GMT

HI @gowellstaywell1

don't replace sim card, I don't think it is sim card problem, the sim is showing on your phone and it rarely have problem.

Open ticket with PM support and ask them to confirm and refresh your account on the system first.

And you have tried clearing the message cache yet? Since you have Android, if you are not using Google Message, download and set it as default and try

Re: Help! Not Connected to Network?!

gowellstaywell1 — Mon, 14 Oct 2024 20:51:02 GMT

Thanks. My battery protection is off.

Re: Help! Not Connected to Network?!

gowellstaywell1 — Wed, 16 Oct 2024 13:53:07 GMT

It is now my 4th day without cell service. SIM card connects to Public Mobile when I put it into my wife's iPhone, but in my Samsung Galaxy S21 it only shows me other networks and not Public Mobile. I have ensured that everything on my phone is up to date. Any suggestions?

Re: Help! Not Connected to Network?!

hTideGnow — Wed, 16 Oct 2024 13:57:19 GMT

HI @gowellstaywell1

if the sim works on another phone but not the S21, it is a device problem, not account or sim

check if your phone is blacklisted here (you might have an esim and physicl sim slots, check both IMEIs)

https://www.devicecheck.ca/check-status-device-canada/

if it shows clean, you might need to Reset the phone and check ( I know it is tough decision to reset, but this might be the only way to get it working)

Re: Help! Not Connected to Network?!

gowellstaywell1 — Wed, 16 Oct 2024 14:15:19 GMT

Thanks. I am not on the blacklist.

I suppose a hard reset is in my future but as I am on vacation I may be putting that off as I would need to go through my phone and see what is worth saving before I lose everything.

I am still curious as to why other carriers could show as available and not Public Mobile.

Re: Help! Not Connected to Network?!

hTideGnow — Wed, 16 Oct 2024 14:17:50 GMT

HI @gowellstaywell1 did you try changing the network mode to 3G or 4G (LTE) and check if the phone can see the PM network using those modes?

Re: Help! Not Connected to Network?!

gowellstaywell1 — Wed, 16 Oct 2024 14:30:38 GMT

Thanks. Yes, I have tried that. I have a 3G plan with PM, and when I try changing the network mode to 3G, I cannot see any carriers. I don't know much about phones, but does 3G use a separate antenna? I suppose it is possible that something happened to disrupt the physical connection to my 3G, since I haven't been able to find a software solution.

Re: Help! Not Connected to Network?!

gowellstaywell1 — Mon, 28 Oct 2024 05:48:23 GMT

Sorry for forgetting to post an update about this: it ended up being a hardware issue with my phone. When I got back home from vacation, I took the phone to our local Mobile Klinic. The technician there was able to find that a connection to the SIM card slot in my phone was loose. He was able to fix it and charg me for an hour of labour. The phone has worked well ever since. Thank you to all of you who helped me to rule out various software and network solutions.

Re: Help! Not Connected to Network?!

hTideGnow — Mon, 28 Oct 2024 13:47:39 GMT

hi @gowellstaywell1

thanks for the update. yes, as explained earlier, sim rarely failed and glad you didn't wasn't money for a new sim, but sadly, you have to pay for one hour labour to have that fixed. So, how much was it? around $100?

Re: Help! Not Connected to Network?!

gowellstaywell1 — Mon, 28 Oct 2024 14:00:31 GMT

I paid $70. Thanks again for your help in narrowing this down