topic Re: Service not working in Get Support

Service not working

Bigknuckles — Sat, 23 Nov 2024 22:30:56 GMT

Last night I signed up for a Public Mobile plan. I ported over my number from another provider. I tried three different eSIMs and have now tried a physical SIM and still don’t have service. I can receive phone calls, but they all show up from unknown number. When I try to make calls, I get the following message: “7B1. Your phone is not activated on the network. Please call client care for more information.”

I also have no data and cannot send or receive SMS/MMS.

I called my previous provider and they confirmed that my number ported over and is now registered with Telus.

I submitted a ticket and the agent told me that everything looks fine on their end.

I’m using an iPhone 14 with the most current iOS.

Re: Service not working

Handy1 — Sat, 23 Nov 2024 22:31:50 GMT

@Bigknuckles

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Service not working

Bigknuckles — Sat, 23 Nov 2024 22:40:04 GMT

Thanks for the suggestion. I did that already.

The reply was: “I carefully investigated the account and on our end everything seems to be alright. I made a network refresh from the system, please turn off/turn on the device and test the services.”

Nothing changed. It’s at that point that I went out and bought the physical SIM card from Telus and used the app to update the SIM on my account. I’m now two hours into activating it and it still doesn’t work.

I’ve updated CS_Agent and have yet to receive a reply. An earlier response indicated that they’ve escalated it to technical support but I’m looking at 48 business hours for resolution.

Re: Service not working

hTideGnow — Sat, 23 Nov 2024 22:43:15 GMT

hi @Bigknuckles you said you even tried physical sim, did you ask PM support to update the sim card number? Can you login My Account and check Profile page and confirm od the sim card number matches?

and Reset Network Settings on the phone and make sure both iOS and Carrier Profile are updated

Re: Service not working

Handy1 — Sat, 23 Nov 2024 22:45:22 GMT

@Bigknuckles Wow ok that’s gotta be frustrating but if your already submitted ticket you just need to way for them to reply to your community inbox for resolve

or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Service not working

Bigknuckles — Sat, 23 Nov 2024 22:59:36 GMT

@hTideGnow, I used the app on my phone to update my SIM card to the physical one that I purchased and installed. I verified that the number reflected in my account matches the number on the card.

I've reset the Network Settings... still nothing. When I navigate to Settings -> About and look at the Physical SIM, when I click on Network it says "SIM not provisioned".

Re: Service not working

Handy1 — Sat, 23 Nov 2024 23:05:02 GMT

@Bigknuckles Is it possible for you to try the SIM card in another phone to test sometimes that can force the sim card to re provision itself . Otherwise you will have to continue to work with support to fix

Re: Service not working

Bigknuckles — Sat, 23 Nov 2024 23:12:56 GMT

@Handy1 - I like your thinking. I tried it, but it still didn't work. Sigh.

Re: Service not working

Handy1 — Sat, 23 Nov 2024 23:22:42 GMT

@Bigknuckles Can you try a known to work Telus / Koodo or public mobile sim in your phone to test sometimes. I wonder is your phone locked to another carrier by any chance could help rule out if this is account issue or device issue . Though it appears to be account issue and unfortunately your at the mercy of support to make it right

Re: Service not working

hTideGnow — Sat, 23 Nov 2024 23:28:01 GMT

hi @Bigknuckles

you will have to ask support to help to check the sim and account then

you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Service not working

Bigknuckles — Sat, 23 Nov 2024 23:29:13 GMT

@Handy1 , I’ll see if I can track a SIM down. I did reach out to my previous carrier. They checked a couple of systems. One, they confirmed that I’m no longer on their system. The second one confirmed that my number is now with Telus.

I asked the agent if they had to change something at their end because I switched from eSIM to physical SIM. They said, “

The SIM card was already assigned but I found some errors on our back end that needs to be fixed. My advice is to wait until we will have a resolution from the technical support department.”

Re: Service not working

Bigknuckles — Sat, 23 Nov 2024 23:30:26 GMT

@hTideGnow, yeah it’s in their hands. Now I’m stuck waiting for technical support team to figure it out.

Re: Service not working

computergeek541 — Sun, 24 Nov 2024 06:08:55 GMT

self solution removed

Re: Service not working

Bigknuckles — Sun, 24 Nov 2024 11:45:14 GMT

Tech support got service working. Sort of. iMessage and FaceTime cannot verify my phone number now. 🙄

Re: Service not working

Handy1 — Sun, 24 Nov 2024 12:33:23 GMT

@Bigknuckles .turn off iMessage and turn off face time . Then go to setting general and at bottom you see “shy down” blue letters

tap it and wait 2-3 mins , then reboot the phone and turn face time and iMessage back on and it should verify your number and work again for iMessage and show you number ✅ for send and receive

Re: Service not working

Bigknuckles — Sun, 24 Nov 2024 19:30:25 GMT

@Handy1 , thanks, I’ve tried it. Didn’t work. I also tried resetting my network settings.

Re: Service not working

hTideGnow — Sun, 24 Nov 2024 19:32:22 GMT

HI @Bigknuckles

you will have to wait and try again. This is just a Apple issue, try back in an hour or in a day

Re: Service not working

Bigknuckles — Mon, 25 Nov 2024 01:30:32 GMT

The Agent escalated it to a technician.
It’s been resolved. I’m fully functional now. Thanks to the community for the help!