topic Re: brand new customer with no service in Get Support

brand new customer with no service

rich4554mc — Wed, 23 Apr 2025 15:02:10 GMT

Hi. I signed up for public mobile yesterday and I still cannot receive calls or texts. my sim card shows unknown number. I tried contacting customer service but no one is getting back to me. What am I suppose to do?

Re: brand new customer with no service

Chalupa_Batman — Wed, 23 Apr 2025 15:03:35 GMT

@rich4554mc wrote:
Hi. I signed up for public mobile yesterday and I still cannot receive calls or texts. my sim card shows unknown number. I tried contacting customer service but no one is getting back to me. What am I suppose to do?

Hello @rich4554mc

First, try rebooting the phone. Second, if that doesn't work, have you tried the SIM card in a different phone? Does your phone show SOS up top or Public Mobile?

Re: brand new customer with no service

slusagm — Wed, 23 Apr 2025 15:08:44 GMT

did you try message PM ? check inbox to see if they replied

if not, message them again

And for your problem, make sure you removed the old sim card, or disable the old esim. With PM sim , make sure it is enabled (or Turn on this line is on) and set as Primary. Reset network settings once

Re: brand new customer with no service

rich4554mc — Wed, 23 Apr 2025 15:09:13 GMT

I tried rebooting the phone many times. also tried resetting network. I just tried putting the sim into another phone and it still shows number unknown when I search the sim information. there is no SOS and my internet works

Re: brand new customer with no service

rich4554mc — Wed, 23 Apr 2025 15:12:48 GMT

I tried messaging PM through cs_agent but have not got any responses. the old sim is removed and only the PM sim is installed. there is no ESIM. the sim information shows enabled and in the primary spot. my internet works but cannot send/ receive SMS or phone calls due to SIM showing unknown phone number.

Re: brand new customer with no service

eddieO — Wed, 23 Apr 2025 15:14:40 GMT

@rich4554mc since you have tried the suggestions already shared I would try reaching out to a support agent again if it's been more than half a day, they do typically respond within a few hours though.

To send a private message to support:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

make sure to keep an eye on your inbox (top right corner should be an icon of an envelope)

Re: brand new customer with no service

slusagm — Wed, 23 Apr 2025 15:15:42 GMT

do you have iPhone or Android?

But try Reboot phone once more, then Reset Network Settings and it should update the phone number

if you are using iPhone, manually remove the number on the settings menu. Then reboot phone again, and enter the number back manually after reboot

Re: brand new customer with no service

Chalupa_Batman — Wed, 23 Apr 2025 15:22:31 GMT

@rich4554mc wrote:
I tried rebooting the phone many times. also tried resetting network. I just tried putting the sim into another phone and it still shows number unknown when I search the sim information. there is no SOS and my internet works

That is odd. I did some research and found that a CS Agent was able to resolve it. Try this. And if you wouldn't mind coming back and sharing how they resolved it so we may help others, it would be appreciated.

EDIT: I found this on another forum and it was marked as a solution.

Open the dialer on your phone, then enter *31# then the green phone or call button. You should get confirmation of "Outgoing Caller ID. Service was enabled. Then reboot the phone.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: brand new customer with no service

rich4554mc — Wed, 23 Apr 2025 15:26:08 GMT

ok. I just submitted a ticket the way you described . I will let you know

Re: brand new customer with no service

rich4554mc — Wed, 23 Apr 2025 17:13:18 GMT

that seemed to work . an agent got back to me and figured out that the porting of the number didn't go through properly. he contacted Bell and they resent the porting request and withing 30 minutes I was up and running. thanks.