topic Re: Just switched to public mobile and have no service after 12 hours in Get Support

Just switched to public mobile and have no service after 12 hours

meganator — Thu, 15 May 2025 14:38:55 GMT

Followed all the instructions and after swapping SIM cards and restarting my phone, it still shows no service 12 hours later. What do I do?

Re: Just switched to public mobile and have no service after 12 hours

hairbag1 — Thu, 15 May 2025 14:48:03 GMT

@meganator

~~did you attempt to port your old number in to your new Public Mobile account~~ ?

edited

Re: Just switched to public mobile and have no service after 12 hours

slusagm — Thu, 15 May 2025 14:43:23 GMT

this is unusual. Try reboot the phone, Reset network setting

check if you can login My Account and if it still shows Active

if you need PM, ask them by submit ticket.

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen
Or you can also message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Just switched to public mobile and have no service after 12 hours

computergeek541 — Thu, 15 May 2025 14:45:05 GMT

@meganator wrote:
Followed all the instructions and after swapping SIM cards and restarting my phone, it still shows no service 12 hours later. What do I do? Please expect a message usually within the next 30 minutes from a customer support agent.

This is most likely an account setup issue and you'll need a customer support agent to help. I've escalated this.

Re: Just switched to public mobile and have no service after 12 hours

meganator — Thu, 15 May 2025 14:44:41 GMT

Thank you. How long will it take to hear from someone? I need to go to work and need service asap.

Re: Just switched to public mobile and have no service after 12 hours

meganator — Thu, 15 May 2025 14:45:10 GMT

Yes, tried to port old number which was with Telus.

Re: Just switched to public mobile and have no service after 12 hours

computergeek541 — Thu, 15 May 2025 14:45:33 GMT

@hairbag1 wrote:
@meganator
did you attempt to port your old number in to your new Public Mobile account ?
added vid from Help Files...
https://www.publicmobile.ca/en/video-library/_video_content_youtube_video_transfer_number

When there is no service, this isn't an issue related to numberr porting.

Re: Just switched to public mobile and have no service after 12 hours

computergeek541 — Thu, 15 May 2025 14:46:27 GMT

@meganator wrote:
Thank you. How long will it take to hear from someone? I need to go to work and need service asap.

I would expect that a customer support agent should contact you within 30 minutes.

Re: Just switched to public mobile and have no service after 12 hours

meganator — Thu, 15 May 2025 14:48:16 GMT

How will they contact? By chat?

Re: Just switched to public mobile and have no service after 12 hours

computergeek541 — Thu, 15 May 2025 14:48:46 GMT

@meganator wrote:
How will they contact? By chat?

You'll receive a private message on this website from either CS_Agent or CSA_PM.

Re: Just switched to public mobile and have no service after 12 hours

slusagm — Thu, 15 May 2025 14:49:56 GMT

and were you able to receive incoming calls to your PM sim? and you sure you removed the Telus sim or disable Telus esim?

Re: Just switched to public mobile and have no service after 12 hours

meganator — Thu, 15 May 2025 14:52:07 GMT

No can’t receive or call others. Yes, swapped out the Telus SIM card and inserted the PM one.

Re: Just switched to public mobile and have no service after 12 hours

meganator — Thu, 15 May 2025 14:56:43 GMT

Tried restarting phone twice. I don’t have enough storage to even do reset network setting. 😞

Re: Just switched to public mobile and have no service after 12 hours

CSA_PM — Thu, 15 May 2025 14:57:16 GMT

Hi @ meganator,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Just switched to public mobile and have no service after 12 hours

BKNS27 — Thu, 15 May 2025 16:41:40 GMT

@meganator

Click on your avatar top right under Messages.

Re: Just switched to public mobile and have no service after 12 hours

meganator — Thu, 15 May 2025 16:43:38 GMT

I responded to the messages from CSA_PM. Wasn’t helpful. Phones still not working and so if we can’t figure it out soon just going to switch back to old provider and request a refund.

Re: Just switched to public mobile and have no service after 12 hours

meganator — Thu, 15 May 2025 18:14:57 GMT

Update: After much reading on Reddit and this forum, I went to Settings > Cellular > Sims and turned the line off and back on. Phone seems to be working now.

No thanks to Public Mobile’s useless chat bot / support ticket system! They were useless. Guess poor support is the price to pay for a cheaper phone plan.

Re: Just switched to public mobile and have no service after 12 hours

slusagm — Thu, 15 May 2025 18:33:57 GMT

@meganator

what I suggested earlier, reboot the phone, is effectively the same as turn on and off SIM

Re: Just switched to public mobile and have no service after 12 hours

meganator — Thu, 15 May 2025 18:35:10 GMT

Ya I cleared up some storage and tried rebooting the phone (reset network settings) and that didn’t work. Turning on and off the SIM card seemed to do the trick for some reason.