topic Re: Changing phone in Get Support

Changing phone

Jhon1 — Mon, 26 May 2025 16:40:07 GMT

I changed phone and it keeps saying connect to network! I keep getting 5 choices: my account is not paid, I am roaming, my phone stolen or lost ,fraud activity . But I just changed phone ! I can't get access to the web if not using wifi!there is no one to help!

Re: Changing phone

Chalupa_Batman — Mon, 26 May 2025 16:42:56 GMT

@Jhon1 wrote:
I changed phone and it keeps saying connect to network! I keep getting 5 choices: my account is not paid, I am roaming, my phone stolen or lost ,fraud activity . But I just changed phone ! I can't get access to the web if not using wifi!there is no one to help!

Hey @Jhon1

Changing phones isn't an issue. Just turn off the phone you want to put the SIM card into, then place the SIM card into the phone and start it back up. If it doesn't work, go into Settings and reset your Network Settings and reboot the phone. As long as your account is active and paid up, there should be no issues.

Also, what phone are you using?

Re: Changing phone

hTideGnow — Mon, 26 May 2025 16:43:44 GMT

hi @Jhon1

does voice call work?

what model of phone?

try Reset Network settings first, make sure mobile data is turned on and no data limit set

if same, test the sim on the old phone again and confirm if it works

Re: Changing phone

slusagm — Mon, 26 May 2025 16:47:43 GMT

you are using physical sim ? have you put the PM sim card on the new phone yet?

Re: Changing phone

Jhon1 — Mon, 26 May 2025 16:48:28 GMT

I did reboot already . My phone is paid.i purchased samsung galaxya20! It is so frustrating!

Re: Changing phone

slusagm — Mon, 26 May 2025 16:51:21 GMT

does the phone showing it connected to the network?

Re: Changing phone

Chalupa_Batman — Mon, 26 May 2025 16:55:39 GMT

@Jhon1 wrote:
I did reboot already . My phone is paid.i purchased samsung galaxya20! It is so frustrating!

~~Just wondering, is the phone locked?~~

OK. If Public Mobile is showing up in the corner, it's not locked.

Also, check and make sure that it's model of SM-A205W.

If it is the model above, try doing this.

Go into Settings, General Management, Reset, Reset Network Settings, confirm Reset and after it's done, restart the phone.

Re: Changing phone

Jhon1 — Mon, 26 May 2025 16:52:51 GMT

Yes on the left corner it is written public mobile.

Re: Changing phone

hTideGnow — Mon, 26 May 2025 16:53:58 GMT

HI @Jhon1

can you confirm if you can make voice calls? and what model of phone is that?

try clicking Reset Network settings and test data

Re: Changing phone

Jhon1 — Mon, 26 May 2025 17:27:09 GMT

Could a damage sim be the reason for my problem?

Re: Changing phone

Chalupa_Batman — Mon, 26 May 2025 17:32:04 GMT

@Jhon1 wrote:
Could a damage sim be the reason for my problem?

It could be. However, if you can test it in a different phone and it works, then it's not the problem.

Re: Changing phone

Jhon1 — Mon, 26 May 2025 17:39:21 GMT

The same thing on the old phone! No web access without wifi!

Re: Changing phone

Chalupa_Batman — Mon, 26 May 2025 17:51:09 GMT

@Jhon1 wrote:
The same thing on the old phone! No web access without wifi!

That is weird. I'm an iPhone person myself and haven't worked on Android in years. I only have two options left.

1. Check this link to see if there are issues in your area. https://www.telus.com/en/on/outages

2. Create a ticket for a CS Agent to help resolve.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

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.