topic Re: Re-provisioning?? in Get Support

Re-provisioning??

Diane77 — Sun, 22 Jun 2025 19:22:04 GMT

Recently had my phone 're-provisioned' by PM customer service rep (csr). It may have finally solved a long-standing issue with lack of 'ring back tone' on a non-white-listed Samsung s10e phone.

What does that term mean...what was the csr's process?

Re: Re-provisioning??

Chalupa_Batman — Sun, 22 Jun 2025 16:59:42 GMT

@Diane77 wrote:
Recently had my phone 're-provisioned' by PM customer service rep (csr). It may have finally solved a long-standing issue with lack of 'ring back tone' on a non-white-listed Samsung s10e phone.
What does that term mean...what was the csr's process?

Well, not sure what they did on their end but the way I've done it was to take the SIM card out of the phone and place it in another Samsung phone, rebooted and it was up and running. Then swapped the SIMs back.

Re: Re-provisioning??

BKNS27 — Sun, 22 Jun 2025 17:49:47 GMT

@Diane77

Since PM is an online service. All contact with a CS_Agent (customer service agent) is done through messaging by putting in a Ticket. You can click on the Chat icon and type in Submit a Ticket or dm at https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A response from an agent will be messaged back to you in your avatar top right then Messages.

Re: Re-provisioning??

Diane77 — Sun, 22 Jun 2025 17:59:57 GMT

Did that (no-go) but it took PM csr to do their thing. My question is what is meant by them doing a "re-provisioning"?

Re: Re-provisioning??

Diane77 — Sun, 22 Jun 2025 18:01:24 GMT

Been through that process. They "re-provisioned" the phone. Which solved (so far) the issue. But, how do they perform a "re-provisioning" task?

Re: Re-provisioning??

Diane77 — Sun, 22 Jun 2025 18:02:51 GMT

Am I in the wrong section of 'community' posts?

Re: Re-provisioning??

softech — Sun, 22 Jun 2025 18:13:49 GMT

@Diane77

Re-provision is the process of resetting/reconfiguring a SIM card and account to its default settings. As the account was used over the years, some settings were changed and might not have set properly with the latest settings, Re-provision helps to reset the account and the sim with the latest default settings on the system side

Re: Re-provisioning??

BKNS27 — Sun, 22 Jun 2025 18:14:36 GMT

@Diane77

They reboot the system for your SIM on PM side.

Re: Re-provisioning??

softech — Sun, 22 Jun 2025 20:42:30 GMT

@BKNS27 wrote:
@Diane77
They reboot the system for your SIM on PM side.

Sorry @BKNS27 , re-provision does not reboot their system 🙂

Re: Re-provisioning??

Diane77 — Sun, 22 Jun 2025 20:28:04 GMT

Thanks... you explained it well. And now it makes sense -- even though it's only been but a couple months since I subscribed from Telus to PM ..not years.

Still, until today it took several CSRs to figure out the issue. Most just wanted me to either buy a new phone or simply leave and go to another service provider! I mean....really?!

But now I know what to ask for if my issues reappear.

Re: Re-provisioning??

Diane77 — Sun, 22 Jun 2025 21:36:55 GMT

ah... so it's not a reboot (or the existing parameters) but a total reset of the system involving the cell on the account