topic Re: SIM not working in Get Support

SIM not working

MelBatts — Fri, 04 Jul 2025 21:13:25 GMT

Hello,

for about 24 hours now my SIM is not working/not recognized and I received a message that said PM shut down my LTE. I have turned my phone off/on, I removed the SIM card and cleaned it. The issue is still not resolved. I am looking for support from PM with this issue. Thank you.

Re: SIM not working

slusagm — Fri, 04 Jul 2025 21:20:12 GMT

LTE won't be shutdown, of anything, it is one of the two 3G bands being refarmed

Try Reboot phone and reset network settings

Try sim in another phone, or ask PM to check

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen

Or message them using this link:

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

CS_Agent will reply to your community inbox, check here:

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

Re: SIM not working

TheSterlinger — Fri, 04 Jul 2025 21:24:54 GMT

@MelBatts why type of phone do you have?

Read this link re 3G changes to see if this is what's impacting you. If it is, you will need a new phone to be able to have no issues with voice calls as not all phones are on PM whitelist of approved phones.

https://www.publicmobile.ca/en/get-help/articles/850-turndown

Re: SIM not working

MelBatts — Fri, 04 Jul 2025 22:24:20 GMT

Thank you! I checked the list and my phone appears to be compatible (it is an iPhone XR and IOS 18.5) so I don’t think that is the issue.