topic Re: No Sevice in Get Support

No Sevice

Isabelle2002 — Tue, 02 Sep 2025 23:17:53 GMT

Hello, I changed from Bell Mobile to Public Mobile yesterday. On the public mobile app it says my account is active and Bell knows I cancelled my account there. However I do not have any service and therefore can’t use my phone without wifi. The chat said to look at my APN in settings but on my iPhone I could not find it under cellular data network. How can I have access to the 5G in my plan? Thank you for your help.

Re: No Sevice

TheSterlinger — Tue, 02 Sep 2025 23:32:29 GMT

Hi,

So did you cancel your bell account prior to transferring to Public Mobile? Because the account must be active to port.

If not, did you reply to the text from bell within the specified timeframe?

Make sure to remove the bell sim card, reboot your phone. Also, do you have a 5g phone? You will have access to 5g the speed no matter which plan you have.

Make sure your on the latest IOS version.

Re: No Sevice

softech — Tue, 02 Sep 2025 23:41:03 GMT

@Isabelle2002 if there is no service, it could be a sim provisioning issue.

But first, make sure you removed the Bell sim or disable the Bell esim, then reboot phone and Reset Network Settings

But I have also escalated your ticket on behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:

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

Re: No Sevice

Isabelle2002 — Wed, 03 Sep 2025 20:59:15 GMT

Yes I have removed the bell sim, and rebooted my phone,

Re: No Sevice

hTideGnow — Wed, 03 Sep 2025 21:06:18 GMT

hi @Isabelle2002

did you submit ticket with PM?

I saw Oracle said he escalated the issue, any PM agent contacted you?

Re: No Sevice

computergeek541 — Thu, 04 Sep 2025 03:52:44 GMT

@hTideGnow wrote:
hi @Isabelle2002
did you submit ticket with PM?
I saw Oracle said he escalated the issue, any PM agent contacted you?

Based on the timing of the escalation, contact from Public Mobile will likely occur around 8:00am to 8:30am EDT. When an Oracle escalates an issue, a customer generally shouldn't open a ticket as doing so will cancel out the escalation. The response from an escalation on weekday is usually faster than opening a regular ticket. Escalations are prioritized slightly higher.

Re: No Sevice

CSA_PM — Thu, 04 Sep 2025 12:06:02 GMT

Hello @ Isabelle2002,

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

Re: No Sevice

hTideGnow — Fri, 05 Sep 2025 13:46:01 GMT

hi @CSA_PM / @computergeek541 / @softech

how fast this escalation? this was an issue in The, Oracle side he escalated the same evening but CS not reply till Thur. The escalation is not any faster

Re: No Sevice

computergeek541 — Fri, 05 Sep 2025 18:44:42 GMT

@hTideGnow wrote:
hi @CSA_PM / @computergeek541 / @softech
how fast this escalation? this was an issue in The, Oracle side he escalated the same evening but CS not reply till Thur. The escalation is not any faster

A response often comes within minutes of an escalation, but usually within 30 minutes. it's an estimated response time only though and in this case, I agree that there was a delay. When I originally replied, I didn't realize that the thread was started the day before. The escalation hours are different than the main CS_Agent staffing and do not go as late in the night.

Re: No Sevice

hTideGnow — Fri, 05 Sep 2025 19:04:10 GMT

hi @computergeek541 but @softech said he escalated on Sept 2, and @CSA_PM only reply on Sept 4...