topic Re: No SIM, 5G Disappeared, Can't Access Account in Get Support

No SIM, 5G Disappeared, Can't Access Account

Malerie — Wed, 10 Sep 2025 05:52:11 GMT

Good evening! My husband and I have used Public Mobile services for some time and just over two hours ago his phone all of a sudden said No SIM and Cellular disappeared (5G not appearing). He tried all the things, phone reseting, etc and still unsucccesful. He was only able to get ahold of me through Facebook messenger. (I'm currently in school and he is 10 hours away). He changed his email about half a year ago and forgot to change it with Public Mobile and he is trying to get into his account, but it's sending the two step authentication; however, because his phone isn't receiving messages, he can't login to his account. How on earth does he get this figured out by submitting a ticket if he can't actually do that because that requires him logging in to his account? I can confirm the payments are up to date on the account. Thanks for your help.

Re: No SIM, 5G Disappeared, Can't Access Account

BKNS27 — Wed, 10 Sep 2025 08:38:40 GMT

@Malerie

There are 2 ways of submitting a ticket to a CS_Agent.

- click on the Chat icon and type in Submit a Ticket then Contact.

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

But try resetting the Network setting first to see if that helps with the SIM/5G issue.

Re: No SIM, 5G Disappeared, Can't Access Account

softech — Wed, 10 Sep 2025 10:38:56 GMT

@Malerie Since both of you have the problem, could be a local network outage. You can check if it is a confirmed outage here

https://www.telus.com/en/bc/outages

Also, all 1.855.4PUBLIC from another phone to check if both accounts are active

But wait will the morning, if it is a local issues should be fixed by then

Re: No SIM, 5G Disappeared, Can't Access Account

Malerie — Wed, 10 Sep 2025 15:45:48 GMT

Thank you. He tried resetting everything again today and that seemed to do the trick. Very weird, but thank you.

Re: No SIM, 5G Disappeared, Can't Access Account

Malerie — Wed, 10 Sep 2025 15:46:48 GMT

Thank you, it was just him having the problem, mine was working just fine as I am 10 hours away from his location. Regardless, he tried resetting everything (same as last night) today, and that seemed to work the second time.