topic Re: Help with phone activation/ SIM activation in Get Support

Help with phone activation/ SIM activation

Rsmythe — Thu, 05 Mar 2026 20:07:01 GMT

Hello,

I set up a Public Mobile account for my son for his bday. We set up the account yesterday and it appears that the account is activated and functioning properly, but his phone doesn’t recognize the Public Mobile physical SIM card or something else is preventing him from receiving texts or data on his new plan.
He also cannot verify his account as codes are being sent to his new phone number (which he’s not receiving messages for).

any help anyone can provide would be greatly appreciated.

Re: Help with phone activation/ SIM activation

hTideGnow — Thu, 05 Mar 2026 18:00:01 GMT

hi @Rsmythe

did you check the sim card with another phone?

if same, then you will need to ask PM agent to help and confirm if the activation was done successfully.

you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Help with phone activation/ SIM activation

Rsmythe — Thu, 05 Mar 2026 18:11:47 GMT

Thanks for the message @hTideGnow , much appreciated.

I've asked my Son to try his SIM card in another phone to see if it works. I've also submitted a ticket, pending a response.

Other than trying the SIM in another phone, we've tried all options and suggestions on the Public Mobile community with no luck.

Re: Help with phone activation/ SIM activation

Rsmythe — Thu, 05 Mar 2026 18:25:22 GMT

When the SIM is installed in another phone, it works correctly. Now looking for help to understand what to do with his current phone to get it up and running properly. Any suggestions?

Re: Help with phone activation/ SIM activation

hTideGnow — Thu, 05 Mar 2026 18:28:29 GMT

hi @Rsmythe

seems to be a device issue. But you tried to move that sim back to the original phone to test once again?

not sure if that original phone is dual sim or has an esim, make sure all other sim cards are removed, all esim are disabled, only PM esim is there. if there is a label to set, change to Primary

also try Reboot phone and click Reset network settings and test again

Re: Help with phone activation/ SIM activation

BKNS27 — Thu, 05 Mar 2026 19:54:36 GMT

@Rsmythe

Is your son’s phone locked with another carrier other than Telus or Koodo?

Re: Help with phone activation/ SIM activation

Rsmythe — Thu, 05 Mar 2026 20:54:22 GMT

The phone shows "NO Sim Restriction". No.

His phone did have parental controls set, which he has recently been removed from (today). I've read that some parental settings make the phone activation process more challenging and can cause issues.

Re: Help with phone activation/ SIM activation

hTideGnow — Thu, 05 Mar 2026 22:26:09 GMT

hi @Rsmythe try wipe the phone

Re: Help with phone activation/ SIM activation

Rsmythe — Fri, 13 Mar 2026 14:19:52 GMT

Hello @hTideGnow ,

The issue is with the device, not the Public mobile SIM card and service (which is working as intended).

Thanks for the follow up.

Re: Help with phone activation/ SIM activation

Rsmythe — Fri, 13 Mar 2026 19:48:00 GMT

Tried that, no dice.

Tried to get the sim reader replaced and found damaged components inside the phone affecting the motherboard. In other words, the phone my Son has is a dedicated WIFI phone unless someone's willing to fix the internal damage.

Tough decision moving forward now. Either find a used phone that won't break the bank, or go with another phone provider that provides discounted phones with phone plans.....sigh.....