Emergency calls only/Service not provisioned

[tod]

I'm having an issue with my sim activation. Even though my account is showing as active under My Account online I get Emergency calls only/Service not provisioned on my phone. Can a CSR (@Mary_M @Shazia_K @Saray_O) assist? Thanks!

[Anonymous]

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@Khemel8906 wrote:

Both methods didnt work 

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Well...I'm tapped. Report back with the SIM # compare but I guess the first reply is your direction.

[GinYVR]

@Khemel8906then unfortunately you will have to wait for the moderator's assistance.. expect to hear from them up to 48+ hours

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

[Khemel8906]

Both methods didnt work 

[Anonymous]

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@Khemel8906 wrote:

It wont register on my other phone either 

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And doing the lost/stolen procedure and also the extra $1 didn't work did you say?

[Khemel8906]

It wont register on my other phone either 

[GinYVR]

@Khemel8906Since you mentioned another phone.. can you swap the SIM cards to see if the sim card in the alcatel works in your other phone? If not it is a problem with the phone not with Public Mobile.

[Anonymous]

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@Khemel8906 wrote:

It shows bell Roger's telus some other 4g thing I tried to connect to all but not public mobile like my other phone.

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Can you compare the last 4 digits of the SIM in the self-serve with that physically printed on the SIM (or card)?

Is it a dual-SIM phone? If so try it in the other slot.

[Khemel8906]

It shows bell Roger's telus some other 4g thing I tried to connect to all but not public mobile like my other phone.

[Anonymous]

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@Khemel8906 wrote:

Bought brand new from walmart. It's not picking up the network carrier to connect too I dont see public mobile even on the list 

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If you scan for networks what all do you get?

Is the phone possibly locked to a carrier? Like sold for intending to be for a carrier?

[Khemel8906]

Bought brand new from walmart. It's not picking up the network carrier to connect too I dont see public mobile even on the list 

[Anonymous]

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@Khemel8906 wrote:

Alcatel 50044G and tried all the options and still not working

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Did you buy it new? And where from?

[Khemel8906]

Alcatel 50044G and tried all the options and still not working

[Anonymous]

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@Khemel8906 wrote:

Activated it online and account in good standing. 

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What make/model/submodel is the phone?

Two things to try:
1. Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.

2. Manually add $1 into your account and restart the phone.

[Khemel8906]

Activated it online and account in good standing. 

[GinYVR]

@Khemel8906Sounds like you will need to contact the moderators https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Were you able to login to your selfserve account at selfserve.publicmobile.ca? Did you activated it in store?

[Khemel8906]

I am also having the same issue with my alcatel phone 

[tod]

@Mary_M Thanks, I didn't check my inbox as I assumed I'd get a notification.

[Mary_M · Accepted solution]

Hello @tod

Please refer to my private message earlier ; the ticket will take a few hours as our team is working on it.

Thanks!

Mary

[tod]

@Shazia_K It's still the same after a few hours, if I attempt to call my PM number I get 6ut2 or 6ut3

[Shazia_K]

@tod, 

I'm really sorry for this unfortunate situation,

The ticket I submitted with our tech team is still in progress, please allow a short time. 

Thanks,

Shazia

[tod]

@Shazia_K It looks like I'm having a very rough start with PM.. I tried restarting and also tried with another device but I still don't get service.

P.S. Should I maybe try leaving the sim out for a while?

[stonechucker]

@JaK My thought was maybe not connecting to TELUS network, but another operator's tower.

[Shazia_K]

Hello @tod, 

Thank you for sending me the requested info, 

There is an issue with your account in the back end, which should be fixed shortly. 

Please restart your phone is about an hour from now. 

Let me know how it goes. 

Thanks,

Shazia

[gachi]

Hi @tod,

Have you tried going into the setting where you select the cellular network and search for networks?  I had to do that after I activated this morning.

[JaK]

Ok, thanks for the update @tod, takes that off the table. Anyway, you are in good hands with @Shazia_K, sure she will get you going.

[tod]

I have the sim in a factory unlocked BB Z30 right now, shouldn't be an issue since I've used it on Koodo/Telus previously.

@JaK wrote:

Hey @stonechucker;

I think it would need to be at least somewhat compatible for @tod to even get Emergency Service. Sounds more like the phone is locked to another carrier.

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@stonechucker wrote:

What phone are you using?  Is it compatible with the network?

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[JaK]

Hey @stonechucker;

I think it would need to be at least somewhat compatible for @tod to even get Emergency Service. Sounds more like the phone is locked to another carrier.

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@stonechucker wrote:

What phone are you using?  Is it compatible with the network?

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[tod]

@Shazia_K PM sent.

[stonechucker]

What phone are you using?  Is it compatible with the network?

[Shazia_K]

Hello @tod, 

I'm sorry to hear about this, 

Can you please send me a private message with your Public Mobile SIM card # ?

Thanks,

Shazia