Cannot connect to Network

[kjspicer255]

Friends

I have spent the last 8 hours trying to connect to the Public Mobile network trying everything possible . I will soon be in serious trouble over banking matters due to confirmation codes not coming through.  Please  please could a ticket be opened so I could receive much needed help with this.  I am desperate. Thank you very much in advance. 

[computergeek541]

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@Chalupa_Batman wrote:

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If it now says Rogers on your phone, it means you have a Rogers SIM card in your phone. It should say Public Mobile. I would suggest you remove any SIM cards that are NOT Public Mobile. Then go into Settings, find Network Settings and reset them and reboot. That will force your phone to reconnect to the Public Mobile network.

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A phone showing "Rogers" at the top of the phone screen does not necessarily mean that there is a Rogers SIM card is in the phone.  The only thing that it means for sure is that the Rogers network is being connected to.  While some SIM cards are set up to rename the Rogers network to other names when connected to, this is really just a marketing technique, and some phones even ignore that instruction based on the phone's software programming.  It is entirely possible for a phone to say "Rogers" in the network banner with a non-Rogers SIM card in the device.

[umnikke8]

Saying Rogers is quite odd. Perhaps there is a significant outage in your area and Rogers is the only network it can connect to. Or possibly there have been network changes and the phone cannot connect to any part of the Telus Network. If it's an older phone, especially something 3G-only or imported, that could be more likely.

[Chalupa_Batman]

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@kjspicer255 wrote:

Not a new account at all.  It seemed to have been fine after most recent payment on the 29th and now it says Roger's as the network which I can not seem to remove. I feel so stupid and helpless and hate having to ask for help.

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Hello @kjspicer255 

If it now says Rogers on your phone, it means you have a Rogers SIM card in your phone. It should say Public Mobile. I would suggest you remove any SIM cards that are NOT Public Mobile. Then go into Settings, find Network Settings and reset them and reboot. That will force your phone to reconnect to the Public Mobile network.

If you're still having problems,  you can create a ticket via these links.

If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[slusagm]

what phone do you have?  go to Mobile network and change the connection to Manual and choose Public Mobile, it should resolve it

if not, turn off the phone, remove the sim card and put it back firmly and turn on the phone and try the manual network choosing again

[kjspicer255]

Not a new account at all.  It seemed to have been fine after most recent payment on the 29th and now it says Roger's as the network which I can not seem to remove. I feel so stupid and helpless and hate having to ask for help.

[slusagm]

new account or old?

you need to ask PM to help

  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage