Constant no service

[jripley]

I constantly have no service one up and my other family members on public sitting in the same room have no issues. 

[darlicious]

@jripley 

You checked for software updates and updated your carrier profile when you activated ?

It does sound like your SIM card needs reprovisioning. You can see if you can trigger it yourself. If not you will have to contact customer support to do it from the back end.

1. Reboot your phone. ( You should do this once a week anyways.)
2. Toggle airplane mode on/off.
3. Remove SIM card and set aside. Check for any dirt or debris in the SIM slot. Check the SIM card for dirt or damage and gently clean with a little alcohol and a cotton swab. After 10 minutes reseat the SIM card making sure the SIM fits snugly in the SIM slot. Use a paper shim or a little tape to secure it in slot/tray. Reinsert in the phone and reboot.
4. Put your SIM card in another phone to see if it works and/or the other slot of a dual sim phone and send a text. Then return the SIM to the original phone to see if the issue is still there.
5. Perform a network reset.
6. Clear the cache of the troublesome apps.(Try safe mode) Perform device maintenance.*
7. Add a payment of at least $1 to your account balance.**
8. Log in to your self serve account. Go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Log out and Reboot.***
9. Contact customer support via Simple--Simon or private message.

*Will not help reprovision.

**Will not help a poor connection.

***Caution : Using lost/stolen w/active service even briefly will cause rewards to not apply upon renewal. You must contact the CSA's after renewal and ask for them to be applied manually. Also will not help a poor connection.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[JL9]

What phone does your wife have? 

[esjliv]

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@jripley wrote:

I have had public mobile for a month and the service is constantly coming and going and I am having to power down my phone to get it back. I was with Bell before. My wife was with Bell as well and switched to Public when I did. She does not seem to have the same issue even when we are together she has service and I will losing mine. 

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@jripley  - if you wife's phone is not experiencing issues, but you are than try performing a reset of the device's network settings on your phone to see if this improves services.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

[RossN]

@jripley maybe you should create a ticket with customer service  you may have a provisioning issue with your account  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[jripley]

I have had public mobile for a month and the service is constantly coming and going and I am having to power down my phone to get it back. I was with Bell before. My wife was with Bell as well and switched to Public when I did. She does not seem to have the same issue even when we are together she has service and I will losing mine. 

[jripley]

Its and iphone 7 and the issue seems to be a new issue in the last month after coming to Public Mobile

[RossN]

@jripley 

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@jripley wrote:

its and iphone 7 and the issue seems to be a new issue in the last month after coming to Public Mobile. 

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@jripley ok if you have never had service here your phone could be locked to your old provider who was it with last?

[BKNS27]

@jripley 

If it worked fine with your previous carrier then it could be the Cellular Network setting. Try and switch it to 3G and see if that helps.

Go to Settings>Cellular>Cellular Data Option>click on 3G.

[jripley]

I will try that thanks

[jripley]

its and iphone 7 and the issue seems to be a new issue in the last month after coming to Public Mobile. 

[RossN]

@jripley hi what kind of phone is it? have you ever had service or is it a new issue? change sim with a family member to see if issue clears up 

[jripley]

I am new to Public in the last month and I didn't have the issues with my last carrier. 

It could be my phone but the timing seems to be when I switched over

[BKNS27 · Accepted solution]

@jripley 

It could be an issue with your phone. 
Try swapping the SIM to your family member’s phone and see if it has the same problem.

If it does then contact a CS_Agent to reset the SIM.

If it doesn’t then it is the phone.