Day 3, No Service - Sudden and Mysterious~

[vivanomadia]

Hi!

Sounds like I'm one of the unlucky ones. After about a month of great service up here in the Northwest Territories on Public, my service suddenly just stopped.

I use my phone for work and am really needing it get it back up and running this weekend.

Please help @Shazia_K  (I pm'ed my info).

Thanks!

[Rockdaddy22]

I knew I should've recommended updating iOS. Thanks for the update 🙂

[vivanomadia]

Yay! I'm back. Turns out I just had to update my iphone ios and that seemed to fix everthing.

Thanks, PM. I know it's going to be a great relationship 😉

[Rockdaddy22]

Perfect

[vivanomadia]

I will try it in a friend's unlocked iphone today and let you know. Thanks.

[Shazia_K · Accepted solution]

@vivanomadia, 

You won't be able to use data that's for sure as you don't have any usage left 😞 but can you try your SIM card in another unlocked phone? as your calling/texting should be working. 

[Rockdaddy22]

Sorry I misread

[Rockdaddy22]

Did you turn off roaming?

[vivanomadia]

I turned it off, rebooted, and no difference.

[Rockdaddy22]

Good point, just checked, my roaming is off.

[Shazia_K]

why do you have roaming on? 

[vivanomadia]

@Shazia_KThanks but still nothing - just 'searching'. I've been rebooting it for days now..

[Shazia_K]

Hello @vivanomadia, 

I'm sorry about this, 

i see that everything is good on our side, you won't be able to use data as you have already used up all data included in your plan. 

Can you try rebooting your phone? you shouldn't have issues with that. 

Please let me know. 

[Rockdaddy22]

Did you ever try your sim in another phone?

[Rockdaddy22]

@Shazia_K here's someone with no service

[vivanomadia]

It's Day 6 without a phone / text / voice.

Help, please shazia_k

[Rockdaddy22]

This is definitely unacceptable, hopefully these get fixed in the morning.

[vivanomadia]

Thanks @pchan! I have tried everything you suggested but still no dice.  I have no voice / text / data.

My carrier settings show I'm connected to Public Mobile. When I turn off my cellular data it just says 'searching' but doesn't ever find the carrier.  It has been saying 'Searching' since it stopped working days ago.

I will try my SIM in a friend's phone to see if they have any luck.

[vivanomadia]

Thanks, yes, I have done all that.

[Luddite]

---

@Zenshi wrote:

@Luddite when i try to give a ticket in for support, it says email do not match and i have not found a way around this. I've tried on several devices, cleared cache, logged into self serve then do it, cycle and try everything again.

No dice. Of course I tried messaging and facebook, i'm waiting for a reply on their there.

---

Super annoying. You need, also then, to request access to your account be reset. That is usually a time sensitive procedure so be sure your have email notification of private messages turned ON.

[Zenshi]

@Luddite when i try to give a ticket in for support, it says email do not match and i have not found a way around this. I've tried on several devices, cleared cache, logged into self serve then do it, cycle and try everything again.

No dice. Of course I tried messaging and facebook, i'm waiting for a reply on their there.

[Luddite]

There seems to be a new bug that affects a few current customers: SERVICE JUST STOPS. Payment is up to date and  account may even say "Active". 

Do one, or all, of the following:

- post your issue to PM on Facebook/Twitter

- send tech support the webform found by following the "buttons" in this link, https://publicmobile.ca/en/on/get-help

- send a private message to any moderator with your phone number and a description of what has happened, but given their backlog it will likely be several days before they respond.

Meanwhile, if your service is down you can make phone calls with an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

[Zenshi]

@kav2001c

Yes everything checks out on my self serve, same with @vivanmadia

out services just stopped working and it seems to be an 'error' or a bug going around.

when i call my number from another phone it says "XUC1 this number is not registered"

Yikes!

[vivanomadia]

Yup, Active!

[vivanomadia]

I still have an online account - says active.

[pchan]

Try this.

1) If you have no service at all (voice, text and data), go to carrier settings on your phone and check who you are connected too. You should be connected to 'Public Mobile'.

Regardless of whether you are connected to 'Public Mobile' or not turn off automatic carrier selection. Your phone will start search for all the carriers around you. It will take some time so go for a coffee and come back after a while. You should get a list of carriers in your area e.g., Bell, Rogers, etc..., but you should see also 'Public Mobile', select 'Public Mobile' and see if you have service. You can try to select 'Bell' and you'll see No Service because you aren't a Bell customer. If you don't see 'Public Mobile' then there is an issue with 'Public Mobile' (or Telus). If you see 'Telus' try it too, but it actually shouldn't appear as your sim should map it to 'Public Mobile'. 

- note if you cannot get a list of carriers keeping trying but be patient and don't flip back and forth between automatic and off as it is searching...

2) If the above doesn't address your issue try your sim in another phone to see if it is something related to your phone. The probability of this being the issue is lower. 

3) If you just have issues with no data try http://productioncommunity.publicmobile.ca/t5/Phones-Hardware/Data-Settings/td-p/16973. Also enable your data roaming. 

If none of the above hold on for a mod. Goodluck

[kav2001c]

@vivanomadia & @Zenshi

Be careful with terminated... a couple posters (including myself) had issues where Public Mobile system had somehow given phone number to another person

Check what your online status is

Call your own number to confirm service status

This kind of bug can be serious 

[Zenshi]

Same, it seems its a bug going around, mine also terminated. All we have to do is give some patience, theres not much more we can do.

[kav2001c]

Do you still have access to online account? Is it showing line is suspended, cancelled, etc?

[NDesai]

How does your account looking? Is it active?