Lost service. Long-time user. One Plus Two cellphone.

[Navid007]

Sometime yesterday, I lost all services including texting, telephone calls, and data. I use a One Plus Two cellphone. I have been using Public Mobile for over 2 years on this phone with no problems. Here are the actions I have already taken, with no success:

-Checked my plan (3 month recurring). It is active.

-Tried the lost/stolen phone reset solution proposed by some users.

-Restarted my phone (many times).

-Took out SIM card, put it back in.

-Updated APN settings for my phone (One Plus Two) with the following, based on guidance found in community:

Name: Public Mobile 2

APN: sp.mb.com

Proxy: http://aliasredirect.net/proxy/mb/mmsc

Port: [Not set]

Username: [Not set]

Password: [Not set]

Server: [Not set]

MMSC: http://aliasredirect.net/proxy/mb/mmsc

MMS proxy: 74.49.0.18

MMS port: 80

MCC: 220

Authentication type: [Not set]

APN type: default,supl,mms

APN protocol: IPv4

APN roaming protocol: IPv4

APN enable/disable: ANP enabled

Bearer: [Unspecified]

MVNO type: [None]

MVNO value: [Not set]

-Available Network operators only displays EXT 2G when I search available networks, which I cannot connect to.

Any help will be highly appreciated!

[Triguy]

If you are still having problems then try contacting a moderator.

Moderator can be reached at 

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

[Triguy]

Try resetting your account with the lost phone trick.

To report your phone stolen.  Login to your account.  Choose Plans and Add-onstab. Then choose Lost/Stolen Phone tab.  The choose Suspend Service tab.  Logout.  Wait few minutes.  Login in and report your phone found.  

[SPG]

Also lost service about three weeks ago; last time used likely April 11th?  can not call out and when anyone tries to call automatically goes to voicemail; on automatic payment which is up to date; Plan is canada wide calling 100min and international text; plan is active - shows Public Mobile as my cell phone company on main screen and also in settings;  checked all phone settings - call forwarding, do not disturbed; all APN settings for public mobile correct;turned on and off multiple times; placed sim card in another phone also on Public Mobile and it didn't work in that phone either; Any ideas?? 

[PMOttawa]

might have been just a network issue. I lost signal today for about one hour. for no special reason. check network and could not see any network, not even other service provider. so I took a nap, and by the tume I woke up everything was fixed...

[Navid007]

Firstly thanks to everyone who pitched in... very helpful!

I tried switching the SIM card into slot #2 which led to the resulution of my problem. I had to restart my phone for the data network to be properly connected, but now everything is working. I guess my slot #1 might be damaged/faulty.

Again, thanks for all the help.

[LovesToPM]

@Navid007 

Since you are long time user, it may be that your SIM card needs to be replaced.

However it may be prudent to also check the SIM number registered on your account to ensure it matches the SIM in your phone. There have been recent cases of account highjacking and Sim swapping.

A number of unsuspecting customers have already been victimized:
https://productioncommunity.publicmobile.ca/t5/Phones-Hardware/I-suddenly-have-no-service/td-p/34572...
https://productioncommunity.publicmobile.ca/t5/Self-Serve/Fraud-or-cloned-SIM/td-p/344948

Good idea to keep your passwords safe and change them on a regular basis.
This problem can happen with any account or telecom carrier, it is not unique to Public Mobile.

[geopublic]

---

@Navid007 wrote:

Sometime yesterday, I lost all services including texting, telephone calls, and data. I use a One Plus Two cellphone. I have been using Public Mobile for over 2 years on this phone with no problems. Here are the actions I have already taken, with no success:

-Checked my plan (3 month recurring). It is active.

-Tried the lost/stolen phone reset solution proposed by some users.

-Restarted my phone (many times).

-Took out SIM card, put it back in.

-Updated APN settings for my phone (One Plus Two) with the following, based on guidance found in community:

Name: Public Mobile 2

APN: sp.mb.com

Proxy: http://aliasredirect.net/proxy/mb/mmsc

Port: [Not set]

Username: [Not set]

Password: [Not set]

Server: [Not set]

MMSC: http://aliasredirect.net/proxy/mb/mmsc

MMS proxy: 74.49.0.18

MMS port: 80

MCC: 220

Authentication type: [Not set]

APN type: default,supl,mms

APN protocol: IPv4

APN roaming protocol: IPv4

APN enable/disable: ANP enabled

Bearer: [Unspecified]

MVNO type: [None]

MVNO value: [Not set]

-Available Network operators only displays EXT 2G when I search available networks, which I cannot connect to.

Any help will be highly appreciated!

---

@Navid007sounds like you did all the right things to troubleshoot. From what you describe it's possible that you might have a bad SIM card. If you can test it in a another phone to confirm that would be great. Otherwise you can goto a PM reteailer and purchase a replacement SIM (Just tell them you have a bad SIM and need a replacement.) then login into your self serve account and do a SIM card replacement. Hopefully that will solve it.

[wetcoaster]

Do you have access to another unlocked (or locked to Koodo or Telus) phone to try the phone in? Could be a hardware issue.

[hairbag1 · Accepted solution]

---

@Navid007 wrote:

Sometime yesterday, I lost all services including texting, telephone calls, and data. I use a One Plus Two cellphone. I have been using Public Mobile for over 2 years on this phone with no problems. Here are the actions I have already taken, with no success:

-Checked my plan (3 month recurring). It is active.

-Tried the lost/stolen phone reset solution proposed by some users.

-Restarted my phone (many times).

-Took out SIM card, put it back in.

-Updated APN settings for my phone (One Plus Two) with the following, based on guidance found in community:

Name: Public Mobile 2

APN: sp.mb.com

Proxy: http://aliasredirect.net/proxy/mb/mmsc

Port: [Not set]

Username: [Not set]

Password: [Not set]

Server: [Not set]

MMSC: http://aliasredirect.net/proxy/mb/mmsc

MMS proxy: 74.49.0.18

MMS port: 80

MCC: 220

Authentication type: [Not set]

APN type: default,supl,mms

APN protocol: IPv4

APN roaming protocol: IPv4

APN enable/disable: ANP enabled

Bearer: [Unspecified]

MVNO type: [None]

MVNO value: [Not set]

-Available Network operators only displays EXT 2G when I search available networks, which I cannot connect to.

Any help will be highly appreciated!

---

It's a long-shot but take sim out of the #1 sim slot and try it in #2 slot. What the heck...give that a try. Good luck.

[Jadebug]

APN settings do not effect your network connectivity, just data connectivity while on the network.

I would suggest checking your preferred network type. 

Settings > Network > Prefered Network Type

Make sure that 2G/3G/4G (Automatic) is selected.

Bell and Telus do not have a 2G network, Rogers is the only one that does in Canada, Telus and Bell both display Rogers cells as EXT. 

[Tiprix]

Maybe there's an issue with the sim? Maybe try inserting in another phone and see if you have any service.