Lost service

[4da_]

My phone is no longer connected to the network as of August 21st. It will say bot registered or not connected. Ive tried restarting the phone, toggling airplane mode, resetting mobile network settings and removing the Sim card and putting it back in. What on earth has happened?

I've created chats and tickets. Been told it's been escalated to tier 2. 13 days and the issue is still not resolved. Are the trying to get me to switch to Koodo or Telus? 

As of September 7th, my mobile service has been restored. Public did mention that they had been doing some updates leading up to the 21st of August, that must have affected my connection. Frustrating, and a long time to not have reliable service, but I'm glad to have it back again. 

September 14th: I cannot make voice calls, "not registered to network." I am beyond frustrated.

[BKNS27]

@4da_ 

We are all members like you helping each other with issues. There are no PM staff on this Community Forum.

You are to reach out to a CS_Agent to open a ticket. If you already opened a ticket. They will dm you back in Messages in your avatar top right. 

[4da_]

I was told by an agent that they started a new ticket two days ago. Are you advising that I start a new chat and begin yet another new ticket? I've had to re-explain my situation some 10 times now. I'll do it again...but I don't want to start confusion by creating a new ticket unless you really suggest doing so...You do sound confident.

[hTideGnow]

hi @4da_ 

you don't need luck, because it will be resolved today

But since it has been 2 weeks, if you have been been working with any PM support,  please submit another ticket.  

You can submit a support ticket right at My Account and PM app using the  Expert Messaging in one of these ways:

• My Account on a browser: click Message Centre on the left pane to Start a Chat
• Public Mobile App : Go to Support page, click Chat with an Agent, and Start a chat
• If unable to access My Account/PM app, submit a ticket here using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
  
  Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket
  (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")     

Remember: Support hours of operation: 9 AM to 10 PM EST 
CS_agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

[4da_]

Thanks for this. I have and 2 weeks later its still not resolved. Wish me luck

[4da_]

I have now gone from a physical Sim to two different e Sims with the same problem. 

[4da_]

Yes, checked this and am paid up.

[hairbag1]

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@BKNS27 wrote:

@4da_ 

There are 2 possible reasons:

- Login to your account and check to see if your account is suspended due to monthly nonpayment. You can dial 611 or call 1-855-4PUBLIC to check the status of your account.

- Possible outages in your area so check the outage map:

https://www.telus.com/en/bc/outages 

If your account is active and no outages. Open a ticket with a CS_Agent to investigate:

https://publicmobile.ca/en/get-help 

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One other possible explanation....it could be the cell was reported stolen / blacklisted.

[BKNS27]

@4da_ 

There are 2 possible reasons:

- Login to your account and check to see if your account is suspended due to monthly nonpayment. You can dial 611 or call 1-855-4PUBLIC to check the status of your account.

- Possible outages in your area so check the outage map:

https://www.telus.com/en/bc/outages 

If your account is active and no outages. Open a ticket with a CS_Agent to investigate:

https://publicmobile.ca/en/get-help 

[Chalupa_Batman]

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@4da_ wrote:

My phone is no longer connected to the network. It will say bot registered or not connected. Ive tried restarting the phone, toggling airplane mode, resetting mobile network settings and removing the Sim card and putting it back in. What on earth has happened?

---

Hello @4da_ 

As silly as this sounds, have you logged into your account to see if it's paid up? Also, what type of phone are you currently using?

[hairbag1]

@4da_ 

have you tried removing the sim form her cell and using it in a different cellphone ? 

[porcupine]

Sounds like you will have to contact an agent for help. Click on the pink envelope in the bottom right corner