11-15-2021 03:41 PM - edited 01-06-2022 04:01 AM
Hey
I ordered a galaxy s10 online through public. Mobile.
It arrived today and I put in the SIM, went online and activated it with a new phone number. I can make calls (shows private number) , can't receive calls and no data. I've added apn settings. There are two other APNs that I can't remove, so I added a new APN with settings based on what public mobile recommends.
Still no data, and can't receive calls.
Its been a couple hours now, I've rebooted a bunch of times.
What am I forgetting?
Thanks in advance.
11-18-2021 02:20 PM
@Chris38 wrote:After speaking with a PM agent yesterday, he had me put in new apn info but only filled in the name and apn and saved. Service including data resolved.
Not sure why entering apn info as the PM website shows didn't work.
@Chris38 Thanks for updating your thread and good to hear the issue has been resolved.
11-18-2021 08:55 AM
After speaking with a PM agent yesterday, he had me put in new apn info but only filled in the name and apn and saved. Service including data resolved.
Not sure why entering apn info as the PM website shows didn't work.
11-17-2021 04:36 PM
My wording was incorrect. I did exactly what you are saying to do. I switched the SIM from within my account
11-17-2021 04:16 PM - edited 11-17-2021 04:17 PM
@Chris38 wrote:
I activated the new Sim from Walmart and still no success. Exact same symptoms.
I'm working with a support agent still. Will update once anything changes
@Chris38 oh no.. you don't activate a new account with the new SIM.. you should just buy a new SIM without activation, then login My Account and request Change SIM
So, the SIM you bought already has a new account tied to it? if so, you would have to use another new SIM to request the change SIM
This is what you should have done:
11-17-2021 04:13 PM
So I drove the 1 hour round trip to my closest Walmart and picked up a new Sim. None of the stores in my local town had Sim cards.
I activated the new Sim from Walmart and still no success. Exact same symptoms.
I'm working with a support agent still. Will update once anything changes
11-17-2021 02:10 PM
@Chris38 wrote:I'm rural.
The phone with Sim arrived in 3 business days. If it takes 2 weeks for a replacement SIM to arrive, I'll cancel and find a provider who knows how to take care of new customers.
@Chris38 That's impressive delivery time for the phone but yeah totally unacceptable timeline for the replacement SIM.
Is there not a gas station or drug store (SDM/LD) close enough to purchase a new SIM so that you can get your account activation done first and then message PM to reimburse you for the purchase of the new SIM?
11-17-2021 05:31 AM - edited 11-17-2021 05:31 AM
I'm rural.
The phone with Sim arrived in 3 business days. If it takes 2 weeks for a replacement SIM to arrive, I'll cancel and find a provider who knows how to take care of new customers.
11-16-2021 12:40 PM
Best place to get a PM SIM is at Canadian Cell Supplies online or you can drop into any PM retailer like London Drugs, Loblaw’s cell kiosk stands, Walmart (some might not sell just the SIM), etc.
11-16-2021 11:22 AM
@Chris38 : It's much quicker to get one in a store. How far away are you from a store that would have a SIM? Like, how big is the town you're in? Or do you live rural?
11-16-2021 11:17 AM
I've been advised to order another SIM card. I will update once the issue is resolved.
11-16-2021 10:35 AM
11-16-2021 09:23 AM
yes, PM should be able to fix it on the backend without issue... come back and give us good news
11-16-2021 09:20 AM
I just tried the PM SIM in my old phone with the exact same symptoms. No data not able to receive calls.
I've already opened a ticket last night just waiting for response.
Thanks to all that helped
11-16-2021 09:02 AM - edited 11-16-2021 09:22 AM
Great test @Chris38 .. at least we ruled out the device issue.
so, it's down to the SIM. you tried the SIM on your other "old" phone? same result? (or you can the issue by putting the SIM on another phone, that may trigger some re-provision on the back end) .
if still fail, open a ticket with PM. It has been some SIM provision issue in the last week.. PM should be able to resolve it without a new SIM card
To open ticket with PM:
1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.
Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.
2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there
11-16-2021 08:58 AM
I tried another Sim (my old phone service is still active) in the Certified pre-owned phone from PM and it works. So the phone itself is fine.
Must be the SIM or something went wrong during activation.
The phone shows its connected to the Public Mobile network. Just no data. And when I try calling my number it says "your call cannot be completed as dialed'
11-15-2021 05:56 PM
@CountyDownIeUk wrote:Just saying......I prefer a good used product vs a refurbished one. Is it possible that the phone had a defect and/or was not refurbished/checked out properly before it was shipped to you?
I concur. You never know who 'refurbished' product. Maybe it was just - ah, it powers on, no deep scratches - good to go.
The only drawback of 'used in excellent condition' might be battery life. And with last few phone generations it is almost impossible to replace battery by ordinary user.
11-15-2021 05:31 PM
A factory reset is recommended.
Call settings needs to be changed to 3G/WCDMA.
For data see If you can modify the existing APN settings and making it default instead of inserting new settings.
toggle between airplane mode on/off can reset the data settings too.
11-15-2021 04:59 PM
@CountyDownIeUk wrote:Just saying......I prefer a good used product vs a refurbished one. Is it possible that the phone had a defect and/or was not refurbished/checked out properly before it was shipped to you?
definitely possible... i remember there was another posts that the phone was not factory reset properly. But in OP case, we have a new account, new CPO phones, 2 "news" make it hard to determine who is the weakest link
11-15-2021 04:58 PM
@Chris38 wrote:I've tried all the suggestions. Still no proper connection. I've opened a support ticket
@Chris38 Since you have a new activation, it could either be the account issue or phone. It would be nice if you have another SIM card, a working SIM, to test out the phone.
Also , to check the SIM/account, it would be good if you can test out on another phone, another one that known to be working. Data could be an APN issue and could be hard to troubleshoot , but calls could be very easy to test
11-15-2021 04:44 PM
Just saying......I prefer a good used product vs a refurbished one. Is it possible that the phone had a defect and/or was not refurbished/checked out properly before it was shipped to you?
11-15-2021 04:33 PM
I've tried all the suggestions. Still no proper connection. I've opened a support ticket
11-15-2021 04:27 PM
try to do factory reset SAMSUNG Galaxy S10
if you're not happy in the first 30 days, return it for a refund.
CPO Warranty, Returns & Repair (publicmobile.ca)
and you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to
they can solve your issue, they are nice Service Team they will help you 100%.
Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,
Good Luck...
11-15-2021 04:16 PM
@Chris38 since it is a new phone, I agree that you should do a factory reset, re-setup with your PM SIM inside. It should pickup PM APN without issue after a reset
11-15-2021 03:51 PM
@Chris38 wrote:Hey
I ordered a galaxy s10 online through public. Mobile.
It arrived today and I put in the SIM, went online and activated it with a new phone number. I can make calls (shows private number) , can't receive calls and no data. I've added apn settings. There are two other APNs that I can't remove, so I added a new APN with settings based on what public mobile recommends.
Still no data, and can't receive calls.
Its been a couple hours now, I've rebooted a bunch of times.
What am I forgetting?
Thanks in advance.
@Chris38 If you selected a new number then all your phone services should be working straight away, although there could be incorrect entries for the APN settings affecting the data.
You could try removing and reinserting the SIM or toggling airplane mode on/off. Also perhaps a network reset. Another thought is to change your network setting to 3G/WCDMA as Telus is upgrading equipment which is affecting customers in certain regions.
Otherwise you'll need to submit a ticket via chatbot for customer support here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Second option is to send a private message to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
11-15-2021 03:49 PM - edited 11-15-2021 03:51 PM
@Chris38 , are you able to confirm that the self serve account is active? Try doing a network reset. Since you obtained a new phone number, you should be able to receive calls if you can make calls as there is no number transfer involved here. If you created a new APN, make sure that it is selected as the default APN otherwise the phone might be using one of the existing APNs even if it is wrong. Existing APNs are taken from a read only file resident on the phone, so they cannot be deleted.
11-15-2021 03:49 PM
@Chris38 : Since it's a new to you phone but used...maybe do a full-on everything factory reset.