New phone and Sim card

[Shayne2]

I just bought a new phone from your website and a new Sim card as mine were damaged. I did the Sim number change and got my phone all set up now I get a message saying network not available and it is listed as public mobile in my settings? Not sure what else to do

[darlicious]

@Shayne2 

Have you tried a network reset?

[Shayne2]

Thank you

[hTideGnow]

---

@Shayne2 wrote:

How do I contact them?

---

@Shayne2  open a ticket with PM support, click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.  Follow these these to get to ticket open page quicker:

1. type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[Shayne2]

How do I contact them?

[Anonymous]

---

@Shayne2 wrote:

Can receive calls, but when I try calling says network not available

---

@Shayne2 

can you test that SIM card in another device to you can check it out the issue from SIM card network or your device,

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,  

and you can try to reset network settings and Changing APN Settings,

Spoiler

for IPhone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit  Here link, 

and go Changing APN Settings On An IPhone

click Here link, 

How to reset network settings on an Android device

1. Open the Settings app on your Android.
2. Scroll to and tap either "General management" or "System," depending on what device you have.
3. Tap either "Reset" or "Reset options."
4. Tap the words "Reset network settings."

   or visit  Here link,

and go Changing APN Settings On Android device

click Here link,

Ensure you have the correct APN settings by visit Here link,

Select the brand and model of your phone, After doing so, you will be provided with the exact APNs required for your phone on our network.

and do Rebooting your phone,

*what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link 

or Here link 

for android visit Here link ,

and do Rebooting your phone ,This is quick and simple,

*what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

if you can't fix it 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 the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

Spoiler

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
  
• phone number,
• account 4 digit pin,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[t_p]

---

@Shayne2 wrote:

have done all that

---

@Shayne2 

So you've contacted CS?

[walker1]

@Shayne2 

Your sim card probably needs to be provisioned correctly by a Public Mobile CSA.   That'll fix that.

[Shayne2]

have done all that

[Shayne2]

Can receive calls, but when I try calling says network not available

[Shayne2]

Yes, Sim card number changed on my account, restarted phone and public mobile as network

[t_p]

---

@Shayne2 wrote:

I just bought a new phone from your website and a new Sim card as mine were damaged. I did the Sim number change and got my phone all set up now I get a message saying network not available and it is listed as public mobile in my settings? Not sure what else to do

---

@Shayne2 

Try reinstalling your SIM card or try it in another phone.

Also try a network settings reset.

If nothing works, your card may not be provisioned properly. Contact CS for help:

Spoiler

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.
After sending the message, watch your community inbox for their reply.

 Since your phone is new, you could also try a factory reset.

[Anonymous]

@Shayne2 

go sign in to Self-Serve, to review your account,and check it the SIM card number the same new one,

and do Rebooting your phone ,This is quick and simple,

*what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

[Dunkman]

@Shayne2 

Does the new SIM card number show up in your self service account?  

Maybe try rebooting your phone.

Network reset of phone.