My experience with Public Mobile

[kevin17hearth]

As you all know, Public Mobile has been having issues with porting numbers. I also am in that current situation. 

My problem started on Sunday at around 10:09AM. Go through the process, receive the text from my Previous Provider (Fido) about a number transfer. Replied yes. (Didn't know if it went through so I called their porting support team) Transfer was succesful. Accounts from Fido have been cancelled. Great, shouldn't take that long I supppose.  Well I was wrong. As of writing this, it is Thursday 10:47AM. Issue still has not been fixed. What are my issues? PS I'm on eSIM

1. No data

2. No SMS

3. Can't make calls, only receive (but the receving side shows Unknown Caller) Get a ERROR 7B1.

What have I done during this time? I have sent 3 messages to CS_AGENT as well as made a compaint to CCTS. Radio silence from CS_AGENT. CCTS on the other hand is making some headway. Responding to their emails and providing them with more information fo them to review this complaint.

I have also called the Public Mobile transfer line, did not work. (If some of you know that number goes to Koodo and I requested a call back from them and they said they don't work with Public Mobile and don't have access to the network).

And also, yes I have restarted my phone and turned on the line. Did not work for me.

To the people affected by this, you're not alone. It is frustrating. So I have a sort of solution for you and this is what I've came up with for the time being and disclaimer this if only for my situation so do it at your own risk.

I signed up for a 15-day Free trial from Fizz Mobile. I'm using an iPhone. I used the call forward feature and re-routed personal number to the temporary Fizz gave me. This is just a temporary solution for someone is my scenario and it isn't perfect. I can receive calls now from my original number (with call display, and not unknown number anymore) But when I make calls it will be from my temporary number. I can't recieve SMS to my original number. But I have some data.

I'm hoping this issue gets resolved within the next 15 days so I don't have to pay for a Fizz subscription. 

Fingers Crossed =/ 

[kevin17hearth]

Hi @Dunkman 

I tried it again with rebooting and resetting network settings and it didn’t work. 

I’ve gone and dug so deep into this that the only people that can help is the technical side of things because the cs_agent told me that she checked my ticket and it was “resolved” so I don’t know anymore. Went into a store today and I can’t even port out my number because I don’t have access to SMS LOL. Anyways hoping to get a reply from the CCTS on Monday or a Public Mobile Rep

[Dunkman]

@kevin17hearth 

Try to remove your old Fido SIM card. Reboot phone with PM SIM card only. 

Might want to try a network reset of phone (if not tried earlier). Note: this will often erased any saved Wifi passwords, etd.

[Nhithao]

Sounds like it was not fixed at all. In my case I have new Sim ready to replace old sim but agent told me the solution required fix on the activation step where it failed. My phone worked now on the old origin Sim card

[kevin17hearth]

Yes they told me it was fixed. After saying it was fixed they tried setting up the eSIM with me. It wasn’t working. They then told me to get a physical sim because that would be the only solution. That solution doesn’t work either…

[Nhithao]

CS agent told you it wad fixed. So possible CS agent fixed for you on original esim like re provision then you deleted that same esim

[kevin17hearth]

I was with Fido before (physical sim)

switched to PM (eSIM) wasn’t working. The agent I was working with tried multiple times to get me to install eSIMs and it was not activating. I went ahead and bought another plan on another account to try on the phone that wasn’t activating (eSIM) and it worked. 

I have now bought a physical sim and followed the steps to change the sim number on my profile to the number on the back of the card I just bought. I have inserted the SIM card into the phone and it is still not working. I have called Fidos porting number and they have confirmed the number has already been transferred. The number shows up on my profile as well. 

I have already deleted all eSIMs from my phone and the only things I have now are. The old sim card from Fido. And the new SIM card from public mobile 

[Nhithao]

I had no services too and nice CS agent fixed for me. You said you switched to physical Sim card. Was it esim before?

This is important since the fix was applied to the orinal sim. You may try verifying your phone and enable esim, remove Sim card. Reboot (ie power off and on). If origin is physical sim card then put it back

[kevin17hearth]

Ok, I will send the customer support a net-new message.

[kevin17hearth]

Hi @hTideGnow I’ve already messaged the agent multiple times. Do I send out a new message to CS_Agent?

[hTideGnow]

hi @kevin17hearth they are online and working today, please message agent again

[kevin17hearth]

Hi @hTideGnow 

The customer agent is not online. I’ve replied to them. I have already tried with a different phone and it’s not working. iPhone XS Max, iPhone 12 Pro Max, iPhone 13 Pro Max. 

I have confirmed that it is a technical problem with the Public Mobile Side

[hTideGnow]

hi @kevin17hearth 

since customers agent with your ticket already, reply them and let them know it does not work

and what phone do you have? test your sim card with different phones

[kevin17hearth]

I’ve had no service since signing up with Public Mobile. January 25th, 2025. It’s been a week without service. 

I have switched to a physical SIM card. I’ve changed the sim # in my profile. I still don’t have any service. The customer agent has told me the issue has been resolved on their end. 

The issue has not been resolved on my end. 
Please advise on what I need to do. 

[kevin17hearth]

The problem has not been resolved. Can someone please contact me via my phone number. The support that was helping me has not responded in an hour. I think she is off the clock. The support told me to delete my old public mobile eSIM with the old number and as well as the Fizz temporary number and told me to install a new eSIM (multiple times). Did not work. Now I can't recieve any phone calls from that number which is very crucial. 

I have made a new account and paid for a new plan from public mobile to install on my current phone. It worked flawlessly. Can someone please transfer my number tonight? PLEASE. 

My conclusion is that there's something wrong on either my old Provider's side Fido or Public Mobile. But can someone please do something about this tonight. I'm really stressing over this.

[Stevelam]

The wait time can be long. Eventually, PM support will reach out to you via the Community inbox. Hope you’ll get it resolved soon.

[CSA_PM]

Hi @kevin17hearth 

I sent you a private message to your created ticket.

[slusagm]

the weekend flash sale was great but too many activation and the support queue is long

they will get back to you today if you submit ticket, or message again for update

message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[softech]

@kevin17hearth 

I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage