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[Isabelle2002]

Hello, I changed from Bell Mobile to Public Mobile yesterday. On the public mobile app it says my account is active and Bell knows I cancelled my account there. However I do not have any service and therefore can’t use my phone without wifi. The chat said to look at my APN in settings but on my iPhone I could not find it under cellular data network. How can I have access to the 5G in my plan? Thank you for your help. 

[hTideGnow]

hi @computergeek541 but @softech said he escalated on Sept 2, and @CSA_PM only reply on Sept 4...

[computergeek541]

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@hTideGnow wrote:

hi @CSA_PM / @computergeek541 / @softech 

how fast this escalation? this was an issue in The, Oracle side he escalated the same evening but CS not reply till Thur.  The escalation is not any faster 

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A response often comes within minutes of an escalation, but usually within 30 minutes.  it's an estimated response time only though and in this case, I agree that there was a delay. When I originally replied, I didn't realize that the thread was started the day before. The escalation hours are different than the main CS_Agent staffing and do not go as late in the night.

[hTideGnow]

hi @CSA_PM / @computergeek541 / @softech 

how fast this escalation? this was an issue in The, Oracle side he escalated the same evening but CS not reply till Thur.  The escalation is not any faster 

[CSA_PM]

Hello @ Isabelle2002,

I sent you a private message. You can view it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[computergeek541]

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@hTideGnow wrote:

hi @Isabelle2002 

did you submit ticket with PM?

I saw Oracle said he escalated the issue, any  PM agent contacted you?

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Based on the timing of the escalation, contact from Public Mobile will likely occur around 8:00am to 8:30am EDT.  When an Oracle escalates an issue, a customer generally shouldn't open a ticket as doing so will cancel out the escalation.  The response from an escalation on weekday is usually faster than opening a regular ticket.  Escalations are prioritized slightly higher.

[hTideGnow]

hi @Isabelle2002 

did you submit ticket with PM?

I saw Oracle said he escalated the issue, any  PM agent contacted you?

[Isabelle2002]

Yes I have removed the bell sim, and rebooted my phone, 

[softech]

@Isabelle2002 if there is no service, it could be a sim provisioning issue. 

But first, make sure you removed the Bell sim or disable the Bell esim, then reboot phone and Reset Network Settings 

But I have also escalated your ticket on behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[TheSterlinger]

Hi,

So did you cancel your bell account prior to transferring to Public Mobile? Because the account must be active to port.

If not, did you reply to the text from bell within the specified timeframe?

Make sure to remove the bell sim card, reboot your phone. Also, do you have a 5g phone? You will have access to 5g  the speed no matter which plan you have.

Make sure your on the latest IOS version.