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No service

Kbdr
Good Citizen / Bon Citoyen

I activated my SIM card this morning (roughly 5 hrs ago) and I still have no service.

 

The SIM card shows up on my PM account, showing its active.

 

I ported over a number from Koodo, replied yes, and received an email from them that my number was successfully ported. And my Koodo SIM no longer works, so the port was in fact successful.

 

I have an LG Velvet. I've reset the network and APN settings. I restarted my phone after inserting the SIM, and multiple times since then.

 

My phone isn't blacklisted.

 

What can I do ??

1 ACCEPTED SOLUTION

Accepted Solutions

BeachNBeer
Deputy Mayor / Adjoint au Maire

@Kbdr  If nothing if working than the sim likely did not provision correctly. Only Customer Support can fix that issue. Telus owns Koodo and Public Mobile so nothing wrong with the phone working on the network as it is the same network. Likely the sim did not provision correctly. Below is the contact details for support. If you used a referral code for $10 sign up bonus that will be applied to your account within 72 hours. The holiday free gifts (2gig data / 500 long distance minutes) will be applied to your account in 7 days.

 

Contact customer service agents. 

 

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.

View solution in original post

29 REPLIES 29

Triguy
Mayor / Maire

If you have another phone then try swapping the sim.

Was your Koodo account post ,paid or prepaid ?

If you wish to transfer an existing number from TELUS Prepaid, TELUS Postpaid, or Koodo Postpaid, the process will be the same as transferring in from a different carrier (see the instructions above).If you wish to transfer an existing numbering from Koodo Prepaid or PC Mobile, you will need to first complete your activation with a new number, then reach out to our Customer Support Agents here in order to transfer your existing number to Public Mobile.

Kbdr
Good Citizen / Bon Citoyen

I don't.

Kbdr
Good Citizen / Bon Citoyen

It was postpaid. And I've already activated the SIM card and ported the number over.

 

Normally these are pretty instant. But it's been a bit now.

 

And I'm not very techy at all, so this is really quite frustrating 😞

hTideGnow
Mayor / Maire

HI @Kbdr  , LG phone usually needs to do a Network Reset when change network.  Please try Network Reset

 

Then tell us if it shows the phone connects to the network.  If yes,try making an outgoing call first

Kbdr
Good Citizen / Bon Citoyen

Yes. I already did the network reset.

esjliv
Mayor / Maire

@Kbdr wrote:

It was postpaid. And I've already activated the SIM card and ported the number over.

 

Normally these are pretty instant. But it's been a bit now.

 

And I'm not very techy at all, so this is really quite frustrating 😞


@Kbdr  - you're right porting should be pretty quick for most services.

Incoming calls are usually the last to port over.

 

Keep rebooting every few minutes or so, to see if the network gets triggered.

 

Maybe you can borrow someone's phone to try your SIM card into to see if any services work??

 

If you have continued no service issues and you can test your SIM into another phone, and it still does not work, ask CSA to check the provisioning of the account.

 

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

esjliv
Mayor / Maire

@Kbdr  - if this is a PORTING issue, check your INBOX private messages.

I sent you the porting phone number to use for porting issues only.


@Kbdr wrote:

Yes. I already did the network reset.


Hi @Kbdr , 

What is showing on the screen?  No Service?

 

Did you try to put your SIM in another phone ?  Also, try to manually pick the Network and don't let it use Automatic.  Go to Network Selection and see if it sees Public Mobile.  Select Public Mobile

 

Was this LG phone used on Koodo before?  If not , you just bought it new?  where you buy it from?

 

 

Kbdr
Good Citizen / Bon Citoyen

@esjliv I can't send or receive any texts, or make or receive any calls, can't use data.

 

I'm thinking maybe something is wrong with the SIM. Though they did send me a second one as well, if I "changed my SIM" from my account to the new one, might that help?

 

Unfortunately, trying the SIM in a different phone isn't an option.

 

And I did reach out to public - using the bubble as well as DM. But I imagine noones going to be working for a few days. Was hoping to find a solution before then because I'm not exactly in a position to be without a phone right now.