“No service”

[ShelleyE64]

Hi!  I activated my Public Mobile SIM card, ported my number from Telus and bought my plan yesterday.  I have wifi connection but “no service” for calling or texting.  I’ve spoken with Telus to make sure there is no issue at their end and they suggested it may be a technical issue with my SIM card.  I’ve tried powering my phone off/on and resetting my network settings but no luck.  Any suggestions?

[ShelleyE64]

You’re a genius!!  I wondered about powering off my phone before removing SIM card.  I tried your suggestion and it worked perfectly after that.  Simple fix! 
thank you

[BKNS27 · Accepted solution]

@ShelleyE64 

Common mistake that people make is to turn the screen off and not powering off the phone before swapping the SIM.

Try powering off your phone by holding down the power button then reseat the SIM then power back on.

[computergeek541]

---

@ShelleyE64 wrote:

Hi Meow,

Yes, I contacted Telus this morning and I had to remove PM’s sim and replace it with my old Telus SIM in order to receive the message regarding porting my number.  I then answered yes, Telus confirmed the port was successful and closed down my account.  I then put PM’s SIM back in but still same issue.  Telus rep confirmed everything is ok at their end and suggested I contact Public Mobile customer service as it appears to be a technical issue with Public Mobile.  I have opened a service ticket.

---

Since the porting has completed, it doesn't matter now, but contacting Telus wasn't a good idea.  When none of your Public Mobile services are working, that can't possibly be caused by a number porting issue.  The issue with contacting Telus (as they own Public Mobile) is that a specific department of theirs has the ability to complete the number porting.  In this type of situation of situation, the number porting completion is the last thing that you would want (if it hadn't already been) because it leaves you without service of any kind (instead of still having service at Telus Mobility).   

[ShelleyE64]

Hi!

Thanks for your reply.  I cannot make outgoing calls or send texts.  Telus suggested it may be a technical issue with the SIM and advised to contact customer service.  I have opened a ticket with PM support and they are looking into it.

[ShelleyE64]

Hi Meow,

Yes, I contacted Telus this morning and I had to remove PM’s sim and replace it with my old Telus SIM in order to receive the message regarding porting my number.  I then answered yes, Telus confirmed the port was successful and closed down my account.  I then put PM’s SIM back in but still same issue.  Telus rep confirmed everything is ok at their end and suggested I contact Public Mobile customer service as it appears to be a technical issue with Public Mobile.  I have opened a service ticket.

[Meow]

Did you do proper porting? Replied yes, etc.?

Can you call your number and see what kind of message do you get?

Did Telus close your Telus account?

WiFi has noting to do with any mobile service. Pull SIM out and it will work perfectly.

[softech]

@ShelleyE64   Can you make an outgoing call?  If you cannot even make outgoing calls, it is a SIM provisioning issue. Please open a ticket with PM support and have them to check. It should be a quick fix:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there