Not connected to network

[Mikman001]

My phone says not connected to network , I have reset network rebooted , shut off , waited , restarted , pulled sim reinserted and still not connected , it is on my wifi no prob. also samsung s21 fe mint . What to do ? my acct is paid up as well plz let me know thanks 

[hTideGnow]

hi @Mikman001 

please remove your phone number,  you have posted to a community of customers , not Public Mobile staff

to get assistance from Public Mobile support, please submit a ticket as adviced above 

[Mikman001]

her number 

[Mikman001]

Or please transfer time over to my wifes phone so her's will use it 

[Mikman001]

ya i checked imei says not compatible so my phone won't work on public mobile ? if not i'd like refund of payment as no good to me and i'll go with a different service then thanks

[hTideGnow]

hi @Mikman001 sorry on behalf for not reading carefully 

yes Samsung S21 FE will work and you just need to ask PM agent to make a note in the account 

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[Mikman001]

Like I said did and it is listed there samsung s21 FE it is there and my phone has 5g

[Chalupa_Batman]

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@Mikman001 wrote:

yes all paid up and as I said was working fine till yesterday night 

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Yesterday night means nothing my friend. They are slowly removing the 3G network in Canada and if your phone is not on the VoLTE list, it may no longer work. 

Contact customer service and they will tell you.

If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

Public Mobile Chatbot - Contact Us

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[Mikman001]

yes all paid up and as I said was working fine till yesterday night 

[Chalupa_Batman]

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@Mikman001 wrote:

I did all that I have was connected yesterday no issues 

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Check the IMEI checker and also, try your SIM in a different phone. If you're still having issues, contact customer service. It may be a phone issue. Did you confirm for sure your account is paid up? Recently, there have been issues with autopay not working, leaving customers without a functioning line.

[Mikman001]

I did all that I have was connected yesterday no issues 

[Chalupa_Batman]

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@Mikman001 wrote:

My phone says not connected to network , I have reset network rebooted , shut off , waited , restarted , pulled sim reinserted and still not connected , it is on my wifi no prob. also samsung s21 fe mint . What to do ? my acct is paid up as well plz let me know thanks 

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First, confirm your IMEI number is on the VoLTE list.

To confirm if your phone will work with Public Mobile, please see this link. At the bottom of the page, you can insert your IMEI number and the system will advise you if it will work with Public Mobile.

https://www.publicmobile.ca/en/get-help/articles/volte

Use Public Mobile's VoLTE checker as a guide only, as results are not always 100% accurate.

If it is, you can try placing your phone into Airplane mode for 10 minutes, turn off phone for 5 minutes, turn phone back on and turn off Airplane mode. This normally reconnects your SIM card and phone to the PM network.

Have you tried your SIM in a different phone?