Not registered on network

[Ryderglobal]

I might be done with Public Mobile before I even start.

I received my SIM, activated using the app and selected a number. However, I now just get the error message "Not registered on the network", when I try to use the phone.

I have tried using it on 3 different phones.

The Network Operators section is grayed out on each phone, so I'm thinking the sim is faulty.

I can't even access my Public Mobile account as it wants to send me a 2FA code, to the number that I can't use.

Any suggestions?

[Ryderglobal]

I'm in BC.

[Phil_Adelphus]

@Ryderglobal   You wouldn't be in Ontario by chance?  Apparently there is a Telus outage due to the power outages in some areas.

[Ryderglobal]

Yes, it's showing 4 messages send to CS.

[Phil_Adelphus]

@Ryderglobal   Can you check your Sent folder (under the Inbox) and make sure your message sent?  It's unusual for them to take this long but there are a few people on here complaining about it the last few days.  

[Ryderglobal]

I still can't get into my account. It won't let me move past the second stage of 2FA, where I only have the option of sending a code to the new number. I.e - when I first login it will send a code to my email, then there is a second stage to get verified for account access, that requires the code going to the new number. So I can't toggle of the "subscribed" button.

I am sure I'm looking in the right place for the community inbox, as it's the only inbox I can access.

[Phil_Adelphus]

@Ryderglobal   Are you able to log in to your account by tapping "didn't get the code" and selecting email?  If so you can toggle "subscribed" off to "unsubscribed" if you don't want to continue trying to get this fixed.  You could also check that the sim number that shows in your account matches the one you received.  As @hTideGnow  said, are you checking the right places for an agent's response, either at the envelope icon top right of this page or tap your avatar?

[Ryderglobal]

Yes, I checked. No reply, it's really frustrating.

[hTideGnow]

hi @Ryderglobal 

did you check the Community inbox (they don't reply via email , but only to the inbox in the community).

and if there is no reply, please message them again today, they will help

[Ryderglobal]

Still no reply from CS on this issue (after 24hrs), which means I still can't use my phone. It's a terrible introduction to Public Mobile and really highlights the need to use a provider with customer service.

I can't even contact them to cancel the service and give me a refund.

[Phil_Adelphus]

@Ryderglobal  I can't even access my Public Mobile account as it wants to send me a 2FA code, to the number that I can't use

If you get a "didn't get the code" when you go to log in, tap that and choose the email option.  If you still get "resend code" than that workaround may not work.

[Techfish]

It may be best to wait another hour or so. I'm sure they'll get to it soon.

[hTideGnow]

hi @Ryderglobal 

check inbox to see if any one replied.  And if nothing, message them once more

[Ryderglobal]

Thx - I messaged them 3hrs ago. I guess I will leave it a bit longer. 

[Techfish]

You just need to contact a support agent. They can help you from there!

[hTideGnow]

hi @Ryderglobal 

you don't need to leave Pm, this is an easy one, I just helped another member

you just need PM support to help to fix the activation problem on the system.  You can submit a  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