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halijen_ · ‎07-03-2025

Hi guys

I'm really hoping for some help here as I've been dealing with cs team since 6/16 with no avail and no service on my samsung s22 ultra.

I have had public mobile and used it successfully since 3/15 of this year, both in Can and US, no problems on either side of the border. In fact it was so easy it felt too good to be true.

Flash fwd to June, my card is declined on the autopay. No big deal, I forgot to move the payment to the card in question, so I do so, and I make the payment in app and all seems OK? Looks like I'm connected to the public mobile network. This same thing happened with my husband's phone, same model as well.

6/19 we hit the hwy on a road trip. Weird, we cant maintain connection to the towers but when we arrived at our first hotel, and connected to wifi, we seemed to have the ability to text each other again without issue, so we thought nothing more of it other than perhaps there was an outage that day.

6/20 we hit the road again and neither of us has service, again, we cant stay connected to the towers while whizzing down the hwy. Seemed like when we stopped and we throw on flight mode we could sometimes get service and sometimes not. Never reliably. Started troubleshooting with cs team when on wifi.

We crossed the border and got the text we got when we crossed the border in April, saying we were now in the usa etc etc. Again, could intermittently connect with tmobile, Verizon, and at&t throughout maine, new hampshire and Massachusetts but never reliably and never on the highway or when in motion.

Cust service has had me try two new esims, one I installed stateside without any positive changes in my service, so the second I waited to install until I was canadian side and it was no different once again.

Cust service has had me try the current esim (my 3rd public mobile esim now) in two other devices which had the same issues.

Not registered on network error when trying to place a call.

No mobile data.

Text messaging again, is intermittently working, and not reliable.

What the hell is going on??

I don't even care about my phone number that I've had for over a decade anymore - I just need service! And it's been over 2 weeks of troubleshooting with no avail. Can anyone help or give additional advice we've not tried? Seems suspect this is happening on both phones and that it's a phone issue not a network issue

Thanks

slusagm · ‎09-08-2025

@halijen_ @DonWaterloo

i was able to use S22 in US and Canada without trouble

and you tried all 3 US networks, tried connecting manually? tried locking the network mode to 4G or LTE instead of letting it automatic?

And it works in Canada without problem and just not in US?

halijen_ · ‎09-08-2025

No, I'm afraid they did not ever fix the problem. Eventually switched to physical Sim, same problems on the s22 ultra but not on an older Pixel. So, the problem is definitely that phone model on their network. My husband has the same phone, same problems with no resolution. But neither of our s22 ultra have a problem on any other network we've tried.

Baffling, because you'd think that in all of Telus that would employ someone who could troubleshoot such a common phone to provide service to a lot of people, but instead they hide behind the 'its prepaid and the customer should know what they're getting into beforehand' templates script. Egregious customer service.

This is a case of you get what you pay for in terms of service. Its great when it works because you dont need help but when you do need help its pretty apparent its not available to you because you're paying a budget carrier.

DonWaterloo · ‎09-07-2025

My wife is having the exact same problem with her Public Mobel esim in her Samsung S22. Did you ever find a solution for this problem?

She has contacted customer support, who says the engineering team has reset her registration on the network, but that has not helped.

36demadbox · ‎07-11-2025

I have the exact same phone and it had been having the exact same issue since roughly the same time I've done multiple esim swaps and nothing is fixed it. Mine does the same thing where I can turn on airplane mode and shut it off and I can get service temporarily I'm at the point I'm extremely frustrated I have tried a physical SIM from another provider and it works fine it's clearly an issue on their end and they want me to get a physical Sim. If I have to do that I will just witch providers.

halijen_ · ‎07-03-2025

Thank you! I have checked both, neither are blacklisted. I purchased the phone outright from fido, original owner since 22 lol

slusagm · ‎07-03-2025

They won't just lost your number

Is that a new phone you bought not long ago?

Check if the phone is blacklisted

https://www.devicecheck.ca/check-status-device-canada/

If the phone has esim, you will have two IMEI, check if both IMEI clean

halijen_ · ‎07-03-2025

My thoughts exactly! Its as if they've lost my number.

halijen_ · ‎07-03-2025

Interestingly enough, I read of the flight mode trick in another thread and while it does work to make it move from no service or emergency calls only to public mobile, I am still not registered on network when I try to place a call.

halijen_ · ‎07-03-2025

computergeek541 · ‎07-03-2025

@Sansan wrote:
No it should not show disconnected. Do you know if there are any outages in your area. Try toggle airplane mode. Restart

Please see the message that I posted before yours. The mobile network disconnected message does not necessarily indicate that is any problem with the service.

Chalupa_Batman · ‎07-03-2025

@halijen_ wrote:
They were purchased outright a few years back when we were with Fido.
I'm not sure what I'm looking for here in About Phone, sorry! but I appreciate the help. the model number in about is SM-S908W. What am I looking for in terms of something for firmware? Nothing in here that i can search on that term

Settings > About phone > Software information and locate the Build number.

Sansan · ‎07-03-2025

No it should not show disconnected. Do you know if there are any outages in your area. Try toggle airplane mode. Restart

computergeek541 · ‎07-03-2025

@halijen_ wrote:

I would think my mobile network state shouldn't be disconnected?

That message in itself only means that there is no mobile data connection, but some phones will display that message if the customer is using Wi-Fi instead. The not registered to network message is the greater concern.

halijen_ · ‎07-03-2025

I would think my mobile network state shouldn't be disconnected?

halijen_ · ‎07-03-2025

They were purchased outright a few years back when we were with Fido.

I'm not sure what I'm looking for here in About Phone, sorry! but I appreciate the help. the model number in about is SM-S908W. What am I looking for in terms of something for firmware? Nothing in here that i can search on that term

Chalupa_Batman · ‎07-03-2025

@halijen_ wrote:
Cs has said they have refreshed both esims and asked us to reset network a few times with each esim installation.
We haven't tried a physical Sim in the Samsung but did try the esims in other phones and there was the same not registered on network error when trying to place a call.

Question. Where did you purchase these phone from? Also, if you go to the "About" in the settings, PM requires the firmware to be CWAI & above. Can you confirm? Or SM-S908W ... sorry, not an Android guy anymore. But still love to troubleshoot.

halijen_ · ‎07-03-2025

Cs has said they have refreshed both esims and asked us to reset network a few times with each esim installation.

We haven't tried a physical Sim in the Samsung but did try the esims in other phones and there was the same not registered on network error when trying to place a call.

Sansan · ‎07-03-2025

@halijen_

Wow totally weird.

Do either of you have a physical SIM card or can borrow from a friend to test if it's the phone itself?

I'm assuming that you've reset networks.

Have cs agents provision the phone on their end?