Registering on network

[Selba]

We were out of Canada for 2 years, just returned, got 2 new sim cards. I had no issues with mine it is up and running. I just can't get my husband's going it is not registering on the network for some reason. Please help. The phone is a Samsung note 4

[dust2dust]

I think I understood your original question. I was asking if the husbands phone worked here before. But maybe now you're saying you were both with a different provider back then.

[softech]

@Selba   cool

on the one that does not work, what error does it show?Sim not provisioned? No Sim? NO network? 

did you try to swap the sim and test?

There is a chance there is a provisioning issue with the sim card, just open ticket with PM support to confirm:

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 to you there

[Selba]

Those were different sim I closed them when I left these are brand new.

[dust2dust]

Can you put the "problem" sim in your phone and see what happens?

[Selba]

No I canceled both when I left these both are brand new Sims and accts

[softech]

@Selba    2 years??  

 have you been paying for both SIM cards/accounts?

Accounts suspended due to non-payment for 90 days will be permanently closed

If you have gone for 2 years, sound like you have been paying 1 of the 2 accounts and hence it is working

The other account, could have been an Autopay failure during the 2 years and hence the payment stopped at some point.

[dust2dust]

Did it work here 2 years ago? Can you do a full power off and then restart and see if any messages pop up?