SIM card registration failed

[Douglas1]

We have an old Nokia flip phone that we recently unlocked and signed up for Public Mobile. 

However, when I turn on the phone, I get the message "SIM card registration failure", and of course no service.

My account has an available balance, and we checked and rechecked the SIM card number etc. 

Any suggestions? I have searched the boards but not found a solution for us 😕 I have sent a message to the Mods, but wonder if it is something silly I am missing 😉

Thanks!

[Douglas1]

So, the SIM was never activated on the 'back end' and I have been promised a refund -- will show on my credit card in 7 - 8 working weeks apparently.

[Douglas1]

@CS_Agent

Still no resolution after 1 week (provided the requested information in a private message early Thursday afternoon, and nothing since) 😞

How does one go about getting a refund. I don't want to pay for something I have never been able to use and it looks like I will have to try another service provider. 

[Douglas1]

The Rogers SIM works in it as well, so not locked at all.

I agree, it is something with the SIM card and/or activation on PM's end. Haven't heard back since the message on the board this morning.  

[stonechucker]

@Douglas1, this is good news, in your last post.  You've now confirmed that the virgin sim works in the phone, which means YES the phone will work on this network but is it possible it's been locked (unknowingly) to Virgin (Bell) and needs to be unlocked (again)?

I'm now thinking your SIM is the actual problem, as it's not working on any of the unlocked phones.  Do you know anyone with a Public Mobile active SIM that you can try in your phone?

[Douglas1]

stonechucker, we have also tried the card in new, unlocked phones (various models, including an unlocked iPhone) - same error.

When I put my current Virgin SIM card in the flip phone, it works. 

So, while the age of the phone could ultimately be an issue, it doesn't explain why the PM SIM won't work in any of the phones we or the retailer tried. It seems to be an activation issue on PM's side... they say the account is fully activated etc., but something is wrong somewhere. 

[stonechucker]

How old is the phone, and when was it last used on Telus (or Virgin).

Telus and Bell do not support the 2G network any longer.  Rogers is turning it off in January 2019 I heard in a meeting today (GPS AVL system we use at work runs only on the 2G platform right now).

The link I had a date of 2008 I believe, so it may have been working on Telus when in regular use back then, but *may not* work on Telus now (or Virgin).

[CS_Agent]

Hi @Douglas1,

We've received your message and will get back to you shortly!

Thank you,

Syed

[Douglas1]

Tried it in an unlocked iPhone -- same issues. @CS_Agent - sent a few messages too. Can anyone fix the issue?

[Anonymous]

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@Douglas1 wrote:

It was a Telus phone - sourced from them originally in BC. Worked on the Telus network then, and works on Rogers and Virgin using our other SIM cards now.

The Public Mobile SIM card doesn't work in any other unlocked phones... our account is active according to what we see on our account and what the PM rep told the retailer who sold us the card.

Oy!

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Oy indeed. Virgin tells me that it *should* work here as they use the same network.

[Douglas1]

It was a Telus phone - sourced from them originally in BC. Worked on the Telus network then, and works on Rogers and Virgin using our other SIM cards now.

The Public Mobile SIM card doesn't work in any other unlocked phones... our account is active according to what we see on our account and what the PM rep told the retailer who sold us the card.

Oy!

[Anonymous]

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@stonechucker wrote:

Where was your Nokia 2720 fold sourced?  I’m seeing websites saying it’s a GSM phone in the US, and Telus does not run a GSM 2G network.  Rogers does run a 2G network in Canada.

https://answers.microsoft.com/en-us/mobiledevices/forum/mdasha/my-nokia-2720-wont-work-in-canada/b6d...

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Nice. Someone was trying to figure that out before but I guess it fell between the cracks.

And yet....he said it worked on Telus. I have found in the past that some of these reference sites are not entirely perfect.

[stonechucker]

Where was your Nokia 2720 fold sourced?  I’m seeing websites saying it’s a GSM phone in the US, and Telus does not run a GSM 2G network.  Rogers does run a 2G network in Canada.

https://answers.microsoft.com/en-us/mobiledevices/forum/mdasha/my-nokia-2720-wont-work-in-canada/b6d...

[Douglas1]

Still not working

The retailer where we bought the SIM card called in to their help line and was told that they couldn't do anything for us and that we had to go through the online account. The account is fully set up accprding to Public Mobile.

This is getting to be quite the frustration. 

I'm glad that most others seemed to have a fairly easy time getting set up (and I am quite computer literate, so don't think it's me  ) 

[Douglas1]

New SIM card - also did not work. Didn't work in the unlocked phone they had at the retailer either. She was also perplexed as to why it's not working. Looked at the account together etc...

Ugh 😕

[Douglas1]

Yes, did that 🙂

[lat34hat34]

Did you fully activate your SIM on Public Mobile's website before you set up your account? If not, go here and I'm sure that will help.

[krazykiwi]

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@Douglas1 wrote:

Yep -- have checked (and re-checked) the SIM #.

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If you bought the sim locally try bringing it back for another. In the odd case a sim card has been corrupt. Otherewise contact the MODs,

To get help with your account, activation, or service? Please contact the Community Moderator Team to get help with your account.They are Public Mobile support employees who can help with your issue; "https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder..."

 Click here to send them a private message. 'https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437  '

 In your message please include: PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue.

 Don't know your pin? Provide any 3 of the following: Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date amount.

 How long until they reply? Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Toronto Time]. Messages are replied to during business hours and in the order they are received. Typical response time is between 1-3 hours, but can be up to 48 hours.

 There is no need to send multiple messages.Some good posts/reads: Search PM GUIDE to find some great posts and answers to many common questions.

If either response to your particular request leads to the resolution of your issue , please help other community members by marking that post as the solution. Thank You

[Douglas1]

Yep -- have checked (and re-checked) the SIM #.

[krazykiwi]

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@Douglas1 wrote:

Correct, the iPhone SIM on another carrier worked in the Nokia. No, my iPhone has never been on the same network as the Nokia. I don't have another unlocked phone to try the PM SIM in 😕

Nokia was on Telus, now unlocked.

(Plan now shows $20 available, so that shouldn't be an issue now).

I do appreciate the help and suggestions!

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In self serve does the correct SIM card number show?

[Douglas1]

Correct, the iPhone SIM on another carrier worked in the Nokia. No, my iPhone has never been on the same network as the Nokia. I don't have another unlocked phone to try the PM SIM in 😕

Nokia was on Telus, now unlocked.

(Plan now shows $20 available, so that shouldn't be an issue now).

I do appreciate the help and suggestions!

[krazykiwi]

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@Douglas1 wrote:

Looks like our first assigned number was indeed assigned to someone else (I'm sure 'Paul' is a nice guy - the number belongs to him. I didn't leave a message 😉 ).

Changed the phone number, and still no luck - Still the same error message. At least when I call it, I get an 'out of service' message, so it isn't double assigned.

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If I understand right the PM sim did not work in your iPhone...but your iPhone sim works in the Nokia flip...correct? If the iphone and the nokia were previously both on the same carrier network this would suggest your nokia is still locked. 

Edit: Try your PM Sim in a phone that you know is unlocked.

[Douglas1]

Looks like our first assigned number was indeed assigned to someone else (I'm sure 'Paul' is a nice guy - the number belongs to him. I didn't leave a message 😉 ).

Changed the phone number, and still no luck - Still the same error message. At least when I call it, I get an 'out of service' message, so it isn't double assigned.

[Douglas1]

Yes, we have a plan, a phone number, and an active account.

I checked when signing up, and our phone is supposed to be compatible (Nokia 2720 fold).

I did put the SIM in my iPhone, and the SIM is not supported (with a different provider and phone is still locked). I put my SIM card in the Nokia phone, and it works fine - can make and receive calls.

So, I tried calling our new number for the heck of it, and got voicemail for someone else?! Yep, double checked our number. I will try changing our number...

[RobertQc]

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@Douglas1 wrote:

We have an old Nokia flip phone that we recently unlocked and signed up for Public Mobile. 

However, when I turn on the phone, I get the message "SIM card registration failure", and of course no service.

My account has an available balance, and we checked and rechecked the SIM card number etc. 

Any suggestions? I have searched the boards but not found a solution for us 😕 I have sent a message to the Mods, but wonder if it is something silly I am missing 😉

Thanks!

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"Available balance"? What about your plan? Do you have an ACTIVE account? Do you have a phone number? What plan do you have? You have to use your "available balance" to purchase a plan for 30 or 90 days.

Have you tried cleaning the SIM tray slot? Depending on how old the phone is the contacts could have corrosion on them.

Have you tried putting the sim in a different phone that is compatible with the network?

What kind of phone is it? Be specific. It may not be compatible with new network technologies.