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Says sim card is unregistered but my plans active

Ry709
Great Neighbour / Super Voisin

It was working fine until today, now it says my sim card is unregistered.

9 REPLIES 9

Doomsday
Good Citizen / Bon Citoyen

If you have tried everything listed here. 

Contact a moderator for assistance:

 

https://www.publicmobile.ca/en/qc/get-help/articles/contact-a-moderator

cellphoneuser1
Mayor / Maire

@Ry709 wrote:

It was working fine until today, now it says my sim card is unregistered.


Unregistered means there's a network problem, service was switched to another sim, or your service is cancelled. Can you still log into your account?

@Ry709  open a ticket with mod and check with that what's the SIM card number on the system.  

 

(After you open a ticket with mod, please monitor your Community inbox, envelope on the top right.  Mod will communicate with you via messaging within Community)


1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot , then type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.


2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Anonymous
Not applicable

if is still have same issue you have to Submit a ticket to customer service by Moderator Team,

 

Here’s how to contact customer service by Moderator Team,

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click HERE to get started.
  • or you can send a private message to Moderator Team  by Click HERE
  • You’ll need to be logged in to your Community account for the link to work.

 

  • please include in your message,
  • your account number,
  • your phone number,
  • your account 4 digit pin,
  • explanation to them nice Team and nice service.

 

      Good Luck


@Ry709 wrote:

Tried all suggested options and still not working


@Ry709 

Does you Self Serve account status say Active?

 

Check if your phone is blacklisted here:

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

 

 

Ry709
Great Neighbour / Super Voisin

Tried all suggested options and still not working

BKNS27
Mayor / Maire

@Ry709 

Where does it say your SIM is unregistered? I’m your self serve account?

Try cleaning the SIM and rebooting like @Anonymous and @softech have noted.

If it still doesn’t work, create a ticket for the PM moderator to look into your issue.

 

Hope it is not SIM swapping!

Anonymous
Not applicable

can you do try reseat the SIM card

1.power off your device

2.take out the SIM card,

3.wipe it clean,

4.put it back and power on,

5.toggling airplane mode off/on,  

 

it happened sometime you know, A normal reboot without reset, didn't work. At least try it,

only work after reseating the SIM card.

 

can you try it selecting the network to "3G ONLY"

for iPhone visit HERE 

or HERE 

 

for android visit HERE ,

 

what is mean for Rebooting the phone means to turn off your phone and turn it back on.

 

Good Luck

softech
Oracle
Oracle

@Ry709  did you try to reseat the SIM (power down the phone, take it out for a minute and put it back in and power up)

 

if still not work, do you have a 2nd phone you can try?  put your SIM on the other phone and see if you get the same message.

 

If both fail, you might have to open ticket with mod to confirm the SIM number on the system matches what you see on the SIM card.

 

Need Help? Let's chat.