Service not working

[Shade113]

Hello, I have been on vacation for 5 weeks. Just returned to Canada and my Public Mobile Phone Plan doesn't work. The phone plan has been paid on August 12. I have restarted the phone, played with the settings but it doesn't work in general (no calls, messages, data). It says "SIM not provisioned", not sure what does it mean. Phone plan worked before vacation.

[Shade113]

Well I did log in but it doesn't say active or inactive. I can see my usage etc. as usually and I did send the ticket. Thanks so much! 

[hTideGnow]

hi @Shade113 i am just a customer trying to help

did you login My Account and confirm if account is active?

and since you tried all the suggestions, it is time to ask PM support agent to help.  Please submit a ticket with CS Agent.  You can submit a support ticket right at My Account and PM app using the  Expert Messaging in one of these ways:

• My Account on a browser: click Message Centre on the left pane to Start a Chat
• Public Mobile App : Go to Support page, click Chat with an Agent, and Start a chat
• If unable to access My Account/PM app, submit a ticket here using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
  
  Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket
  (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")     

Remember CS_agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

[Shade113]

None of your recommendations worked. I have tried the sim in different phone and says the same. I don't understand why this happens. It should be working normally.

[hTideGnow]

HI @Shade113 

i guess you used travel esim or travel sim card? make sure you deleted the travel esim,  and removed the travel sim card

check the VPN screen to delete an VPN profile. 

then go to Sim card manager or Settings, Cellular on iPhone to enable the Public Mobile sim,  set it with label Primary.  

And Reboot your phone and reset network settings and test again.

if same, test the sim card using another phone (if you have physical sim).  Or if you have eSIM, login PM app, go to Account, Puchase sim card  and get a new eSIM