Service not working

[jwalker410]

I have tried many things to fix my problem of having no service, data, text, calls. Nothing has worked I may need assistance. I have never had any problems before.

[esjliv]

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@jwalker410 wrote:

I put my SIM card into another phone and it had service. I know now its a problem with my phone. Thank you for the help.

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@jwalker410  - good to rule out your SIM/account.

As for the problem phone...is this a 'new to you' phone?

If you have checked the blacklisted site and it is not listed, could it be locked to its previous provider?

Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

OR, if Samsung contact them directly to unlock it.

See if you model is compatible -

Public Mobile uses the following frequency bands:

• 4G LTE and LTE Advanced: 700 MHz, 850 MHz (band 5), 1900 MHz (band 2) and 2100 MHz downlink and 1700 MHz uplink (AWS).
• HSPA: 850 MHz, 1900 MHz (UMTS).

https://www.kimovil.com/en/frequency-checker/CA

https://willmyphonework.net

https://www.frequencycheck.com/

[darlicious]

@jwalker410 

Check for your device to have been blacklisted.

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

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin

[softech]

@jwalker410   good.  glad you have the issue find out

Was the phone a new phone you just bought via private sell?  check if it is blacklisted

or if the phone is not North American model, maybe it does not have the compatible band?

But you know why?  mind to share?

[jwalker410]

I put my SIM card into another phone and it had service. I know now its a problem with my phone. Thank you for the help.

[BKNS27]

@jwalker410 

It seems like this is an issue on PM end. There were several same issues.

Contact a CS_Agent by private messaging on top of this page or by Chat and type in Create a Ticket on the Chat button at the bottom right.

[softech · Accepted solution]

@jwalker410 you might need to provide us more info for use to help

How long you have joined PM?  Did you just join?  Has any service been working?  did you confirm PM  actually charged your CC?  or did you login to My Account and confirmed account status is Active?

Do you have another phone to test?  Try to put the SIM on a 2nd phone to test it out

Any error showing on the phone?  "No Service"? "Sim Not provisioned"? "No Network"?  and how many signal bars?

Sim Provisioning for new account seems to be a common problem  lately. Open ticket with PM Support and have them confirm if you just joined and no service works at all

To open ticket with PM:

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[#5 in the checklist 🤔 ........ Luddite]