Service

[CommuMember]

Hey,

I had my SIM card activation in-store. two SIMs. one phone works but my other no service. Unfortunately, the rep. has not been available to help. Is any other way I can get this issue looked into please?

Thanks

[esjliv]

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@CommuMember wrote:

Hey,

I had my SIM card activation in-store. two SIMs. one phone works but my other no service. Unfortunately, the rep. has not been available to help. Is any other way I can get this issue looked into please?

Thanks

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@CommuMember 

So you meant to activate TWO accounts, correct?

If so, when you did this did you provide two different emails? Because each account/SIM activation needs it's own unique email.

Did you receive 1 or 2 Welcome Emails?

See if you can register for Self Serve accounts for both phone numbers as per the link provided by @HALIMACS .

Then see what your Account status is saying.

Make sure both phones are Public Mobile compatible, and try one or more of the below with both phones.

If one phone works, and one does not, swap out the SIMs and try below, to see if services are working.

• *turn off your phone, leave off for a minutes, then reboot
• *removing your SIM for a few minutes, then reinserting it
• *go into airplane mode for a few minutes, then going back to regular mode
• *reset network settings

[hTideGnow]

for the one that is not working, did you see any error regarding the SIM like SIM not provisioned or other error?

Was the one that is not working, does that involve Porting?  If so, it might take longer and it also need to reply an SMS from the previous provider.

[HALIMACS · Accepted solution]

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@CommuMember wrote:

Hey,

I had my SIM card activation in-store. two SIMs. one phone works but my other no service. Unfortunately, the rep. has not been available to help. Is any other way I can get this issue looked into please?

Thanks

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@CommuMember 

If you activated in-store, you would not have had the self-service setup.

Do so here:

Public Mobile - Register

Here, you can confirm if the associated SIM card is displaying service as "Active".   It is also good to confirm if your payment card used to pay for the 1st cycle of services was charged for one or both services.

If it isn't, contact the Moderators to seek assistance:

To contact a moderator, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type moderator, then select contact us, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[JK8]

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@CommuMember wrote:

Hey,

I had my SIM card activation in-store. two SIMs. one phone works but my other no service. Unfortunately, the rep. has not been available to help. Is any other way I can get this issue looked into please?

Thanks

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Did you try the other sim in the working phone to see if it works also?

Did you request a new number or are you porting a number?

Did you activate each sim with a different email account?