Tech problem with SIM1

[HeatherBee1]

I am NOT new in town. I have been a customer for years and I have NEVER had so much trouble getting help! Even trying to log in lately has been unbelievably difficult. What has happened to my account?? Why am I getting a diagnotic message that says my SIM1 is not connected to the internet and that my IMEI -whatever that is- is not registered?? And why am I suddenly having trouble connecting to a very important contact on my in-phone chat messenging? I can contact others but not that one contact. I try to send and it just spins and I'm not receiving anything from them either. Just someone PLEASE HELP ME FIX THIS! 

[HeatherBee1]

I was FINALLY able to send a direct message to a CS Agent. I hope they get it. 😞

[HeatherBee1]

When I try to send to a CS agent the top box asks for "Send to". It wants a user name but with my account so screwed up and not being able to log in I can't remember my user name.  So what do I put in that box? It won't allow me to send otherwise. This account I'm talking to you on is not my original which is why I said I'm not new. I am not in a rural area. I'm in a suburb of vancouver in BC. I'm going to try a direct message. Will update shortly if I have issues with that as well. 

[BKNS27]

@HeatherBee1 

First reset the Network Setting on your phone to reconnect to PM network.

If you live in Manitoba, 3G frequency has been removed so you now need VoLTE to make and receive calls. Older phones will not have VoLTE settings. Here is more information on VoLTE and you will need to enter the IMEI (international mobile equipment indentity) of your phone:

https://www.publicmobile.ca/en/get-help/articles/volte 

Check to see if your account is active or suspended. Dial 611 or call 1-855-4PUBLIC and enter your number. If the system can’t locate your number then your account is closed due to nonpayment longer than 90 days.

If it is suspended then you need to make a manual payment to restore service.

If you are having issues. Contact a CS_Agent:

https://urlshortner.tiia.ai/xYpc_I 

[HeatherBee1]

I've already tried that but I'll try again and hope to God I can get back in here. So fed up. 

[hTideGnow]

hi @HeatherBee1 

you are not in town, are you in any rural area by any chance? Maybe a coverage issue?https://www.publicmobile.ca/en/coverage

If not coverage problem, try Reboot phone and click Reset network settings

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage          

[slusagm]

Try Reboot phone and Reset Network Settings

also, you can try to pull the sim and test on another phone if there is one around