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Urgent Help Please

Olawoleluro
Good Citizen / Bon Citoyen

Purchased a new Samsung phone and my public mobile SIM card only receives and sends text messages. It DOESN'T call out or receive calls. Please help

16 REPLIES 16

tetob64354
Great Neighbour / Super Voisin

Root Causes of the ‘Not Registered on Network’ Error

SIM Card Issues: Sometimes, the problem is as simple as an improperly inserted or damaged SIM card. Ensure that your SIM card is correctly seated and not physically damaged.

2. Network Provider Problems: There might be issues with your network provider or the area you are in. It’s a good idea to check if there are network outages in your region.

3. Software Glitches: Firmware or software issues can cause network-related problems. This includes outdated software, corrupted files, or glitches in your device’s operating system.

4. IMEI Issues: The International Mobile Equipment Identity (IMEI) number is unique to every phone and plays a crucial role in network connectivity. If your IMEI number is incorrect, you may encounter this error.

5. Network Mode Settings: Incorrect network mode settings, especially if you’ve been tinkering with them, can lead to network registration issues.

read more: https://techcrazee.com/not-registered-on-network/

JL9
Mayor / Maire

Was this a brand new purchase or a Facebook Marketplace/Kijiji transaction? 

darlicious
Mayor / Maire

@Olawoleluro 

Does your SIM card work in your old phone? Have you put the IMEI# of your new phone in the devicecheck,.ca  website? If you purchased the phone from a private source there is a good chance the message you are receiving indicates it has 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 #


@Olawoleluro wrote:

Thanks for your help but the situation remains unresolved 


Is the phone blacklisted? Did you try the sim in another unlocked phone?

Olawoleluro
Good Citizen / Bon Citoyen

Thanks for your help but the situation remains unresolved 

softech
Oracle
Oracle

@Olawoleluro   did you get the Samsung phone from trusted source?.  do you have another active sim , any provider will do , to test the phone with that?

 

again, as @esjliv  suggested, better to confirm if your phone is blacklisted since you just got it 

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

 

dust2dust
Mayor / Maire

Is this with wifi on? Or with wifi off and data on? Can you browse a page with data on, wifi off? Can you text with data and wifi off?

esjliv
Mayor / Maire

@Olawoleluro  - the 'not registered on network' message is odd if you can still send/receive texts. This is texting through a messages app?

 

See this article that may be helpful for the error you are receiving on your Samsung:

https://www.lifewire.com/fix-not-registered-on-network-error-samsung-galaxy-5188191

 

@Olawoleluro 

 

Can you put the sim in another unlocked phone to make sure everything works. This will let you know whether it is an account problem vs new phone problem.

Spudster
Deputy Mayor / Adjoint au Maire

@Olawoleluro 

 

Customer Support Agents can help.  Perhaps they can reprovision the SIM card. 

 

There are 2 ways to reach them:

 

  1. Create a support ticket by clicking  here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your requestThen click  Click here to submit a ticket , or,
  2. Send a private message to them by clicking here  

 

You’ll see their reply in your Community private mailbox in the envelope to the left of your avatar.

@Olawoleluro - is your account currently Active with Public Mobile?

Log into self serve to confirm: https://selfserve.publicmobile.ca/

 

Or, are you in a nonpay/suspended status. Note, over 90 days in this status you lose your number, account and access to self serve.

 

If you are trying to SWAP your sim card for a new one, you can to do this on your self serve account; see "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

 

 

Just to be sure, check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Olawoleluro
Good Citizen / Bon Citoyen

The sim card allows me to send and receive text messages but not calls which is very strange 

Olawoleluro
Good Citizen / Bon Citoyen

This is my old sim card from the phone that became bad 

Olawoleluro
Good Citizen / Bon Citoyen

I tried it says it's not registered on network 

esjliv
Mayor / Maire

@Olawoleluro  -

By what methods are you sending and receiving messages? Is this through an app of some sort, or are these actually SMS message?

 

if you just purchased a phone and SIM card with public mobile, you need to activate the SIM card to have services.

Activate here: https://publicmobile.ca/en/on/portal/activation

 

If you have activated the SIM card, try performing a Reset of your device's Network Settings.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

 

 

Spudster
Deputy Mayor / Adjoint au Maire

@Olawoleluro 

 

Try the following:

 

  1. reboot device
  2. remove and reinsert SIM card
  3. toggle airplane mode on/off
  4. manually switch to the 3G network under network connections

 

If you only recently activated here, did you respond "YES" to the port authorization request if you ported here from another mobile service provider?

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