access on PM

[Jvps1953]

Hey: in the top left hand corner of my phone, the usual standard message that is normall displayed is "Public Mobile". However, that is no longer showing. What is showing is "Emergency Calls only". What can be done to fix this?

[RavingRaven]

@Jvps1953 

Reply to the message from CS_Agent in your private message box (under your avatar top right corner of your screen.) You can swap sim cards yourself on the profile page in your self serve account but since your sim card failed it's best to have the agent help in case they need to perform any back end tweaks to ensure it's provisioned properly to your account.

Did you save your receipt for the cost of the sim card? Ask the agent to credit back the cost to your account.

[CSA_PM]

Hi  @ Jvps1953

I sent you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Jvps1953]

actually, I was told that the problem is with the sim card.  So I purchased a new one.  What is the process that I need to follow to install the new sim card?  

and, does PM have e-sim cards?

[Jvps1953]

actually, I was told that the problem is with the sim card and that I need a new one, or get an e-sim card.  Does PM even have e-sim cards?    In the meantime, I purchased another sim card because the store said they don't have e-sim cards, or they know nothing about them, so, now that I have the new sim card, what is the process that I need to follow to install the new sim card?  Do I simply just install it?

[cellphoneuser1]

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@Jvps1953 wrote:

Hey: in the top left hand corner of my phone, the usual standard message that is normall displayed is "Public Mobile". However, that is no longer showing. What is showing is "Emergency Calls only". What can be done to fix this?

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The phone might have a wrong network on manual select.  See if automatic network selection is picked so that the device connects to the right network.

[RavingRaven]

@Jvps1953 

Any chance the phone you are using was a "private" sale? To be safe check your IMEI# to see if it's been blacklisted. You can find your IMEI# in your phone under: Settings>>scroll down to>>About Phone>>IMEI#

Enter the IMEI# here:

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

[slusagm]

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@Jvps1953 wrote:

hi,

when you say, "reboot the phone", do you mean just turning it off and then back on again?

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Yes.  Try that

and after reboot, look for Reset Network Settings on your phone.

or if you cannot find it, tell us your model of the phone

[Jvps1953]

hi,

when you say, "reboot the phone", do you mean just turning it off and then back on again?

[Chalupa_Batman]

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@Jvps1953 wrote:

Hey: in the top left hand corner of my phone, the usual standard message that is normall displayed is "Public Mobile". However, that is no longer showing. What is showing is "Emergency Calls only". What can be done to fix this?

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Hello @Jvps1953 

There are a few reasons for that. One, check your online account and confirm the last payment went through. There have been payment issues recently that may have caused this. Two, reset your network settings and reboot the phone. You can also try your SIM card in a different phone to see if that works.

If you're still having issues, you can create a ticket this way.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[slusagm]

Have you try reboot the phone and try reset network settings? Try that.  

And try to find another phone and test the sim card there

also, check if your account is still active.  Login My Account and use email to receive 2FA (click Didn't receive code and select Send email)

if you tried all those and account is active but unable to get it working, ask PM to check.  

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.)  Type the question Submit ticket and select Contact Us to get to ticket open screen       
Or message them using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage