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can't properly setup my phone: for data & text

NT3
Good Citizen / Bon Citoyen

Hi, I just activated my SIM card this morning and can't use the phone - I keep getting a msg cellular network  not activated for voice, and data plan shows old carrier information ... I could not reach any live agent, kept going round and round with Simon - there should be a limit to how many times I request a live chat and still get same options with Simon. I would be beneficial detailing all steps needed with new activation somewhere on the website or even email it when a new SIM card is activated. FYI - I am in BC. Thank you for your help, have a wonderful day

3 REPLIES 3

Meow
Mayor / Maire

There is NO live support (chat, calls, etc.) with PM.

All support is done through Community and if you have account issues then have to contact agent:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

esjliv
Mayor / Maire

@NT3  - sounds like your phone may not recognize the network yet.

 

If your account on your self serve is showing Active, try these troubleshooting tips:

  • turn off your phone, then reboot
  • removing your SIM, then reinserting it
  • perform a reset network settings on your device

 

HOW TO_Perform 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.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

android:

Find and tap Settings > System > Advanced > Reset options > Reset network settings.

 

 

Otherwise, you can contact CSA as mentioned to check on the activation

softech
Oracle
Oracle

@NT3 you tried to use your PM sim in another phone?

and which model of phone your tried?

 

it could be a sim provision problem,  open a ticket with PM and ask them to check if it was setup properly on the system 

 

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

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