05-08-2022 01:09 PM
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
Solved! Go to Solution.
05-08-2022 05:58 PM
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
05-08-2022 01:37 PM
@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:
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
05-08-2022 01:13 PM
@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