my sim card didn't work

[khaykkap]

Dear sir/madam, 

Today, my sim card didn't work and I can't make the phone call & receive the call.It show me No service with sim card.

Please help me.

[computergeek541]

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@Zyl wrote:

 @khaykkap, first make sure the "Airport Mode" on your cellphone is not on.  And if it's on, turn it off and try again.  If the "Airport mode" on your cellphone is off, make sure your account with Public Mobile is not suspended by logging onto "My Account" here to check.  For any plans that have not been paid for 90 days, the account will be suspended.  

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Accounts that have gone past 90 days of not being paid after a missed renewal payment don't just get supsended.  The account gets permanently closed at that point.

[Zyl]

 @khaykkap, first make sure the "Airport Mode" on your cellphone is not on.  And if it's on, turn it off and try again.  If the "Airport mode" on your cellphone is off, make sure your account with Public Mobile is not suspended by logging onto "My Account" here to check.  For any plans that have not been paid for 90 days, the account will be suspended.  

If you have tried everything and your account is in good standing and you still cannot get any service from your SIM, you can contact the Public Mobile customer support for further assistance.  The best way to reach them is to send them a private message by clicking on the icon that looks like an envelope that says "Messages" when you hover your mouse over it. And then click on an icon that looks like a pen inside a box to compose the private message and write "CS_Agent" in the "Send to" field and the issue as well as the details of your issue in the "Message subject" and "Message box" text boxes respectively. This is the only way to reach them and you should receive an answer from them shortly. 

Thanks 

[JL9]

Glad you got it sorted out, thanks for the update,anf keep these suggestions handy if you have any other hiccups going forward 

[HALIMACS]

That's all they said they did, @khaykkap ?

That's great - sometimes we recommend users contact CSA's to have them reprovision the SIM/account.   It seems this is what they did and it worked.

[khaykkap · Accepted solution]

It is working now as the agent refresh my account. Thank you all.

(when all else fails contact the CSAs ......... Luddite)

[esjliv]

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@khaykkap wrote:

i tried already but it's fail, not success.

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@khaykkap  when you say the above, are we to understand that you tried all the suggestions so far offered here?

You did not let us know what your account status says? You can check this in self serve or when you call 611 or # 1-855-478-2542 from any other line?

[HALIMACS]

@khaykkap 

Did you register a payment card when you activated to ensure auto-payment would take payment on renewal?

If not, did you load funds on your account to cover the renewal amount?

What do you hear when you dial *611 - that service is active, or otherwise?

[JK8]

@khaykkap 

Can you try your SIM card in another unlocked phone? Is your account Active?

[khaykkap]

i tried already but it's fail, not success.

[esjliv]

@khaykkap  - can you log into your account: https://selfserve.publicmobile.ca/.  and make sure the status says ACTIVE?

Some trouble shooting to try:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*try your SIM into another phone do see if you have services

*perform a reset network settings on your device

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

Check for outages in your area:

https://www.telus.com/en/on/outages

https://istheservicedowncanada.com/status/telus

https://downdetector.ca/status/telus/map/ 

[JK8]

@khaykkap 

Can you log into self service and tell us what your account status is? Is it Active? When is your renewal date? Can you reset network settings or reinstall sim and reboot.

[HALIMACS]

@khaykkap 

Try rebooting your phone, or toggling Airplane Mode on / off