new account setup

[mjhawk]

Hello

my son's phone is a iphone 13.  We just signed up for public mobile yesterday.  I was able to set up his account and it was working but today the wifi cannot turn on (greyed out) and in the cellular screen it says "cellular issue" iphone unable to access..."  needs update.  He has IOS 17.6.1

I have tried reseting network settings and all settings, no luck.  we cant contact support directly as when i try to login to his account, they send a verification code to his cell which isnt working.  

Any help?  

[HALIMACS]

@mjhawk 

I could understand being unable to connect to mobile data or use other mobile service features, however Wi-Fi is entirely different and should have no bearing on whether the device has a mobile plan or not.

I presume Wi-Fi worked before on the subject device?  Or is it a newly acquired device?

[mjhawk]

I appreciate all the advice.  The issue is I can't connect to wifi to update the phone or even connect to data.  I am thinking this could also be a hardware malfunction.  Just wasn't sure if it was a porting issue. I will PM public mobile too.  I appreciate all the information and quick responses, thank you!

[Phil_Adelphus · Accepted solution]

@mjhawk   Have you checked that airplane mode is turned off?  Is the phone new to you, or it was working fine on a previous carrier (and yesterday)?  It may be an Apple problem so you might also try their support, but you can get support from Public Mobile by opening a ticket at the chat icon bottom right of this page, or send a private message using this link (you only need to be logged in to this community to do that).  Do you have other means of updating the phone since it won't do wifi or cellular?

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

[BKNS27]

@mjhawk 

The latest iOS update is iOS 18.2 so do an update and see if that will help you connect to wifi.

[HALIMACS]

@mjhawk 

Did you try the system update?   I presume there is an iOS version 18.xx which may be available on the iPhone?   Check devices Settings>General>Software Update for any available update.

If you require customer support assistance, when you get the prompt to send a code, tap the "didn't get the code ?" option and you should be given an option to get the code sent to the registered e-mail address associated with the account.