no service on my sons phone

[dennisjd]

My son has been getting no service on his phone for a couple weeks now. I replaced the sim and no change. there are 4 of us in the house who all use public mobile and 3 of us have no issues. Any suggestions on how to fix his phone, its a samsung s22 and this issue just started randomly and I figured for sure a new sim would fix it. Really need to get his phone working again. TIA We live in the WIndsor Es**bleep** area, if that helps

[dennisjd]

So the Not Registered on Network is a device issue? Why would it have just started randomly? 

[softech]

@dennisjd 

if you tried 2 different sim cards and both not working on your son's phone but it is working on another phone, it is likely a device issue, could be a sim card reader problem

you can try Reset your phone to factory and see if it helps.  If the result is the same, you probably have to get him a new phone

[dennisjd]

It is not blacklisted

[softech]

@dennisjd 

check if your son's phone is blacklisted

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

[dennisjd]

So when I put my sim in his phone and tried to make a call it displayed Not Registered on Network. NOt sure what to do now. HIs sim worked fine in my phone

[dennisjd]

I will give that a try tonight when he gets home, and update, thanks

[softech]

@dennisjd 

does your son has a physical sim? did you try his sim card in another phone? or test other sim card on his phone?

and check if My Account and see if account is active. Since you have multiple accounts with PM, when checking My Account, please use browser with incognito mode to avoid cache problem 

if still unable to get his account/sim working, please engage support for further assistance

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
    (if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
2. If you have trouble with Chatbot or you don't have access to My Account: 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 ticket submitted, CS Agent will reply to you there       

[Handy1]

@dennisjd  Can you try his SIM card in one of the other 3 household members phone and see if it works and then get your sim in his phone . This will help to determine if it’s  account related issue or a device issue to start troubleshooting