service not working

[fylrd]

Just received sim card and I have set everything up. I still have no service.

[fylrd]

Thanks

[fylrd]

Thanks, tried that already. Support has already figured it out on their end.

[BKNS27]

@fylrd 

Try rebooting your phone with the PM SIM by powering your phone off then back on.

There is also a chance that there might be a Telus outage in your area.

Check outages map of outages in your area:

https://istheservicedowncanada.com/status/telus/map 

[esjliv]

@fylrd  - did you Activate the SIM card you received if you are not already a public mobile customer? If not, you can activate it here:

https://publicmobile.ca/en/on/portal/activation

If you are already a public mobile customer and you are trying to swap the sim card number with an existing account (due to lost or damaged sim/phone) then see "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

edit, if you did activate the SIM card and were charged for the activation then try one or more of the below:

*turn off your phone, then reboot

*removing your SIM, then reinserting it

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

*perform a reset network settings on your device

*try your SIM card into another compatible phone...this could rule out a device issue/setting.

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

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

[computergeek541]

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@Timer wrote:

@fylrd 

you get new number or port your old number in.

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Whether or not the customer took a new phone number or asked for one to be ported in wouldn't make any difference when it comes to the customer havng no service at all.

[Timer]

@fylrd 

you get new number or port your old number in.

[hTideGnow]

Hi @fylrd did you try it on another phone?

If it is still showing no network,  open ticket with CS Agent and they will confirm if the sim card was setup properly 

to open ticket with CS Agent:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. start by typing : Contact CS Agent
2. then Click "Contact Us"
3. then Click "Other"
4. finally Click "Click here to submit a ticket"
   you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437