sim not working

[Nachiket]

I am having issues with my public mobile. I have a dual sim phone. The rogers sim is working fine but the public mobile is not working. I tried in both slots where rogers works fine. 

I also tried another handset for the public mobile sim and it works so I know the sim is not an issue. I raised a ticket but the agent was so non-professional he just abandoned my case by some fishy suggestions.

I have been without any network for the past 24 hours. Please help.

[Phil_Adelphus · Accepted solution]

@Nachiket   I don't think that's true, from what has been posted here PM (Telus) is only shutting down one of two 3G bands to repurpose it into 4G/LTE.  Perhaps the shop guy was thinking of Rogers/Fido/Chatr which are shutting down 3G soon but even there 4G/LTE should still work.  The problem there is phones that are not capable or enabled for VoLTE, as they won't be able to make calls over LTE.  PM sims are certainly not only 5G compatible.

[Nachiket]

They are awful. Yesterday I went to mobile repair shop and they said that the public mobile sim will no longer work on 4G only phones as the sims are only 5G compatible only. Only solution is to go for Freedom sim as they still have 4G compatibility but might soon change! 

I am waiting to hear this the Public mobile to hear this. Thanks for your help in this. Really appreicated.

[Phil_Adelphus]

@Nachiket   Probably best to contact Public Mobile customer service agents.  You can open a service ticket at the chat icon bottom right of this page, or if that doesn't work then send them a private message using this link

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

An agent will reply at the envelope icon top right of this page or tap your avatar for messages if you don't see an envelope.  Their hours are 9 a.m. to 10 p.m. eastern time so not sure if they will get back to you this evening but hopefully they will.

[Nachiket]

Hello Phil_Adelphus

Please accept my apology, its OPPO A9, sorry for that. and I checked, it has the following

Frequencies:
GSM: 850/900/1800/1900MHz
WCDMA: Bands 1/2/4/5/6/8/19
FDD-LTE: Bands 1/2/3/4/5/7/8/18/19/20/26/28
TD-LTE: Bands 38/39/40/41

SIM Card Type: Nano-SIM / Nano-USIM

[Phil_Adelphus]

@Nachiket   Oppo 900 is not on Public Mobile's VoLTE supported list, and I tried to find what its 3G options are but couldn't.  Does it have both 850 and 1900MHz?

[Nachiket]

Hello again,

And sorry for a late reply. The handset is Oppo 900 which wasn't purchased in Canada but been working since 2019.  

Nothing is working including calls, texts and internet. 

I keep failing to refresh this page hence the late reply. Thanks.

[Phil_Adelphus]

@Nachiket   Are you able to make calls or texts?  From a quick Google the x seems to mean no cellular data.  So does nothing work at all?  The reason I asked if you got the phone from Rogers is because I had a phone from Rogers that was locked to Rogers (after they were supposed to be sold unlocked).  I think there would be some kind of message if that was the case, but just eliminating possibilities.  Are you able to try another non-Rogers sim in the phone, so not even Fido or Chatr or something else that uses Rogers system?

[hTideGnow]

hi @Nachiket 

are you in Alberta or Kamloops ?  there is active outage there

https://productioncommunity.publicmobile.ca/t5/Get-Support/Outage-Alert-Alberta-Mobile-service-probl...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Outage-Alert-Mobile-Data-and-Voice-for-Ka...

[Nachiket]

Hello Phil_Adelphus

It's a physical dual sim phone. I tried inserting just the public mobile and still doesn't work.  With the public sim inside, there is just a cross next to the signal bars which i think means that there is no network. Thanks.

[Phil_Adelphus]

@Nachiket   If the sim works in another phone it sounds like the issue is with the phone/settings.  Does the Public Mobile sim work in the phone if it's the only one, Rogers sim removed?  If not, does the phone give some kind of error message, that might give a clue - did you buy the phone from Rogers?  This is dual physical sim, no esim?  What phone is it?