void sim card

[pipi5385]

after a long trip from Asia, I reinsert public mobile sim card into my phone, it just won't work, even I reinsert it several time.

[BKNS27]

@pipi5385 

How long were you in Asia?
If you pause your account longer than 90 days. Your account is closed, the SIM will stop working and your number returned to the carrier you got the number from.

Call 1-855-4PUBLIC to check to see if your account is either suspended or closed. If the system can locate your number (you are lucky) and is suspended then you will need to make a manual payment to restore service.

If the system CAN’T find your number (sorry your number is gone) then unfortunately your account is closed. So you need to purchase a new SIM, open a new account and pick a new number. If you want your old number. You need to contact and open an account with the carrier you got the number from.

If you don’t remember the carrier you got the number from. We can help you look it up if you give us the (area code) and (the first 3 digit).

[Chalupa_Batman]

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@pipi5385 wrote:

after a long trip from Asia, I reinsert public mobile sim card into my phone, it just won't work, even I reinsert it several time.

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Hello @pipi5385 

This could be as simple as this. Make sure your SIM card is saddled correctly in the card slot tray. Often people place it upside down. Once it's in there, turn on Airplane mode for 1 minutes, turn off airplane mode and reboot the phone. Then see if you have service. You may need to go into your settings and set Public Mobile as your primary service. Once it's set as primary, dial 611 from your phone and see if your account is active and ready to go.

[hTideGnow]

hi @pipi5385 

make sure account is active, check My Account first

and did you see a message saying invalid sim card or sim not provisioned?  if you didn't see that, then it might not be a sim  problem.  

make sure you disable your travel esim.  Then make sure PM sim is enabled and with a label Primary.  Then Reboot your phone and click Reset network settings

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage