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Good Citizen / Bon Citoyen

No service

Good evening all,

I'm writing for my friend.
I activated her new SIM yesterday night (new account), it worked pretty well, her number was transfered from her previous Virgin Mobile account to her Public Mobile account.
But as we didn't have much time, we didn't create her online account.

Anyway, everything worked perfectly yesterday night but today when she woke up she didn't have any service.
She tried several times to reboot her phone but it didn't help.

FYI I don't have access to the phone at the moment so I can't clearly check and try a few things to see what's going wrong for the moment.


Anyhow, do you have any idea ?

Thanks a lot,
Stefan.

Town Hero / Héro de la Ville

Re: No service


@StefanYT wrote:

Good evening all,

I'm writing for my friend.
I activated her new SIM yesterday night (new account), it worked pretty well, her number was transfered from her previous Virgin Mobile account to her Public Mobile account.
But as we didn't have much time, we didn't create her online account.

Anyway, everything worked perfectly yesterday night but today when she woke up she didn't have any service.
She tried several times to reboot her phone but it didn't help.

FYI I don't have access to the phone at the moment so I can't clearly check and try a few things to see what's going wrong for the moment.


Anyhow, do you have any idea ?

Thanks a lot,
Stefan.


If you activate her account online yesterday, her self-serve account was already created.  Use her email address and password to login toher self-serve account.

Is the account status active?

Click on the [Plan and Add-Ons] tab on the overview page.

Is her Virgin phone number shown on the [Plan and Add-Ons] page?

 

Can she call out and send out text message?

Good Citizen / Bon Citoyen

Re: No service

No, no account has been created yesterday.
We had an error while submitting all the information though the SIM card worked and she was able to make calls, etc.
I've just remembered that actually.

Town Hero / Héro de la Ville

Re: No service


@StefanYT wrote:

No, no account has been created yesterday.
We had an error while submitting all the information though the SIM card worked and she was able to make calls, etc.
I've just remembered that actually.


Have she tried to login?

Can she call out and receive calls?

Good Citizen / Bon Citoyen

Re: No service

Yes she tried (and I tried for her as well) but it doesn't work.
It seems that the email address is not in the database as when I try to reset the password the system is not able to verify the address.

She cannot call and receive calls.
Though yesterday after we activated the SIM she was able to do so.

Town Hero / Héro de la Ville

Re: No service


@StefanYT wrote:

Yes she tried (and I tried for her as well) but it doesn't work.
It seems that the email address is not in the database as when I try to reset the password the system is not able to verify the address.

She cannot call and receive calls.
Though yesterday after we activated the SIM she was able to do so.


Is her payment went through her credit card?

Is her phone showing Public Mobile?

 

Good Citizen / Bon Citoyen

Re: No service

I've used my credit card as she doesn't have one, but yes I just checked and the payment shows up.
I remember yesterday that no, her phone was actually showing Virgin Moblie.

Town Hero / Héro de la Ville

Re: No service


@StefanYT wrote:

I've used my credit card as she doesn't have one, but yes I just checked and the payment shows up.
I remember yesterday that no, her phone was actually showing Virgin Moblie.


So, she was using Virgin, not PM, SIM card to call out.  Her PM SIM card was not working yesterday.

 

Use her SIM card again to do activate process again.

If her SIM card was activated yesterday, PM system will not let her use that SIM card again.

 

 

Good Citizen / Bon Citoyen

Re: No service

No you didn't get it.

We actived the PM SIM and it worked at first.
Her Virgin Mobile SIM was on an other phone and we saw that it wasn't working anymore after the activation of the PM SIM with the number transfer.

Great Citizen / Super Citoyen

Re: No service

@StefanYTContact customer service and they will solve your problem.