09-11-2020 09:15 AM - edited 01-05-2022 01:10 PM
Okay - I signed my son up last night and spent 4 hours trying to figure his phone out, with Bell and Apple - there is nothing wrong with his iPhone - it works when I switch out my SIM and place in his phone. It pulls my provider up w/o any issues - however, if I switch him SIM into my phone it also doesn't give me an active SIM. I NEED HELP - - my son goes to school over and hour away from home and with COVID I need to be able to ensure he has the ability to get a hold of me immediately, not to mention I am now paying for a service I cannot use!
Is this a defective SIM or an activation issue on PM end? PLEASE HELP me! The customer service is really lacking with this company. I need to speak with someone and yes I logged tickets last night! Thank you!
09-13-2020 10:36 AM
@ZachsMom wrote:Thank you I don’t live anywhere near where I can just go and get another SIM and principle now I am certainly not
investing any further funds they were quick to take my money for the SIM and first month and I have not been able to
use the service at all!!
Yup. I understand principle. I hope you get it sorted soon.
The two "tricks" were to hope that maybe it would kick start it to work. But I understand.
09-13-2020 10:33 AM
Thank you I don’t live anywhere near where I can just go and get another SIM and principle now I am certainly not
investing any further funds they were quick to take my money for the SIM and first month and I have not been able to
use the service at all!!
09-13-2020 10:31 AM
yes the last four digits match. I just want someone to respond to me!!
09-13-2020 09:27 AM
@ZachsMom wrote:Okay my first message/ticket to the mods about SIM issues was Thursday and it’s Sunday and I still haven’t heard a word! This is CRAZY!!
That is crazy. Did you also try sending a private message in addition to the ticket if you were able to submit that? Have you submitted multiple tickets?
What if you just got a new SIM and did the Change SIM and see if it gets it going?
Or have you tried the lost/stolen function? Or the additional $1 manual payment?
@Ana_H , @Silvio_M , @CS_Agent
09-13-2020 09:27 AM
Hi @ZachsMom ,
Sorry to hear all this. 😞
1 - If your son's Public Mobile self serve account is saying ACTIVE, okay that is good.
DID you make sure the last four digits of the SIM card matches what is says on your self serve account? Look for it here:
If it matches, that is GOOD!
If it does not match you may have been SIM jacked. And you should change your password, and security questions asap.
09-13-2020 08:52 AM
Okay my first message/ticket to the mods about SIM issues was Thursday and it’s Sunday and I still haven’t heard a word! This is CRAZY!!
09-12-2020 04:28 PM
@ZachsMom wrote:I have tried everything. The phone is not locked it was purchased in 2018 by me. I was with Bell for 15 years, just switched to Telus in April. The phone works with my Telus SIM. His PM SIM doesn’t work in my phone either so I am at the conclusion something is wrong with the card! However, no one will respond to my tickets!!
Yeah their response times seemed to have dropped into the toilet these last couple few days. You're not the only one.
09-12-2020 04:25 PM
I have tried everything. The phone is not locked it was purchased in 2018 by me. I was with Bell for 15 years, just switched to Telus in April. The phone works with my Telus SIM. His PM SIM doesn’t work in my phone either so I am at the conclusion something is wrong with the card! However, no one will respond to my tickets!!
09-12-2020 10:27 AM
Wow. What's with the moderator team.
Have you been checking the envelope in the upper right? Any little numbers above it? If you click the envelope and then select the Sent tab, do you see your ticket(s)? Click the Inbox tab do you see any vertical bar next to any items.
You can click on the subject line to read the whole thing. In there will be a Reply button.
How long ago did you get this phone? If after the end of 2017 then it certainly should be unlocked. Or did you buy it used? Have you checked the compatibility/lost-stolen feature under Get Started up top of this page. Or even try devicecheck.ca.
The big 3 carriers used to lock phones. But the locked ones would still work for their brands. That's Telus, Bell, Rogers. They have Koodo, Virgin, Fido. They also have Public Mobile, Lucky, Chatr. (all respectively)
So if the phone was originally with say Bell and you have Virgin but then want to use Public Mobile...it could be locked from Public Mobile but either Bell or Virgin would work. etc.
09-12-2020 10:11 AM
I am beyond frustrated I have logged several tickets since Thursday and absolutely no response. I am paying for a defective product/service with zero customer support!!!!
09-11-2020 02:08 PM
@ZachsMom hi contact customer support mods
click on the question mark chat bubble to the bottom right of your screen
type "no service"
(use the chat bubble options, then click "submit a ticket, click me" option)
make sure to check your inbox(top right corner envelope icon) periodically, for a response
09-11-2020 12:22 PM
@ZachsMom is the message "No SIM"? That sounds like not detected. It might be physically bad.
09-11-2020 11:11 AM
No it is not locked - it is a totally different provider I have tried 2 different SIMs for different providers - something is wrong the PM SIM or the activation from my trial/error and research.
09-11-2020 10:51 AM
@ZachsMom wrote:It is with another provider and comes up just fine on his phone. The PM SIM will not work in my phone either - so there has to be something with the activation I am assuming??
@ZachsMom hi if your sim that you tried in his phone is with another provider and worked than I would say there is a good chance that his phone is locked to the same provider as yours
09-11-2020 10:21 AM
@ZachsMom More than likely the account was not provisioned properly and needs to be reset by Public Mobile.
To resolve it you need to submit a ticket to PM and ask them to reset that account.
Click on the ? bottom of your screen and type account-specific problem and select the speak to a live person option.
Hope this helps.
09-11-2020 10:13 AM
It is with another provider and comes up just fine on his phone. The PM SIM will not work in my phone either - so there has to be something with the activation I am assuming??
09-11-2020 10:10 AM
I can log into my son's account yes, see everything and it looks fine but nothing on my end with the phone. I have reset the phone, reset the network connections etc. Just will not work??
09-11-2020 10:09 AM
Yes the phone is unlocked. It's a newer iPhone and switching to other SIMS works just fine.
09-11-2020 09:50 AM
@ZachsMom it sounds to me like an activation issue. Did you have any issues activating? Did you receive the welcome email? Can you log into selfserve?
There is no call centre, you have already taken the steps needed by contacting the moderator team.
09-11-2020 09:46 AM
Try the following:
09-11-2020 09:40 AM
Do you know if the phone is unlocked?
09-11-2020 09:34 AM - edited 09-11-2020 09:35 AM
@ZachsMom wrote:Okay - I signed my son up last night and spent 4 hours trying to figure his phone out, with Bell and Apple - there is nothing wrong with his iPhone - it works when I switch out my SIM and place in his phone. It pulls my provider up w/o any issues - however, if I switch him SIM into my phone it also doesn't give me an active SIM. I NEED HELP - - my son goes to school over and hour away from home and with COVID I need to be able to ensure he has the ability to get a hold of me immediately, not to mention I am now paying for a service I cannot use!
Is this a defective SIM or an activation issue on PM end? PLEASE HELP me! The customer service is really lacking with this company. I need to speak with someone and yes I logged tickets last night! Thank you!
@ZachsMom hi if your sim is with another provider and it works in his phone then his phone is probably locked to the same provider
09-11-2020 09:27 AM
I have already done this - nothing works.
09-11-2020 09:23 AM
@ZachsMom wrote:Okay - I signed my son up last night and spent 4 hours trying to figure his phone out, with Bell and Apple - there is nothing wrong with his iPhone - it works when I switch out my SIM and place in his phone. It pulls my provider up w/o any issues - however, if I switch him SIM into my phone it also doesn't give me an active SIM. I NEED HELP - - my son goes to school over and hour away from home and with COVID I need to be able to ensure he has the ability to get a hold of me immediately, not to mention I am now paying for a service I cannot use!
Is this a defective SIM or an activation issue on PM end? PLEASE HELP me! The customer service is really lacking with this company. I need to speak with someone and yes I logged tickets last night! Thank you!
@ZachsMom hello try a network reset with his sim in the phone
09-11-2020 09:21 AM
@ZachsMom hi is your sim a public sim or with another provider?