Hi everyone! @Moderator_Team
My mom signed up for Public Mobile on July 25th. Everything was working great until yesterday.
Yesterday morning, she wasn't able to send text or call and the following message was appearing. Screen shot in french and free translation below.
Network Locked: If it's allowed, you can unlock the device at distance. Use the "unlock device app" to unlock the device. Make sure that the device is connected to the internet to use the app "unlock device".
SIM card not valide.
SIM card with locked network inserted.
I did the basic troubleshooting. Reset phone. Close phone, remove SIM, reinsert SIM. Look for the "Unlock Device" app.
It's not working. In the setting, it also mention that there is no SIM card inserted.
The cellphone is unlocked and compatible with the PM network. Like I mentioned, it was working great until yesterday. She has a Samsung Galaxy J7.
Seems to me like the SIM card failed or something.
What should I do now? Any ideas?
Thanks for your help!
I am not sure if this is the correct solution but it can't hurt to try the lost phone trick..
Login to your account.
Choose Plans and Add-ons tab.
Choose Lost/Stolen Phone tab.
Choose Suspend Service tab.
Logout then wait a few minutes. Log in again and repeat the steps and report your phone found. Restart your phone.
You can also try to add a top up payment of $1 to your account.
If all else fails, please contact a Moderator and send the same screenshot and details of the problem. Please note it takes aprox. 48 hours for a reply.
I first would try swapping Sims yours in her phone and hers in your phone.
That will help isolate the issue phone VS account, and possibly sim. From there we can better guide you
Did she buy the phone new or used? If used maybe check the blacklist. Probably not the issue, but stranger things have happened.
@goldilock the 1$ top up is usually for accounts that fail to re activate from suspended once funds are added.
The lost stolen also works similarly, and might do something, but only if it's an account issue, not a hardware issue.
You can check if the phone is blacklisted (reported lost or stolen):
Click on “Start Checking” and enter the phone IMEI number
Thank you both for the suggestions.
Tried to swap the cards. My mom's SIM was working in another cellphone and the SIM that was in my Mom's phone wasn't working. So the problem is pointing at the phone.
Tried the "report lost" and "resume". Didn't work.
Looked at the blacklist and the IMEI isn't listed as stolen or blacklisted.The phone was a handover from my brother and he bought it new.
Looks like it might be something to do with the phone. Any ideas? The phone is a Samsung Galaxy J7.
Since it sounds like your Samsung phone, I would go to https://www.samsung.com/ca/info/contactus and start a support live chat.
I believe they can give you some unlock codes during the chat session.
1)a network settings reset
2) manual search for network
3)switch to 3g network or or auto mode
Is is possible that the phone got re locked? What carrier was your brother on?
Maybe contact Samsung?
I've done some additional troubleshooting.
Checked for software update. The phone was already up to date.
Did a reset of the network settings. Didn't resolve the issue.
Any ideas are welcome. Thanks!