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Great Neighbour / Super Voisin

SIM Card not Working

Hi everyone,

 

I purchased a SIM card today and setup my account. I have made my first payment and my account is registered in the self-server portal. That said, my SIM card does not appear to be working. 

 

Troubleshooting thus far:

 

- Tested the new SIM card on my phone and it did not work (my phone is unlocked)

- Tested my new SIM card on my son's phone (his phone is also unlocked)

 

Taking it a step further...my son ALSO has Public mobile and has been using them for over a month without issue

 

- I took his SIM card (which again... is registered with Public Mobile) and it works. This confirms that my device is compatible to work with Public Mobile's network and the fact that my SIM card also doesn't work in his phone either is further confirmation.

 

Please advise.

Tags (1)
Mayor / Maire

Re: SIM Card not Working


@zezinha wrote:

Hi everyone,

 

I purchased a SIM card today and setup my account. I have made my first payment and my account is registered in the self-server portal. That said, my SIM card does not appear to be working. 

 

Troubleshooting thus far:

 

- Tested the new SIM card on my phone and it did not work (my phone is unlocked)

- Tested my new SIM card on my son's phone (his phone is also unlocked)

 

Taking it a step further...my son ALSO has Public mobile and has been using them for over a month without issue

 

- I took his SIM card (which again... is registered with Public Mobile) and it works. This confirms that my device is compatible to work with Public Mobile's network and the fact that my SIM card also doesn't work in his phone either is further confirmation.

 

Please advise.


Good use of troubleshooting skills. Where'd you get the sim card ?

Model Citizen / Citoyen Modèle

Re: SIM Card not Working

Double check that your Account Status online says "active".

 

Capture.JPG

 

You may have to return it to the place where you purchased the SIM and get a replacement one.

 

 

Town Hero / Héro de la Ville

Re: SIM Card not Working

@zezinha

You may double check if the SIM is correctly entered. If so, you have to contact the Moderator in this situation. You can simply click on the Envelop icon and send to "Moderator_Team". 

Great Neighbour / Super Voisin

Re: SIM Card not Working

Might just have to return to the store you have bought it from and get another one! 

Town Hero / Héro de la Ville

Re: SIM Card not Working


@zezinha wrote:

Hi everyone,

 

I purchased a SIM card today and setup my account. I have made my first payment and my account is registered in the self-server portal. That said, my SIM card does not appear to be working. 

 

Troubleshooting thus far:

 

- Tested the new SIM card on my phone and it did not work (my phone is unlocked)

- Tested my new SIM card on my son's phone (his phone is also unlocked)

 

Taking it a step further...my son ALSO has Public mobile and has been using them for over a month without issue

 

- I took his SIM card (which again... is registered with Public Mobile) and it works. This confirms that my device is compatible to work with Public Mobile's network and the fact that my SIM card also doesn't work in his phone either is further confirmation.

 

Please advise.


@zezinha From what you describe there are two possibilities. The sim is defective or your account is not setup properly. If when you login your account shows the correct plan and is active  with the correct renewal dates then it's got to be the SIM card. If there are problems with your account then you need to notify the moderator 

 

While you are waiting for moderator, you may try the lost/stolen phone trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone

Mayor / Maire

Re: SIM Card not Working


@zezinha wrote:

Hi everyone,

 

I purchased a SIM card today and setup my account. I have made my first payment and my account is registered in the self-server portal. That said, my SIM card does not appear to be working. 

 

Troubleshooting thus far:

 

- Tested the new SIM card on my phone and it did not work (my phone is unlocked)

- Tested my new SIM card on my son's phone (his phone is also unlocked)

 

Taking it a step further...my son ALSO has Public mobile and has been using them for over a month without issue

 

- I took his SIM card (which again... is registered with Public Mobile) and it works. This confirms that my device is compatible to work with Public Mobile's network and the fact that my SIM card also doesn't work in his phone either is further confirmation.

 

Please advise.


Great debugging...

Login to your account.

Is your account active?

Is the Public Mobile showing at the top notification bar of your phone?

If yes for both question, your plan feature may not provisioned correctly.  Try the lost/stolen phone trick 

1. Login to your self-serve account.
2. Report your phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone to provision your account again. i.e. enable all features of you plan again.

If this trick failed to get thing working again, you should send a private message to moderator for help. But the wait is up to 48 hours. Good luck.

Great Neighbour / Super Voisin

Re: SIM Card not Working

Thanks everyone for your help and encouragement! Here are my anwers to your questions.

@hairbag1 - It was purchased from Wow mobile boutique. The same place my son bought his (which is working and has no issues)
@ZfromVanC - My account does indeed show as active
@sunflowershine - I have also gone to the "change SIM card option" and re-entered it just to ensure it was entered correctly and still no luck unfortunately
@Mackenzieoliver - I have already contacted the store and they said they are unable to exchange or refund the SIM card


Could someone please let me know how I can get in contact with the moderators to resolve this issue?

Town Hero / Héro de la Ville

Re: SIM Card not Working

send a private message to the Moderator Team by clicking the envelope icon, then ‘New Message’, and address your message to Moderator_Team.

Mayor / Maire

Re: SIM Card not Working

@zezinha 

Send a private message to moderator through the following link :

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

 

Expect 1-2 days wait though.  Try to provide as much information in your initial message for moderators to help you better.  Include your account number, PIN, etc.