topic Re: New Sim activated but can't make/receive calls in Get Support

New Sim activated but can't make/receive calls

Joelk — Wed, 05 Jan 2022 06:23:03 GMT

Hi,

I just activated a sim on Saturday and my phone connects to the network and everything.

But I cannot make a call it just instantly says "call ended", and if I try to call my number and it just goes to voicemail.

I left myself a voicemail and it showed up that I had a voicemail on my phone, but when I tried to check my voicemail it just did the same thing instantly saying Call Ended.

Just wondering if anyone know's what is going on?

@Shazia_K @Mary_M @Saray_O @Caroline_D

Thanks,

Joel

Re: New Sim activated but can't make/receive calls

ShawnC13 — Mon, 19 Dec 2016 22:01:14 GMT

Did you port over a number from a previous provider? Can you send and receive texts?

Re: New Sim activated but can't make/receive calls

Joelk — Mon, 19 Dec 2016 22:06:07 GMT

@ShawnC13 wrote:
Did you port over a number from a previous provider? Can you send and receive texts?

Hi Shawn,

Nope, it is a new number from PM, I don't have texting on my plan just calling. (wanting to check out what their service is like in my area)

But if I do text I get one back from 611 saying, You do not have texting on your plan or something like that.

Re: New Sim activated but can't make/receive calls

mimmo — Mon, 19 Dec 2016 22:09:58 GMT

what does your plan options say in selfserve?

does data work?

Re: New Sim activated but can't make/receive calls

ShawnC13 — Mon, 19 Dec 2016 22:13:17 GMT

What type of phone are you using as some require a factory reset I have read on here

Re: New Sim activated but can't make/receive calls

Joelk — Mon, 19 Dec 2016 22:15:05 GMT

@mimmo wrote:
what does your plan options say in selfserve?

does data work?

My Plan

Pick & Pay

This plan includes: -
- Unlimited Provincial Talk

Re: New Sim activated but can't make/receive calls

Joelk — Mon, 19 Dec 2016 22:16:38 GMT

@ShawnC13 wrote:
What type of phone are you using as some require a factory reset I have read on here

Moto E 2nd Gen LTE

I could give that a go and see what happens, just didn't know if it was something on PM's side though as the phone seems like it should work.

Re: New Sim activated but can't make/receive calls

ShawnC13 — Mon, 19 Dec 2016 22:20:36 GMT

It may I have just read on here that some phones do need a reset I am not sure which ones.

Re: New Sim activated but can't make/receive calls

Luddite — Mon, 19 Dec 2016 22:21:35 GMT

What message is showing on the phone; No SIM, No Service, Public Mobile with bars, Enter code, etc.?

Definitive test: your SIM in another known unlocked phone; another active SIM in your phone.

Re: New Sim activated but can't make/receive calls

Joelk — Mon, 19 Dec 2016 22:21:43 GMT

@ShawnC13 wrote:
It may I have just read on here that some phones do need a reset I am not sure which ones.

Well, I'll try it out, Nothing to lose 🙂

Re: New Sim activated but can't make/receive calls

Joelk — Mon, 19 Dec 2016 22:23:00 GMT

@Luddite wrote:
What message is showing on the phone; No SIM, No Service, Public Mobile with bars, Enter code, etc.?

Definitive test: your SIM in another known unlocked phone; another active SIM in your phone.

Public Mobile with bars,

Don't have another unlocked phone to try it in 😞

Re: New Sim activated but can't make/receive calls

Joelk — Tue, 20 Dec 2016 00:34:51 GMT

@Joelk wrote:
@ShawnC13 wrote:
It may I have just read on here that some phones do need a reset I am not sure which ones.
Well, I'll try it out, Nothing to lose 🙂

Still the same thing after factory reset 😞

Re: New Sim activated but can't make/receive calls

Mana — Tue, 20 Dec 2016 00:58:00 GMT

Hi,
You mentioned that you were able to call your voice mail but if you call your number from another phone, are you receiving incoming calls?

Also, please check your call settings.

Re: New Sim activated but can't make/receive calls

Luddite — Tue, 20 Dec 2016 00:58:59 GMT

Definitely odd behaviour if the phone used to work on another Canadian network. Some additional suggestions:

- go to settings, then general-profile and make sure that there is no existing profile, if there is a profile delete it

- check network is not set to 2G; use 3G and if that works then try auto

- check for operating system updates

- remove sim for 5 minutes, then install and reboot

Re: New Sim activated but can't make/receive calls

Joelk — Tue, 20 Dec 2016 01:10:10 GMT

@Mana wrote:
Hi,
You mentioned that you were able to call your voice mail but if you call your number from another phone, are you receiving incoming calls?

Also, please check your call settings.

Sorry if what I said before was confusing, If I call my new PM number from other phones I go straight to voicemail, and then it shows up on my PM phone that I have a voicemail.

But if I try to my voicemail from my PM phone it instantly hangs up saying call ended.

Re: New Sim activated but can't make/receive calls

Mana — Tue, 20 Dec 2016 03:57:28 GMT

If you can perhaps find a family or a friend's unlock phone and try your sim in it that would help.

If not or if still doesn't work, please trying messaging a mod in the morning.

Re: New Sim activated but can't make/receive calls

Joelk — Tue, 20 Dec 2016 04:39:38 GMT

@Mana wrote:
If you can perhaps find a family or a friend's unlock phone and try your sim in it that would help.

If not or if still doesn't work, please trying messaging a mod in the morning.

I could put it in a Telus phone, not sure if the Telus phone would have to be unlocked or not as PM runs on their network.

Also, not sure how to message a mod, I did shout out to some mod usernames in my first post.

Re: New Sim activated but can't make/receive calls

Mana — Tue, 20 Dec 2016 04:50:35 GMT

@Joelk Please power down the relics phone, insert your PM sim and give it a try.

you out may need to set the mobile network to PM and APN to PM if it does t work after power cycling.

To private message a mod, please go back to your initial post where you shout out or tagged mods, then click on a mods name and depending on your device, you will either see a option for sending a private message in a drop down menu or on the next screen on your right hand corner underneath the mods name.

If if you still need help, please leave a message here.

Hope this helps

thanks

Re: New Sim activated but can't make/receive calls

Joelk — Tue, 20 Dec 2016 19:55:09 GMT

@Manathanks for your help. I put my sim in my Telus phone and can make a call like that, however, on my unlocked phone it is still just going to call ended.

I'm thinking it is my phone?

Re: New Sim activated but can't make/receive calls

Mana — Wed, 21 Dec 2016 00:23:13 GMT

What phone do you have again?

If everything works fine with the other phone with your sim in it then it's not your sim and it's not a service related issue, it's most likely your phone.