topic Re: New sim card working with text and internet, but can't make/receive calls! in Get Support

New sim card working with text and internet, but can't make/receive calls!

mkaramollahi — Wed, 05 Jan 2022 07:52:51 GMT

Hi,
I purchased a new sim card at a store and activated it online myself. I chose the $40 plan with 4.5GB+500MB internet. Immediately after activation, the internet was working and I could send/receive text messages. But still, after almost 20 hours, I can't make/receive phone calls. I checked my phone's IMEI on the website and it says it should be working with the network. Please help me, what should I do!?

Re: New sim card working with text and internet, but can't make/receive calls!

Carld123 — Sun, 23 Dec 2018 12:18:29 GMT

@mkaramollahi wrote:
Hi,
I purchased a new sim card at a store and activated it online myself. I chose the $40 plan with 4.5GB+500MB internet. Immediately after activation, the internet was working and I could send/receive text messages. But still, after almost 20 hours, I can't make/receive phone calls. I checked my phone's IMEI on the website and it says it should be working with the network. Please help me, what should I do!?

@mkaramollahi try the lost/ stolen trick..clic stolen for 5 minutes or so the click found...seems like strange advice but it fixes various issues

Re: New sim card working with text and internet, but can't make/receive calls!

Jessica_T — Sun, 23 Dec 2018 12:24:47 GMT

@mkaramollahi wrote:
Hi,
I purchased a new sim card at a store and activated it online myself. I chose the $40 plan with 4.5GB+500MB internet. Immediately after activation, the internet was working and I could send/receive text messages. But still, after almost 20 hours, I can't make/receive phone calls. I checked my phone's IMEI on the website and it says it should be working with the network. Please help me, what should I do!?

@Carld123 wrote:
@mkaramollahi try the lost/ stolen trick..clic stolen for 5 minutes or so the click found...seems like strange advice but it fixes various issues

@mkaramollahiThe instructions for what @Carld123 mentioned is as follows

Report your phone lost/stolen in the self service account under Plans and Add-ons, Lost/Stolen Phone and logout. Wait 5-10 minutes. Re-login and report phone found. Reboot your phone. This seems to reset your SIM card and hopefully activates your plan/account.

Re: New sim card working with text and internet, but can't make/receive calls!

mkaramollahi — Sun, 23 Dec 2018 13:01:56 GMT

I did exactly as you said. But it's not working yet!

Re: New sim card working with text and internet, but can't make/receive calls!

Tav — Sun, 23 Dec 2018 13:14:36 GMT

I would recommend sending a private message to the Moderators by clicking here as it seems there may have been some issues activating your number or porting your numbe over from another provider. Please be aware that Moderator response time can be up to 72hrs but they are usually pretty quick in my experience.

Re: New sim card working with text and internet, but can't make/receive calls!

Jessica_T — Sun, 23 Dec 2018 13:17:35 GMT

@mkaramollahi wrote:
I did exactly as you said. But it's not working yet!

@mkaramollahiDid you get a new number or port over your old number from another company?

Re: New sim card working with text and internet, but can't make/receive calls!

mkaramollahi — Sun, 23 Dec 2018 13:19:26 GMT

I got a new number. I chose the last 4-digits when selecting a number... I don't know if it has anything to do with this problem.

Re: New sim card working with text and internet, but can't make/receive calls!

Jessica_T — Sun, 23 Dec 2018 13:22:43 GMT

@mkaramollahi wrote:
I got a new number. I chose the last 4-digits when selecting a number... I don't know if it has anything to do with this problem.

@mkaramollahiIt should not matter. It sounds like something went wrong during the creation of your account. A new number should be working right away. The moderator team will be able to look into it for you. The moderator team can be reached via private message using this link. Please include in the private message account number and PIN code along with a detailed description of the issue and the required resolution.

Re: New sim card working with text and internet, but can't make/receive calls!

RobertQc — Sun, 23 Dec 2018 13:35:34 GMT

@mkaramollahiI would suggest before contacting the moderator team be sure its a problem with the network / service / account- Do you have another phone you can put your sim into? It would be a shame to have to wait days for a response when it may be an issue with your phone. It might be setting or need to be factory reset or other local phone issues.

Testing your sim in another phone and reproducing the same issue (Data/Text OK, Calling No go) would be verification that the issue is not on your side.

What kind of phone do you have?

Re: New sim card working with text and internet, but can't make/receive calls!

mkaramollahi — Sun, 23 Dec 2018 13:55:24 GMT

@RobertQc You're right! My phone is Huawei Honor 8. I checked the sim card on an older phone (HTC One E8) and it worked! Now, what should I do? I checked the IMEI on the website and it said no problem with the phone. If I knew I wouldn't have purchased this sim card. Is there anything I could do to resolve the issue?

Re: New sim card working with text and internet, but can't make/receive calls!

RobertQc — Sun, 23 Dec 2018 14:01:15 GMT

@mkaramollahi wrote:
@RobertQc You're right! My phone is Huawei Honor 8. I checked the sim card on an older phone (HTC One E8) and it worked! Now, what should I do? I checked the IMEI on the website and it said no problem with the phone. If I knew I wouldn't have purchased this sim card. Is there anything I could do to resolve the issue?

@mkaramollahi

Which model do you have?

FRD-L19 (Europe, Global);

FRD-L14 (USA);

FRD-L04 (USA, Canada);

FRD-AL00 (Hong Kong, China, USA);

FRD-TL00 (China);

FRD-AL10 (China)

It seems your phone may have 2 SIM slots. Did you try putting your sim card in the different slot?

Re: New sim card working with text and internet, but can't make/receive calls!

mkaramollahi — Sun, 23 Dec 2018 14:06:46 GMT

@RobertQc It actually is JSN-L21. And yes, I tried both slots and both have the same issue.

Re: New sim card working with text and internet, but can't make/receive calls!

Carld123 — Sun, 23 Dec 2018 14:23:58 GMT

@mkaramollahi

I remember reading a similar post from someone experiencing the same issue with a Hauwei indian version phone and it ended up not being compatible with pm..try a thread search

Re: New sim card working with text and internet, but can't make/receive calls!

RobertQc — Sun, 23 Dec 2018 14:35:52 GMT

@mkaramollahi wrote:
@RobertQc It actually is JSN-L21. And yes, I tried both slots and both have the same issue.

@mkaramollahiSo this is the Honor 8X not Honor 8.

I am getting conflicting info, it seems the phone is so new sites may not be being reported correctly between the variants. But this is where you need to spend some research. It may be you have the wrong model, possibly the Global version is JSN-LX1

As per GSM arena and frequencycheck.net, its missing most of the required frequencies.

Missing frequencies could explain your inability to make calls.

Can you find a link to the datasheet from the manufacture on your specific variant? Or do you have the manual from your phone that shows specs?

When you locate your exact frequencies, compare them with https://en.wikipedia.org/wiki/Telus_Mobility#Radio_frequency_summary Or share the link / pdf here with me and I will help you check.

Keep in mind its not only LTE you want, public mobile does not offer VOLTE, so look at the 3G as well.

Re: New sim card working with text and internet, but can't make/receive calls!

Anonymous — Sun, 23 Dec 2018 14:33:04 GMT

Another victim of the near useless IMEI checker.

Sure...some functions will work. Maybe not all. So sure...it's compatible.

Sheesh.

Re: New sim card working with text and internet, but can't make/receive calls!

Carld123 — Sun, 23 Dec 2018 14:35:55 GMT

@mkaramollahi

Below is the final results from a thread regarding an honor 8x

Re: New sim card working with text and internet, but can't make/receive calls!

mkaramollahi — Sun, 23 Dec 2018 14:41:50 GMT

@Carld123 wrote:
@mkaramollahi
Below is the final results from a thread regarding an honor 8x

@Carld123 and @RobertQc . Thank you, I checked it too and it seems to be right. The 1900Mhz freq is missing on this phone. So disappointed!