topic Re: Not able to make or receive a phone call? in Get Support

Re: Not able to make or receive a phone call?

duncan_mccaul — Tue, 04 Jan 2022 18:04:04 GMT

My new phone is working intermittenly - sometimes I can make & receive phone calls, most times I can't and it tells me I am "not registered on network". Text is the same. I got a new Galaxy from Orchard, installed the sim that came with it, and registered online okay. Please advise. Thank you.

Re: Not able to make or receive a phone call?

srlawren — Wed, 26 Oct 2016 18:33:46 GMT

Hi @duncan_mccaul, welcome to Public Mobile!

I've moved your post to it's own new thread, so it has better visibility.

It sounds to me like you may have received a defective SIM card. Could you try powering off your phone, removing the SIM, waiting about 60 seconds, then re-insert the card and power back on, and let me know if that makes any difference?

Re: Not able to make or receive a phone call?

Grant_J — Wed, 26 Oct 2016 18:35:40 GMT

Try removing and reinserting the sim card, sometimes they aren't perfectly touching the contacts and you get that kind of issue. If that doesn't work a mod such as @Shazia_K can help check if something needs to be reset.

Re: Not able to make or receive a phone call?

Saray_O — Wed, 26 Oct 2016 18:42:34 GMT

Hi @duncan_mccaul,

I'm sorry to hear about this!

Could you tell me which Galaxy do you have?

**Edit: I have refreshed your connection to our network. Could you turn off your phone, check that the SIM card is properly inserted and then turn in on again?

Let me know how that goes!

Re: Not able to make or receive a phone call?

duncan_mccaul — Wed, 26 Oct 2016 19:14:28 GMT

Okay I followed those instructions and it seems to be working okay now. Like I said, it was intermittent so I will see if it stays connected over the next few days. Thanks for your prompt attenion to this.

Re: Not able to make or receive a phone call?

srlawren — Wed, 26 Oct 2016 19:57:32 GMT

@duncan_mccaul I'm glad that worked! Hopefully it sticks.

Re: Not able to make or receive a phone call?

duncan_mccaul — Tue, 01 Nov 2016 19:27:32 GMT

I still cant send or receive texts and calls most of the time on my new Galaxt S5 from Orchard. The odd text or call gets through, but most of the time it says not in range or not registered on network. This is a big problem. What could make reception so intermitent? SIM card? @srlawren @Saray_O

Re: Not able to make or receive a phone call?

duncan_mccaul — Tue, 01 Nov 2016 21:11:10 GMT

A friend called me and it went right to voicemail although I was not on the phone. I got the voicemail notification 30 minutes later and could retrieve the message.

Re: Not able to make or receive a phone call?

srlawren — Tue, 01 Nov 2016 21:25:22 GMT

@duncan_mccaul have you tried removing and re-inserting the SIM card? If that doens't help, then you may need to contact one of the moderators to ask for a replacement SIM card.

Re: Not able to make or receive a phone call?

duncan_mccaul — Tue, 01 Nov 2016 21:35:55 GMT

Tried that. Still not working.

Re: Not able to make or receive a phone call?

srlawren — Tue, 01 Nov 2016 21:41:32 GMT

@duncan_mccaul okay, then I would suggest that you send @Saray_O a private message with your phone number, your full mailing address, and a quick note about your intermittent issue. It sounds to me like you may need a replacement SIM card, but Saray may have a better idea, or otherwise she can arrange to have one sent to you.

Re: Not able to make or receive a phone call?

duncan_mccaul — Wed, 02 Nov 2016 21:28:02 GMT

@srlawren I did as you said yesterday but I have not heard back from Saray_O. I had an extra SIM card that I had ordered when I ordered the phone (one came with the phone and I put that one in instead). I replaced the SIM card and changed it online - successfully it said. @Saray_O?

Re: Not able to make or receive a phone call?

srlawren — Wed, 02 Nov 2016 22:02:24 GMT

Hi @duncan_mccaul,

So you switched your active SIM card in the self-serve system to the second card. Did powering off your phone and putting the card in and powering back on resolve the issue?

Re: Not able to make or receive a phone call?

duncan_mccaul — Wed, 02 Nov 2016 22:07:17 GMT

Yes I switched cards. No, turning the phone off and removing and replacing the other card did not solve the problem.

Re: Not able to make or receive a phone call?

duncan_mccaul — Wed, 02 Nov 2016 22:18:21 GMT

I have no service with the new card. Tells me I'm not registered on the system.

Re: Not able to make or receive a phone call?

srlawren — Wed, 02 Nov 2016 22:41:26 GMT

@duncan_mccaul it does sound that way. 😞

@Shazia_K could you please assist @duncan_mccaul? This has now been outstanding for quite some time, if you could help it would be appreciated. He has tried two different SIM cards, first the one sourced from Orchard with his phone, and then later switched in self-serve to a second SIM he had, and still no luck.

Re: Not able to make or receive a phone call?

Shazia_K — Wed, 02 Nov 2016 22:44:02 GMT

Hey @duncan_mccaul,

I'm very sorry to hear about this!

Can you please send me a private message with your current Public Mobile SIM card #? Also, is the phone unlocked? I know Orchard are suppose to unlock the phone before selling it to you but did you double check?

Thanks,

Shazia

Re: Not able to make or receive a phone call?

duncan_mccaul — Thu, 03 Nov 2016 19:35:02 GMT

@Shazia_K I sent a pm

Re: Not able to make or receive a phone call?

duncan_mccaul — Fri, 04 Nov 2016 14:22:12 GMT

@srlawren @Shazia_K I still haven't received a reply.

Re: Not able to make or receive a phone call?

Mary_M — Fri, 04 Nov 2016 15:56:45 GMT

Hey @duncan_mccaul

Shazia is not in today, can you send me your SIM card number, and the account number of your old service provider ? (via private message)

Mary