topic Re: Voice isn't working, data is working - been 5 days so far in Get Support

Voice isn't working, data is working - been 5 days so far

jasosien — Wed, 05 Jan 2022 21:49:20 GMT

New account, so far voice is NOT working and data IS working. Please help.

Re: Voice isn't working, data is working - been 5 days so far

kselmak — Mon, 11 Jan 2021 19:54:09 GMT

Hi @jasosien

Does texting work?

You need access to 3g network 850 and 1900 mhz for voice.

Does data work when WiFi is off? ( Sorry I'm not implying you don't know about it but many people forget)

With calling is it both incoming and outgoing that don't work?

Can you test on different phone?

What is your status?

Re: Voice isn't working, data is working - been 5 days so far

will13am — Mon, 11 Jan 2021 19:51:42 GMT

@jasosien , can you be more specific? Are both incoming and outgoing calls not working? What model of phone are you using? Voice operates on the 3G network whereas data is on both LTE and 3G. It is possible that compatibility issues is affecting 3G service. A little more information is needed to troubleshoot this problem.

Re: Voice isn't working, data is working - been 5 days so far

darlicious — Mon, 11 Jan 2021 19:52:36 GMT

@jasosien

What is the make and model of your phone? Is it dual sim?

Re: Voice isn't working, data is working - been 5 days so far

jasosien — Tue, 12 Jan 2021 13:56:10 GMT

texting doesn't work

no wifi

incoming and outgoing don't work

calling it says: number not in service

no other phone to test

Re: Voice isn't working, data is working - been 5 days so far

jasosien — Tue, 12 Jan 2021 13:57:34 GMT

when calling it, it says: number not in service

incoming and outgoing don't work

iphone 6 which was factory reset

Re: Voice isn't working, data is working - been 5 days so far

jasosien — Tue, 12 Jan 2021 13:57:52 GMT

iphone 6, no dual sim

Re: Voice isn't working, data is working - been 5 days so far

Dunkman — Tue, 12 Jan 2021 14:32:56 GMT

@jasosien

@jasosien wrote:
iphone 6, no dual sim

Maybe try a network reset of phone.

Update IOS

Connect to iTunes via computer to update

It would nice if you can find a working phone to try the SIM card. That would help determine whether hardware set up issue versus PM Service problem.

Re: Voice isn't working, data is working - been 5 days so far

darlicious — Tue, 12 Jan 2021 14:39:45 GMT

@jasosien

To clarify you have wifi working? You have mobile data working?

Re: Voice isn't working, data is working - been 5 days so far

jasosien — Tue, 12 Jan 2021 15:17:41 GMT

wifi is off, cell data is working

Re: Voice isn't working, data is working - been 5 days so far

jasosien — Tue, 12 Jan 2021 15:19:13 GMT

i've done a network reset twice and a factory reset

ios is at the latest version

i dont have another phone to test. this phone works with other sim for both voice/data

Re: Voice isn't working, data is working - been 5 days so far

Dunkman — Tue, 12 Jan 2021 15:36:22 GMT

@jasosien

Let's assume that it is a PM service issue. Then you will need to contact moderator to see if your account is provisioned correctly. Unfortunately, wait times are longer than usual. Check our private message for response (envelope on right upper corner of website)

To contact moderator via 2 methods:

Ticketing system - faster response time

Click on the blue chat bubble icon on the right lower corner of website to start ticketing process to contact moderator. Type: Contact moderator. Follow the prompts to submit ticket.

2 Send a private message to moderator through the following link :

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

Re: Voice isn't working, data is working - been 5 days so far

darlicious — Tue, 12 Jan 2021 21:29:53 GMT

@jasosien

Download fongo and textnow for calling and texting service while you wait for the moderators to reset your account and/or reprovision your sim card. Unfortunately its a 72+hour wait time for customer support.

Re: Voice isn't working, data is working - been 5 days so far

jasosien — Tue, 12 Jan 2021 17:09:07 GMT

this is now day 7 of my voice service not working. ugh

Re: Voice isn't working, data is working - been 5 days so far

jasosien — Tue, 12 Jan 2021 17:10:26 GMT

already have a ticket with PM, still no luck with getting it resolved

Re: Voice isn't working, data is working - been 5 days so far

Anonymous — Tue, 12 Jan 2021 17:20:20 GMT

@jasosien wrote:
i dont have another phone to test. this phone works with other sim for both voice/data

Which other SIM does it work with?

Which exact submodel number is it? Where did the phone come from originally? Canada? Or elsewhere?

Did you try connecting the phone via USB to a computer with iTunes?

Maybe try the Suspend under the Lost/stolen function in the self-serve. Then log out. Wait a minute or three. The choose Resume. Restart phone.

Maybe try the manual $1 payment if you have a registered payment card.