topic Re: Can not receive or make calls in Get Support

Can not receive or make calls

awesner — Fri, 21 Jan 2022 21:23:44 GMT

Can not receive or make any calls.

- Restarted phone a few times

- Took SIM card out

Any other suggestions?

Re: Can not receive or make calls

0PX9O4 — Fri, 21 Jan 2022 21:25:01 GMT

@awesner

When was your last payment? Have you logged in to self serve to see what it says?

Do others in your area still have Telus coverage? It's possible there is a temporary outage in your area.

Re: Can not receive or make calls

softech — Fri, 21 Jan 2022 21:27:46 GMT

@awesner How long you have been with PM? Just joined or have been long?

what is the phone show regarding signal or SIM ? No SIM? SIM not provisioned? No Network? you see no Signal bars on the screen?

Also, do you have another phone and another active SIM from another provider?

can you try to put your SIM into another phone?

Or can you try to put another active SIM into this phone and see if it work?

Re: Can not receive or make calls

dabr — Fri, 21 Jan 2022 21:26:52 GMT

@awesner You could try toggling airplane mode on/off too. Also if you have a spare phone try your PM SIM in there to rule out an issue with your phone.

Re: Can not receive or make calls

dabr — Fri, 21 Jan 2022 22:23:28 GMT

@awesner If none of the suggestions still haven't helped, you could also try changing the network settings to 3G/WCDMA on your phone. This may or may not help.

If nothing helps then you should submit a ticket or send a message to customer support either via the chatbot bubble bottom right of screen or via the envelope icon top right to CS_Agent.

Re: Can not receive or make calls

esjliv — Fri, 21 Jan 2022 23:00:15 GMT

@awesner wrote:
Can not receive or make any calls.
- Restarted phone a few times
- Took SIM card out
Any other suggestions?

@awesner - is this a new activated SIM card/account? OR an existing one that was working previously?

IS the phone locked to its previous provider? If so, contact them (or Samung if a Samsung) to unlock it for you.

Also, check if the phone is blacklisted: https://www.devicecheck.ca/check-status-device-canada/