topic Re: Unable to call or text but still able to use Data in Get Support

Unable to call or text but still able to use Data

bianli1971 — Wed, 08 Jun 2022 18:41:55 GMT

Since May 25th I have not been able to receive or send any text or call. I have paid for this month's plan and May 25th is not even my pay date. However, I am able to use the data for my plan. I am very confused on what is happening and need help.

Re: Unable to call or text but still able to use Data

softech — Wed, 08 Jun 2022 18:42:52 GMT

@bianli1971 Do you have another phone around? If so, try to put your PM SIM into that other phone. It might trigger the re-provision of the SIM and it might fix your issue.

If not, did you try using the phone for voice in other area ?

Re: Unable to call or text but still able to use Data

BKNS27 — Wed, 08 Jun 2022 18:46:39 GMT

@bianli1971

Maybe try rebooting your phone by holding down the power button then wait 2 minutes then power the phone back on.

Re: Unable to call or text but still able to use Data

will13am — Wed, 08 Jun 2022 18:47:28 GMT

@bianli1971 , are you sure it is mobile data and not WiFi? It is unusual that you have a network connection and not be able to have calling or text.

Re: Unable to call or text but still able to use Data

hTideGnow — Wed, 08 Jun 2022 19:14:36 GMT

HI @bianli1971 Can you try to put your sim card in another phone and test ? That will confirm if it is a device problem or account

Re: Unable to call or text but still able to use Data

bianli1971 — Wed, 08 Jun 2022 19:46:37 GMT

Nope it still doesn't work. I switch it to another phone, still can't text or call. Switched back to my phone, still can't text or call.

Also can you define in other areas? I tried in two cities in Ontario, both doesn't work

Re: Unable to call or text but still able to use Data

softech — Wed, 08 Jun 2022 19:51:49 GMT

@bianli1971 Yes, if both cities are like that, it's far enough 🙂

and if both phones are showing the same problem, I would think it is more an account problem. Does the phone showing you are connected to Public Mobile network? any error message on the phone status on top?

Re: Unable to call or text but still able to use Data

bianli1971 — Wed, 08 Jun 2022 19:54:44 GMT

yes I am sure because I was using it outside.

Re: Unable to call or text but still able to use Data

dabr — Wed, 08 Jun 2022 19:55:28 GMT

@bianli1971 Maybe try to reset the network settings on your phone.

Otherwise I'd submit a ticket to customer support to take a look at your account. Here's a link to chatbot and CS_Agent:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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

Re: Unable to call or text but still able to use Data

bianli1971 — Wed, 08 Jun 2022 19:56:02 GMT

it is connected to public mobile network, no error message.

Re: Unable to call or text but still able to use Data

softech — Wed, 08 Jun 2022 19:57:23 GMT

@bianli1971 I would open a ticket with PM Support and see if they can find out anything wrong. Or they can re-provision your account from their end.

If you have not done so, here are the 2 ways to open ticket with PM:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Unable to call or text but still able to use Data

bianli1971 — Wed, 08 Jun 2022 20:06:42 GMT

Thank you I just did it!

Re: Unable to call or text but still able to use Data

esjliv — Wed, 08 Jun 2022 21:56:14 GMT

@bianli1971 - what happens when you call your phone number from another phone?

Can you confirm your account status in self serve is showing Active? https://selfserve.publicmobile.ca/Overview/

Or call 611 from your device, and what does it say?

Re: Unable to call or text but still able to use Data

JL9 — Thu, 09 Jun 2022 02:28:14 GMT

This was my first thought. You said you were trying it outside, are you sure it was out of wifi range and the wifi signal was off the top right?