topic Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls in Get Support

New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Fri, 20 Jan 2023 06:09:21 GMT

Hello,

We bought this for our Son on our old Galaxy A8 and is not working. I have reset and reseated and powered down at least 20 times. The antenna seems to have a good signal and the phone does not recognize the SIM or carrier. The compatibility checker is no longer there for devices.

Please help.

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

HALIMACS — Sun, 08 Jan 2023 18:27:45 GMT

@hsalahub

If you have another Public Mobile account, try putting that SIM card in that device and see if you can get it to work. If not, it's likely a device issue.

You can also try resetting network connections.

Also try selecting just 3G in network connections to see if that helps.

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

Chrissyrioux12 — Sun, 08 Jan 2023 18:26:15 GMT

Is y( device unlocked?

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

Chrissyrioux12 — Sun, 08 Jan 2023 18:27:45 GMT

You can have the previous company you were with unlock the phone for free

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Sun, 08 Jan 2023 18:29:42 GMT

Yes, device is unlocked and I have history changing SIMs in it successfully.

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Sun, 08 Jan 2023 18:32:15 GMT

Thank you, I was looking at resetting network connections, but didn’t want to lose WiFi and Bluetooth… seems like my only option though. I did choose all of the other network types manually already but it didn’t seem to work.

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Sun, 08 Jan 2023 18:35:06 GMT

Phone is unlocked. We chose the lowest cost 3G plan, does that limit the compatibility of the device?

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Sun, 08 Jan 2023 18:49:33 GMT

No luck on the network settings reset

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

Handy1 — Sun, 08 Jan 2023 18:54:27 GMT

@hsalahub @Did you set your net work to 3G like @HALIMACS mentioned also switching from 4G to 3G won’t affect your compatibility just means slower internet speed

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Sun, 08 Jan 2023 18:57:41 GMT

SIM Card Status:

Network - not available

Mobile networks state – disconnected
Service date – out of service

Signal Strength : -113 bBm 0 asu

Mobile voice network type - UMTS

Mobile data network type - Unknown

Roaming - Not roaming

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

Handy1 — Sun, 08 Jan 2023 18:59:28 GMT

@hsalahub @Maybe you should reach out to support

Getting help from agent

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Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Sun, 08 Jan 2023 19:01:13 GMT

Yes, I tried each of the network types and reset the phone.

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Sun, 08 Jan 2023 19:03:37 GMT

Phone also has an alert “SIM not provisioned for voice”

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

Handy1 — Sun, 08 Jan 2023 19:05:43 GMT

@hsalahub @Then you need supports help follow one of the links here

Getting help from agent

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get

Or get help right here in the community

Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

softech — Sun, 08 Jan 2023 19:06:40 GMT

@hsalahub if it is a sim provisioning issue, a quick way is to try to put the PM sim card in another phone, that could force a sim re-provision and it could resolve the issue

But if that does not work, then, yes, PM support would need to help to reprovision the sim/account

And did you check if the phone is clean ? check here for peace of mind:

https://www.devicecheck.ca/check-status-device-canada/

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Sun, 08 Jan 2023 19:07:14 GMT

Thank you, I did log a Support request. Do they work on Sundays?

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

Handy1 — Sun, 08 Jan 2023 19:11:03 GMT

@hsalahub @Yes they do

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

hsalahub — Sun, 08 Jan 2023 19:11:15 GMT

Now the phone is calling it an unregistered SIM, definitely need to speak with Support.

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

softech — Sun, 08 Jan 2023 19:13:37 GMT

@hsalahub yes, agent work on Sunday , monitor the inbox for their reply

and you checked the My Account and showing account status Active?

Re: New SIM, New Public Phone Number and Cannot Send/Receive Texts or Calls

Handy1 — Sun, 08 Jan 2023 19:13:41 GMT

@hsalahub @Then follow one of my links or the one @softech provided