topic @CS_Agent in Get Support

@CS_Agent

Ehovey — Tue, 09 May 2023 21:21:45 GMT

My phone recently stopped making and receiving voice calls through Public. I did recently upgrade my package for more data. I’ve been a customer for many years now. I have worked my way through Simon without resolution. I heard that Public recently upgraded their network and is older customers need new SIM cards. Any truth?

otherwise I’m paying for a service I can’t use. It’s also scary because I don’t have a landline so no method to communicate outside.

Re: @CS_Agent

softech — Tue, 09 May 2023 21:25:15 GMT

@Ehovey you are posting in the forum here and we are just customers like you

However, please try to enable VoLTE and see if it works

iPhone: Settings->Cellular->Cellular Data Options->Voice & Data, enable 4G or LTE there

Pixel: Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there

Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there

If that does not help, it could be an issue that requiring PM support to refresh your account on the system. Please engage them via opening ticket:

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: 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 to you there

Re: @CS_Agent

HALIMACS — Tue, 09 May 2023 21:45:17 GMT

To confirm, @Ehovey , you would not need a new SIM card, so don't purchase one to change it.

Can you send and receive texts?

Can you log into self-serve and let us know if the status is displaying as "ACTIVE" or "SUSPENDED"?

By any chance, did you undergo a renewal very recently, if so, it's possible the auto-pay failed and you may simply be in suspension.