topic Re: Unable to make calls or send text messages in Get Support

Unable to make calls or send text messages

Julia1979 — Tue, 15 Aug 2023 03:10:51 GMT

Hi,

I recently asked my son to reset the iPhone he was using with his public mobile account (I got him a new phone with a different company and now the phone with this public mobile mobile account is going to be used by his younger brother). After resetting the phone, my son set up an Apple account for his brother with a different email address and password. Since then, my youngest son is unable to make calls or send text messages with the public mobile account. I wonder if someone can help me with this issue.

Thank you in advance,

Re: Unable to make calls or send text messages

Chalupa_Batman — Mon, 14 Aug 2023 21:42:30 GMT

Hi @Julia1979

You sound like a great mom looking after her kids. Wish I had a mom who bought me a cell phone when I was a kid. Wait, didn't have cell phones back then. Only Atari and Colecovison. LOL

So, your other son SIM card is in the phone. Try this. Go to settings, network settings and remove Automatic and choose Public Mobile and reboot. Let me know if it worked.

Re: Unable to make calls or send text messages

hairbag1 — Mon, 14 Aug 2023 21:42:45 GMT

@Julia1979

take the sim outta the phone and try it in a different unlocked phone.

Re: Unable to make calls or send text messages

hTideGnow — Mon, 14 Aug 2023 21:42:53 GMT

HI @Julia1979

the youngest son cannot make calls and text, so the youngest one is the one who just have the iPhone setup?

can you put the same sim card into another phone, test calls on that other phone

Re: Unable to make calls or send text messages

LitlLdy — Mon, 14 Aug 2023 21:57:26 GMT

@Julia1979 ,

This may be a silly question but is the Public Mobile account still currently active (payment made on it)?
Also, is it still the same phone # or did your other Son port out the phone # to a different company?

Did your Son remove the iPhone from his Apple account & add the iPhone to your other Son’s Account? (I am thinking yes it was done this way) Not just reset the iPhone as new?

If these are silly questions please forgive me.

Re: Unable to make calls or send text messages

Julia1979 — Mon, 14 Aug 2023 23:51:25 GMT

Thank you for your comments.
My eldest son has the new (preowned) phone with a new company (new phone number, new SIM card for the “new phone”). My youngest has the old phone (with the old SIM card and has the same old phone number).
My oldest son reset the the old phone and set up a new Apple account for his brother… I just figured everything would work the same as before… just under a diff account… the public mobile account is under my email address and information so I’m not sure why it wouldn’t work…

when I go to settings, I can’t see network settings…

thanks again!

Re: Unable to make calls or send text messages

LitlLdy — Mon, 14 Aug 2023 23:58:03 GMT

@Julia1979 ,

Go to Settings, Cellular, Network Selection & Remove Automatic then select Public Mobile. Restart iPhone.

Re: Unable to make calls or send text messages

Julia1979 — Mon, 14 Aug 2023 23:58:46 GMT

Thank you for your reply. No silly questions at all! My eldest son is 12 and can do more techy things than me!

So to answer the questions…

yes the account is still active with pub mobile.
yes it’s the same phone number on the public mobile phone. and also the same SIM card in the public mobile phone.

for the last question, I’ll have to check with my son who is at a sleepover tonight… but that sounds like what he did. He transferred everything from the old phone (public mobile phone) to his new (preowned) phone.

Re: Unable to make calls or send text messages

Julia1979 — Tue, 15 Aug 2023 00:02:43 GMT

K, I tried this and it didn’t work 😞

thank you though for trying to help

Re: Unable to make calls or send text messages

LitlLdy — Tue, 15 Aug 2023 00:13:22 GMT

@Julia1979 ,

Can you please turn off the iPhone & check to see if the SIM Card is in the iPhone correctly? In my new iPhone it goes in a different way then my older iPhone!

Also, @Julia1979 in Cellular, Cellular Data Option, Voice & Data what is it set to? I have “5G Auto, 5G On, LTE & 3G” to choose from.

Re: Unable to make calls or send text messages

Julia1979 — Tue, 15 Aug 2023 02:16:35 GMT

Hi,

I did not change the SIM card on this old phone…

In that setting, it is set to LTE, onkk lol y other option is 3G…

The package from public mobile is the very basic one… 2GB/mth, unlimited talk

Thanks again for trying to help!

Re: Unable to make calls or send text messages

LitlLdy — Tue, 15 Aug 2023 02:25:35 GMT

@Julia1979 , I’m sorry, I feel at a loss! You have tried everything we suggested & none of it worked so please send a private message to ask a CS_Agent to look into the issue then please update Us on what worked with them!

You can send a private message to a CS_Agent using the link: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Re: Unable to make calls or send text messages

DDM69 — Tue, 15 Aug 2023 05:15:55 GMT

The sim card and account were activated using a specific email address. You need that to log in to that account.

Re: Unable to make calls or send text messages

Julia1979 — Tue, 15 Aug 2023 09:02:10 GMT

I have the email and SIM card that was used for that account on the old phone at Public Mobile… wondering if I am able to simply get a new SIM card, keep the same old phone number on that phone… but change the email address? Or would it be best to just cancel that phone plan and open a new one with a new SIM card?

Re: Unable to make calls or send text messages

Luddite — Thu, 24 Aug 2023 19:03:02 GMT

@Julia1979 Have you resolved the difficulty transferring older son's service to the new Apple ID? As you made no changes to the PM account and only had problems after changing the Apple accounts, the problem is almost certainly caused by the phon3 settings and not the PM account.