topic Re: Calls are not going through in Get Support

Calls are not going through

Temitope — Thu, 05 Oct 2023 14:55:36 GMT

I got a pubic mobile sim September 25 and since then I have not been able to make calls and calls hasn't coming in also, it keeps going to voice mail neither can I use the data. It's getting frustrating, note that I just got this sim and I haven't used it at all

Re: Calls are not going through

hTideGnow — Thu, 05 Oct 2023 14:58:59 GMT

HI @Temitope

What phone do you have?

your sim card and account not properly setup.

Frist try to click Reset All network and check if it works. Try data, try make outbound calls and inbound calls

If any of those not working, please submit a ticket with PM CS agent and ask them to refresh your account

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

Re: Calls are not going through

hairbag1 — Thu, 05 Oct 2023 15:00:29 GMT

@Temitope

did you port your number over from previous cell network. Perhaps there was a glitch in that process. I'll send you a number for port assistance...check the little envelope icon on top right side of page..

Re: Calls are not going through

BKNS27 — Thu, 05 Oct 2023 15:33:37 GMT

@Temitope

If you ported your old number over to PM, did you reply to the text with YES confirming you are porting over to PM with the old SIM in your phone?

If you didn’t, you need to private message a CS_Agent to restart the porting process for you at:

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

If you picked a new number then reboot your phone by powering off then back on.

Re: Calls are not going through

Temitope — Thu, 05 Oct 2023 15:36:54 GMT

I didn't port the number, I removed the old sim card and used this one afresh

Re: Calls are not going through

Yummy — Thu, 05 Oct 2023 15:36:56 GMT

More details of your action is needed?
Unsuccessful number transfer can be one cause of not being able to use PM service.

Re: Calls are not going through

Phil_Adelphus — Thu, 05 Oct 2023 15:38:49 GMT

Did you change the sim number in your account to the new one? What was the problem with the old one?

Re: Calls are not going through

hTideGnow — Thu, 05 Oct 2023 15:39:29 GMT

@Temitope wrote:
I didn't port the number, I removed the old sim card and used this one afresh

HI @Temitope sound like you didn't update your sim card to your My Account's profile

Login My Account, Profile. Check if the sim card number showing the same as the new sim card. I think it is not, i think it is still showing the old one. Then just click the pencil icon and update it with the new number

Once updated, wait 2 mins and reboot the phone

Re: Calls are not going through

Temitope — Thu, 05 Oct 2023 16:05:42 GMT

I just got to Canada so I couldn't use my old sim since it wasn't working here

Re: Calls are not going through

hTideGnow — Thu, 05 Oct 2023 16:11:36 GMT

@Temitope wrote:
I just got to Canada so I couldn't use my old sim since it wasn't working here

HI @Temitope

i have a feeling you have not even pay and activate the account, have you?

other than buying the sim, what have you done?

Re: Calls are not going through

hTideGnow — Thu, 05 Oct 2023 16:15:42 GMT

HI @Temitope

if you have activate your plan, can you confirm what plan you got?

if you have not activated your plan, make sure you have a Canadian or US issued credit card ready for activation. If you don't have one, go to a store and buy a prepaid credit card

Then download Public Mobile app on your phone, setup an account, use the credit card or prepaid credit card to subscribe/activate a plan

Re: Calls are not going through

Temitope — Thu, 05 Oct 2023 16:16:01 GMT

Of course I have, I paid a fee of $28.25, tax inclusive, I downloaded the app, created an account, got a phone number. I have been able to send text and get text but other from that nothing else

Re: Calls are not going through

hTideGnow — Thu, 05 Oct 2023 16:19:17 GMT

HI @Temitope

what phone do you have? make and model?

and did you try Reset All Networks as I suggested earlier?

Re: Calls are not going through

Halvor — Thu, 05 Oct 2023 16:31:35 GMT

I’d recommend checking your settings. Settings>Messages>Send and Receive. Make sure your phone number is in their to receive calls.

Re: Calls are not going through

Phil_Adelphus — Thu, 05 Oct 2023 16:41:44 GMT

"I just got to Canada so I couldn't use my old sim since it wasn't working here"

So the old sim is from a carrier in another country? Is the phone a Canadian model?

Re: Calls are not going through

Temitope — Fri, 06 Oct 2023 20:57:58 GMT

Yes I tried the reset all network and I use an android

Re: Calls are not going through

Temitope — Fri, 06 Oct 2023 21:00:53 GMT

I got the phone from my home country and I got it separately from the old sim same way I got this sim separately

Re: Calls are not going through

Temitope — Fri, 06 Oct 2023 21:01:37 GMT

Same way calls are not coming in, I also can't make calls

Re: Calls are not going through

Phil_Adelphus — Fri, 06 Oct 2023 22:18:48 GMT

@Temitope "I got the phone from my home country and I got it separately from the old sim same way I got this sim separately" . Have you used this phone in Canada before so that you know it is compatible with the bands used here?

Re: Calls are not going through

Temitope — Fri, 06 Oct 2023 22:27:06 GMT

I just got here, I have not. If it's not compatible, I won't be allowed to send text or use the data