topic My phone has a problem. I can't receive or make calls. in Get Support

My phone has a problem. I can't receive or make calls.

Ceciliaping — Fri, 07 Feb 2025 18:00:48 GMT

Re: My phone has a problem. I can't receive or make calls.

hTideGnow — Fri, 07 Feb 2025 18:04:31 GMT

hi @Ceciliaping

give us more info. You are new customer or old? What phone you have?

does Mobile data work and text works or not?

start with try Reboot then Reset Network Settings. Try sim card in another phone

and check any active outage in your area
https://www.telus.com/en/ab/outages

Re: My phone has a problem. I can't receive or make calls.

Ceciliaping — Fri, 07 Feb 2025 18:15:18 GMT

Thank you for your reply. I am an old customer. My phone is Huawei. Mobile data and text works. Just the phone does not work. I did restart my phone, still does not work. No active outage in my area.

Re: My phone has a problem. I can't receive or make calls.

hTideGnow — Fri, 07 Feb 2025 18:20:30 GMT

HI @Ceciliaping

try the sim in another phone first

also you can try your network mode in both 3G and 4G and see if the phone can connect at all in those mode

Last, ask PM support agent to check and refresh the account on the network. Submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: My phone has a problem. I can't receive or make calls.

Ceciliaping — Fri, 07 Feb 2025 18:56:50 GMT

I tried the SIM card in another phone, and it worked. Does that mean my phone has a problem?

Re: My phone has a problem. I can't receive or make calls.

hTideGnow — Fri, 07 Feb 2025 18:59:46 GMT

HI @Ceciliaping so, the account was good and it was a device problem

but put the sim back to the original phone and it could work now. If not, try Reset Network settings

or if still does not work, try another sim card on your phone and test.

Re: My phone has a problem. I can't receive or make calls.

Ceciliaping — Fri, 07 Feb 2025 19:26:30 GMT

I put the SIM card back into the original phone, but it still doesn’t work. I also tried resetting the network settings, but that didn’t help. I tested another SIM card in my phone, and it still didn’t work.

Re: My phone has a problem. I can't receive or make calls.

hTideGnow — Fri, 07 Feb 2025 19:33:56 GMT

hi @Ceciliaping

if your sim works on another phone, if neither Pm sim nor other sim works on yours, then it is clear it is a device problem.

you will have to either bring it to a local shop for repair or time for a new phone.

Re: My phone has a problem. I can't receive or make calls.

slusagm — Fri, 07 Feb 2025 19:39:06 GMT

check the Device Check site , maybe it was blacklisted:

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

Re: My phone has a problem. I can't receive or make calls.

Ceciliaping — Mon, 10 Feb 2025 19:45:37 GMT

Thank you so much for your help! My phone is working now, so I don’t need to buy a new one. Here’s what I did in case anyone else has the same problem:

Go to Settings → Mobile Network → Carrier, and turn off Automatic Selection.

Re: My phone has a problem. I can't receive or make calls.

computergeek541 — Mon, 10 Feb 2025 19:47:20 GMT