topic Re: Not getting calls or texts in Get Support

Not getting calls or texts

Momof6girls — Sat, 08 Feb 2025 20:21:36 GMT

I am trying to set up my account and I’m not getting any texts so I can’t even enter the verification number because I’m not getting the text.

Re: Not getting calls or texts

computergeek541 — Sat, 08 Feb 2025 20:23:18 GMT

@Momof6girls wrote:
I am trying to set up my account and I’m not getting any texts so I can’t even enter the verification number because I’m not getting the text.

Some of the time, a device restart is need before service starts working, but I'm going to assume that was already tried. Are outgoing calls and outgoing text messages working?

Re: Not getting calls or texts

Momof6girls — Sat, 08 Feb 2025 20:26:53 GMT

I restarted my phone and I’m not getting calls or messages. My phone number isn’t even verified yet but I can’t get the OTC bc I’m not getting texts!

Re: Not getting calls or texts

hTideGnow — Sat, 08 Feb 2025 20:27:53 GMT

hi @Momof6girls are you porting your number into PM? and are you getting incoming calls?

if port is not done, the verification code would be sending to your old carrier's sim card. Check there

Re: Not getting calls or texts

Momof6girls — Sat, 08 Feb 2025 20:29:54 GMT

What does port mean? I have a public mobile sim card

Re: Not getting calls or texts

BKNS27 — Sat, 08 Feb 2025 20:36:27 GMT

@Momof6girls

Porting is transferring your number from your carrier to another carrier.

If you currently have a telephone number with another carrier and wait to move it to PM. You can port it over to PM or if you don’t want to port over or you don’t have a number…just pick a new number that is offered when activating the SIM.

Re: Not getting calls or texts

Momof6girls — Sat, 08 Feb 2025 20:43:24 GMT

I thought it switched over/ported as soon as I got the SIM from PM

Re: Not getting calls or texts

BKNS27 — Sat, 08 Feb 2025 20:47:40 GMT

@Momof6girls

Nope, you need to download the PM app and activate the SIM. You can skip bullet #2.

Here is a more detailed information on how to activate the SIM & create an account.

The steps must be followed in exact order if you are porting your number over to PM:

Make sure your old SIM is active so DON’T CANCEL serviced with them.
Purchase a PM SIM from Amazon ($5) or Canadian Cell Supplies ($4) or pick one up from Telus/Koodo/Mobile Klinik store ($10.00) or eSIM from Public (ONLY if your phone is eSIM compatible so check).
Download the PM app on your phone to activate the SIM. There is an option to pick a new number or
Porting your old number = Use the old account number and not the IMEI to avoid issues. Complete to step 6. Note that your previous service is Koodo prepaid…you will need to pick a temporary number and contact the CS_Agent to complete the porting of your old number.
Keep the old SIM in your phone and wait for the text from old carrier and confirm with YES you are porting over to PM within 90 minute window once you get the text.
Keep the old SIM in your phone until porting process is completed because the old SIM will continue to work for about 2 hours.
Power off the phone once porting is completed then switch to PM SIM and power on your phone.

How far did you get when activating the SIM?

Re: Not getting calls or texts

gecko098 — Sat, 08 Feb 2025 20:48:30 GMT

This^^^ pick a new number temporarily while you figure out the port situation. Send a message to cs_agent on the community messages tab to figure things out

Re: Not getting calls or texts

gecko098 — Sat, 08 Feb 2025 20:50:05 GMT

Port means you want to save your phone number from the old provider, and use it for the new one. This way you don't lose your contacts and your phone number doesn't change. So you "port" and send the number from your old carrier to your new carrier. It only works if your old phone plan is still active, otherwise it get s bit more tricky. Reach out to PM by sending a message to cs_agent

https://productioncommunity.publicmobile.ca/t5/Get-Support/How-and-where-do-I-send-a-message-to-CS-Agent/td-p/1070724

Re: Not getting calls or texts

Momof6girls — Sat, 08 Feb 2025 21:20:21 GMT

I think I didn’t overlap when starting the new sim. I don’t know how to fix that though. Start over completely or go to my previous carrier to change things? Not that they will appreciate that.

Re: Not getting calls or texts

BKNS27 — Sat, 08 Feb 2025 21:37:03 GMT

@Momof6girls

Just have a CS_Agent look into it for you so pm them. If you old SIM still works then porting wasn’t completed.

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

Re: Not getting calls or texts

Momof6girls — Sat, 08 Feb 2025 21:39:40 GMT

What if old sim is in garbage 🫣

Re: Not getting calls or texts

BKNS27 — Sat, 08 Feb 2025 21:50:36 GMT

@Momof6girls

Call your old carrier and check if they sent a text to your phone confirming you are porting over to PM (with the old SIM in the phone).

If they said yes then porting is in process.

But if they said no then you need to look for the old SIM. If your old carrier is Telus or Koodo then you are in luck and PM could help you but if it isn’t the 2 carrier. You need to purchase new SIM and have them activate for your old account then follow the activation steps.