topic Re: Subscription active, but no data or calling in Get Support

Subscription active, but no data or calling

Sammyb7000 — Mon, 21 Apr 2025 18:46:52 GMT

Ive activated my Sim and am getting the message insufficient balance while I got the email confirmation ive re activated my account.

Re: Subscription active, but no data or calling

Chalupa_Batman — Mon, 21 Apr 2025 18:47:44 GMT

@Sammyb7000 wrote:
Ive activated my Sim and am getting the message insufficient balance while I got the email confirmation ive re activated my account.

Hello @Sammyb7000

Have you tried rebooting the phone?

Re: Subscription active, but no data or calling

Sammyb7000 — Mon, 21 Apr 2025 18:55:01 GMT

Yes. I dont see the icons at the top near the signal strength, and when I call, im getting the message insufficient balance.

Re: Subscription active, but no data or calling

Chalupa_Batman — Mon, 21 Apr 2025 18:58:26 GMT

@Sammyb7000 wrote:
Yes. I dont see the icons at the top near the signal strength, and when I call, im getting the message insufficient balance.

Can you try your SIM card in a different phone? If that option isn't available, perhaps you can find out from Public Mobile what's happening.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Subscription active, but no data or calling

hairbag1 — Mon, 21 Apr 2025 19:10:37 GMT

@Sammyb7000

I don't think "insufficient balance" is a message you'd get from Public Mobile. Is that message from your old cell provider or Public Mobile ? Could be the port process didn't complete successfully.

Re: Subscription active, but no data or calling

Sammyb7000 — Mon, 21 Apr 2025 19:21:14 GMT

Im using an e Sim. My phone has also recognized the esim and my old Sim remains in my phone. Does your advice remind the same?

Re: Subscription active, but no data or calling

Chalupa_Batman — Mon, 21 Apr 2025 19:28:31 GMT

@Sammyb7000 wrote:
Im using an e Sim. My phone has also recognized the esim and my old Sim remains in my phone. Does your advice remind the same?

OK. Go into your settings and find your eSIM and set it as your primary number and then reboot.

Re: Subscription active, but no data or calling

Phil_Adelphus — Mon, 21 Apr 2025 19:43:08 GMT

@Sammyb7000 You said you have re-activated your account, was it in suspension for some reason? You also said you have an old sim still in the phone, is that an old Public Mobile sim or from another carrier?

Re: Subscription active, but no data or calling

Sammyb7000 — Mon, 21 Apr 2025 19:52:40 GMT

Re activated as in had an account previously and I believe canceled because my old phone did not work w e Sim. My physical Sim card is NOT public mobile.

Re: Subscription active, but no data or calling

Phil_Adelphus — Mon, 21 Apr 2025 20:01:17 GMT

@Sammyb7000 I'm not sure how you re-activated an account that was cancelled, you should not have been able to log in to it if it was closed. Was id "closed" within the past couple of months or so so not 90 days or more since the last payment expired? Is the old sim from another carrier actually active, do you intend to run two phone numbers on the same phone or is the old carrier number being ported to your PM account? If the old carrier sim no longer works either way you could take it out and restart the phone.

Re: Subscription active, but no data or calling

Sammyb7000 — Mon, 21 Apr 2025 20:15:05 GMT

Ive resolved the issue, thanks!