topic Re: Can't call anyone in Get Support

Can't call anyone

Ladyhawke — Mon, 23 Jun 2025 11:45:11 GMT

Format my phone and now it's saying I have no Sim. I've been a customer for months. Pls get me connected again

Re: Can't call anyone

Chalupa_Batman — Mon, 23 Jun 2025 12:08:50 GMT

@Ladyhawke wrote:
Format my phone and now it's saying I have no Sim. I've been a customer for months. Pls get me connected again

Hello @Ladyhawke

Do you have a physical SIM card in your phone or did you have an eSIM?

If it was a SIM card, have you tried your SIM card in a different phone to see if it works? And as silly as this sounds, did you insert the SIM card into your phone correctly? Some people accidently place it upside down. Also, have you logged into your account to see if the payment is up to date?

Re: Can't call anyone

BKNS27 — Mon, 23 Jun 2025 13:12:40 GMT

@Ladyhawke

Can you please tell us how you formatted your phone?

Re: Can't call anyone

eddieO — Mon, 23 Jun 2025 13:41:46 GMT

@Ladyhawke going back to what Chalupa_Batman has asked, if you were using an eSIM then reformatting your phone would have erased this and would explain why you are seeing the message "no SIM". You will need to reinstall the Public Mobile app and sign in, then repurchase/order an eSIM and set it up on your device. I'm not sure if the app will actually charge you for the eSIM again, it might give you a credit but if it does not you can reach out to a support agent to explain what happened, they might be able to give you a credit for the eSIM if you were charged for it.

Re: Can't call anyone

Ladyhawke — Mon, 23 Jun 2025 13:46:41 GMT

Do I just go to where it says new acc

Re: Can't call anyone

eddieO — Mon, 23 Jun 2025 13:49:55 GMT

@Ladyhawke, in the Public Mobile app go to the "Account" tab then go the spot that shows "Purchase SIM card". From there you should be able to select eSIM. This is of course assuming that you want an eSIM and were using an eSIM. You do not want to setup a new account otherwise you will need to use a different phone number and you will be bill for the month