topic Re: Calling out in Get Support

Calling out

Wonsa — Mon, 23 Jun 2025 22:15:00 GMT

I set up mine and my 2 teenagers numbers and my kids try to call me and it tells them my number is unavailable or it rings in their end but not my end I can receive calls on my number and I can call out on my number but they are having issues

Re: Calling out

hTideGnow — Mon, 23 Jun 2025 22:11:58 GMT

hi @Wonsa

so, you used different email addresses to setup the 3 accounts, right? PM system is one email for one account, if you activate 3 , you need 3 different email addresses

and can anyone call you? are you getting new number or porting? if you port, you need to reply a text from your old carrier on your old sim and that process that time, 1 to 3 hours

Re: Calling out

Wonsa — Mon, 23 Jun 2025 22:14:00 GMT

Yes we used our own emails … my email for mine and they used their own emails for their phones .. I just pay for them lol we got new numbers … it’s been a few weeks now and they can’t call out on their phones

Re: Calling out

Wonsa — Mon, 23 Jun 2025 22:15:14 GMT

Yes I can get phones calls and I can call them but they can’t seem to call out is the only issue

Re: Calling out

BKNS27 — Mon, 23 Jun 2025 22:18:45 GMT

@Wonsa

Try rebooting all the phones by powering off then back on.

Just curious what is the make and model of their phones?

PM recently decommissioned the 3G (850 MHz) frequency that might affect call outs.

Re: Calling out

Wonsa — Mon, 23 Jun 2025 22:20:11 GMT

One has an iPhone 15 (same as me) and an iPhone 14 Pro Max… they have powered off their phones multiple times and it’s still doing it

Re: Calling out

hTideGnow — Mon, 23 Jun 2025 22:22:36 GMT

hi @Wonsa

so, they cannot call out, can they receive call?

and if you are using physical sim, test the sim in another phone

if that does not work, or you are using esim (so you cannot swap sim), ask PM support agent to check the activation and refresh the account. Use the login for your kids to open tickets (so if both have problem, you need to login and create separate tickets)

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: Calling out

Chalupa_Batman — Mon, 23 Jun 2025 22:23:04 GMT

@Wonsa wrote:
One has an iPhone 15 (same as me) and an iPhone 14 Pro Max… they have powered off their phones multiple times and it’s still doing it

Hi @Wonsa

If these iPhones were on different carriers before, try this.

Go to Settings, General, Transfer or Reset, Reset, Reset Network Settings. Then reboot the phones. This will "stick" sort of speak to the Public Mobile network. See if this helps.

Re: Calling out

slusagm — Mon, 23 Jun 2025 22:24:38 GMT

@Wonsa

if the other phones still have old sim card or old esim, remove the sim or disable the esim.

then reboot and reset network settings and test again

Re: Calling out

Wonsa — Mon, 23 Jun 2025 22:24:39 GMT

It’s an eSIM … they can text use the data and receive phone calls …. Calling out doesn’t work at all

Re: Calling out

Wonsa — Mon, 23 Jun 2025 22:25:17 GMT

Old SIM cards have been removed …

Re: Calling out

slusagm — Mon, 23 Jun 2025 22:26:45 GMT

make sure the PM esim is set as Primary and "Turn on this line" is toggled on

and Reset Network Settings and try again

if still cannot make calls, ask PM to help