topic Re: Cannot receive incoming calls or messages in Get Support

Cannot receive incoming calls or messages

SLB360 — Tue, 22 Jul 2025 02:40:32 GMT

I signed up with Public Mobile yesterday morning. After activating the eSIM, I'm still unable to receive any incoming calls or text messages. This is preventing me from completing the "confirm your identity" portion of the activation as I can't receive the code. Has anyone else had this issue. The CS rep told me to go out and purchase a physical simcard, but I have the same results.

My current phone is the Samsung Galaxy S24 ultra.

Re: Cannot receive incoming calls or messages

hTideGnow — Mon, 21 Jul 2025 18:07:15 GMT

hi @SLB360

Did you get a text from the old carrier, did you reply Yes within 90 mins?

and can you receive inbound phone calls, especially from Non-Telus/Koodo/PM phone? If you cannot the port was not done

It could be an incomplete port. PM porting support team can help. I have sent you the porting support team number. Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call

Re: Cannot receive incoming calls or messages

slusagm — Mon, 21 Jul 2025 18:07:17 GMT

Look like the port was not done. There is a porting assistance team you can call and ask for update. I can't post the number here, but I will message the number to your community inbox. Please check and call them

Re: Cannot receive incoming calls or messages

SLB360 — Mon, 21 Jul 2025 18:16:42 GMT

Hi hTideGnow,

No, it was a brand new number from Public Mobile. I wanted to test out PM's phone reception for a few day before porting my number over from Freedom Mobile to PM.

Re: Cannot receive incoming calls or messages

SLB360 — Mon, 21 Jul 2025 18:17:04 GMT

Thank you!

Re: Cannot receive incoming calls or messages

hTideGnow — Mon, 21 Jul 2025 18:18:38 GMT

hi @SLB360

if it is a brand new number, try Reboot the phone and Reset Network Settings and test again

if same, ask PM support agent for help,

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: Cannot receive incoming calls or messages

slusagm — Mon, 21 Jul 2025 18:20:08 GMT

@SLB360

you sure you can make outgoing calls and just incoming calls and text an issue?

what model of phone is that?

did you try Reset Network settings? did you try your sim card on another phone?

and make sure you removed the old carrier sim card or disable the old provider esim, if you have both PM and the old one there, it could be an issue

Last, you might want to ask PM to check. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Cannot receive incoming calls or messages

SLB360 — Mon, 21 Jul 2025 18:36:58 GMT

I can make outgoing calls, and my data works. I cannot receive or send messages and I cannot receive any calls. I reset the network settings, removed any old providers, ect.

I've been working with a PM CS rep, since yesterday morning and no luck. Phone model is Samsung Galaxy s24 ultra.

Re: Cannot receive incoming calls or messages

hTideGnow — Mon, 21 Jul 2025 18:39:27 GMT

hi @SLB360

did you test the sim with another phone? S24U for sure will work on PM without issue, now it is just a matter if the account is the problem

But if you already working with PM support, honest, there is nothing much we, customers, can help at this point. Plesae continue working with CS agent, they are great and helpful

Re: Cannot receive incoming calls or messages

SLB360 — Mon, 21 Jul 2025 18:44:49 GMT

I tested with multiple phones and the same issue happens.

Re: Cannot receive incoming calls or messages

SLB360 — Mon, 21 Jul 2025 20:27:39 GMT

No luck. I called the number. No help. They only deal with clients who are having trouble porting from another company to Koodo/PM...

Also, the PM customer service rep that I'm working with said that he issued a ticket and they'll get back to me in the next 24/48 hours. I'm not angry at anyone, but this is pretty frustrating. They should just let me start the whole process from scratch with a new number. There's obviously an issue porting this number over.

Re: Cannot receive incoming calls or messages

cellphoneuser1 — Tue, 22 Jul 2025 02:14:19 GMT

@SLB360 wrote:
No luck. I called the number. No help. They only deal with clients who are having trouble porting from another company to Koodo/PM...
Also, the PM customer service rep that I'm working with said that he issued a ticket and they'll get back to me in the next 24/48 hours. I'm not angry at anyone, but this is pretty frustrating. They should just let me start the whole process from scratch with a new number. There's obviously an issue porting this number over.

If you want to try again, you can call again. They will help with porting to Public but some will say no. Some of them will help.