topic Re: Problem with new SIM in Get Support

Problem with new SIM

mmidani — Tue, 04 Jan 2022 23:10:28 GMT

I activated my account and the sim card. I can receive sms message but no calls can be received or made.

Re: Problem with new SIM

jp2 — Tue, 12 Jun 2018 21:59:40 GMT

Try using the sim in a different phone to see if it works.

Sounds like an account issue that you will need to contact mods for.

Click here to send them a private message.

Re: Problem with new SIM

MacMe — Tue, 12 Jun 2018 22:10:10 GMT

You can also try selecting "Public Mobile" as your Network Operator in your phone's Cellular settings.

Re: Problem with new SIM

Llyr — Tue, 12 Jun 2018 22:17:50 GMT

I'm having the same problem and have tried many different things but with no luck.

Re: Problem with new SIM

mmidani — Tue, 12 Jun 2018 23:19:40 GMT

The network is public mobile I verified this.

Re: Problem with new SIM

srlawren — Tue, 12 Jun 2018 23:29:10 GMT

@mmidani @Llyr texting can be transmitted over LTE but calling requires the phone to switch down to 3G UMTS during the duration of the call. You should check first of all is your phone capable of both 850MHz and 1900MHz 3G UMTS/W-CDMA frequencies? If not, this is your issue and your phone is not suitable for use with Public Mobile.

If that checks out okay, please check your prefered network settings. You may have it set to "LTE Only" (or similarly phrased), which is preventing it from dropping down to 3G for phone calls.

Re: Problem with new SIM

mmidani — Wed, 13 Jun 2018 00:33:54 GMT

The phone is new and I checked its specs and it is compatible with all these network frequencies. I also did reset the network settings.

In terms of preferred network settings it is giving 3 options: 4G, 3G and 2G. It is automatically selected as 4G. I tried to change manually to 3G and what happened is that it is losing connection with the network (no signal anymore).

Re: Problem with new SIM

srlawren — Wed, 13 Jun 2018 00:39:58 GMT

@mmidani wrote:
The phone is new and I checked its specs and it is compatible with all these network frequencies. I also did reset the network settings.
In terms of preferred network settings it is giving 3 options: 4G, 3G and 2G. It is automatically selected as 4G. I tried to change manually to 3G and what happened is that it is losing connection with the network (no signal anymore).

@mmidani interesting development. This is consistent with your inability to make or receive phone calls, if the phone is for some reason refusing to drop down out of 4G LTE down to 3G UMTS.

What brand and precise model number of phone are you using?

Re: Problem with new SIM

mmidani — Wed, 13 Jun 2018 00:42:55 GMT

Re: Problem with new SIM

mmidani — Wed, 13 Jun 2018 00:50:28 GMT

The phone is a Chinese brand called Vernee X. But before getting the Sim card I entered the IMEI of this phone and it said that the phone works with the Public Mobile network. I will try the Sim card with an iPhone I have and see if this would work. But could there be a way to make this particular phone work with the network. I like the phone as its specs are supposed to allow it to work with the network.

Re: Problem with new SIM

jp2 — Wed, 13 Jun 2018 03:33:57 GMT

When I did a quick google search of the the phone it says your 3G frequencies are 900 and 2100 only. Did you check the frequency for the exact model of phone you have?

Re: Problem with new SIM

will13am — Wed, 13 Jun 2018 03:45:13 GMT

@jp2 wrote:
When I did a quick google search of the the phone it says your 3G frequencies are 900 and 2100 only. Did you check the frequency for the exact model of phone you have?

You nailed it! Frequency check is a good source for looking up phones intended for the Asian market. This phone will connect to B7 LTE which is very limited in coverage. It is pretty useless if a 3G connection is not possible. Making a receiving calls is not possible.

https://www.frequencycheck.com/models/GL7b7/vernee-apollo-x-dual-sim-lte-k558w

Re: Problem with new SIM

srlawren — Wed, 13 Jun 2018 16:38:50 GMT

@mmidani as noted by @jp2 and @will13am, this phone is not very compatible with Public Mobile at all. Unfortunately the IMEI checker on public's website produces a lot of false positives. Community concensus is to use https://www.willmyphonework.net, which is far more accurate. The IMEI checker on public's page is still useful as it will let you know if your phone has been blacklisted (reported lost/stolen and therefore unusable), but it's not accurate for compatibiliy, frustratingly.

Do note that most (not all, but most) phones that are intended for the Asian or European market will have partial or total compatibility issues with most Canadian networks. Rogers/Fido/Chatr are a bit of an exception since they still operate a 2G GSM network, which even overseas phones can usually fall back to for calls and texting.