topic Support in Get Support

accessing account

robin16 — Wed, 03 Sep 2025 20:57:42 GMT

My public mobile is connected, cannot receive incoming calls.

My husbands phone does not even show the new sim card.

please help me

Re: accessing account

hTideGnow — Wed, 03 Sep 2025 20:59:43 GMT

hi @robin16 both are new activationa? ask PM support agent to help , to refresh the account and check the activation

you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

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

Re: accessing account

BKNS27 — Wed, 03 Sep 2025 21:13:49 GMT

@robin16

What is the make and model of your phone? Since the decommissioning of the 850 MHz 3G frequency. You will need to enable VoLTE to make and receive calls.

Here is more by information about VoLTE:

https://www.publicmobile.ca/en/on/get-help/articles/volte?_gl=1*6e27j5*_gcl_au*NDkyMTQ5NzkzLjE3MzU3Njg4MTM.*_ga*MTY4MTIzODM3Ni4xNzEwMDYxMTcy*_ga_5Q4XYYJ879*MTczNzczNDc2NS4zOC4xLjE3Mzc3MzUwMjQuNDcuMC4w

Enter the IMEI of your phone at the bottom of the link to see if it is compatible.

Does your husband’s phone working? If it does then I wouldn’t worry about it. If it doesn’t work then contact a CS_Agent by typing in Submit a Ticket then Contact for an agent to help him.

Re: accessing account

computergeek541 — Thu, 04 Sep 2025 03:48:15 GMT

@BKNS27 wrote:
What is the make and model of your phone? Since the decommissioning of the 850 MHz 3G frequency. You will need to enable VoLTE to make and receive calls.

The above isn't correct. 1900MHz is still being used on 3g which is fully capable of carrying voice calls.

Support

robin16 — Thu, 04 Sep 2025 23:34:26 GMT

Where do I write a ticket

Re: Support

slusagm — Thu, 04 Sep 2025 23:43:25 GMT

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: accessing account

robin16 — Fri, 05 Sep 2025 01:25:35 GMT

Fixed husbands phone, wrote ticket for activation issue