topic Re: Cellular service doesn't work! in Get Support

Cellular service doesn't work!

cmoore — Thu, 11 Sep 2025 19:47:54 GMT

I transferred my phone number from another provider to my existing phone almost a month ago. I can receive phone calls, but I can't make one from any location I've tried. It just tells me the service is unavailable and advises me to use Wi-Fi instead. How do I make a cellular call?

Re: Cellular service doesn't work!

hTideGnow — Thu, 11 Sep 2025 19:52:19 GMT

hi @cmoore

did you remove your old carrier sim card? or disable the old carrier eSIM?

what phone do you have?

try Reboot phone and reset network settings

if same, then 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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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: Cellular service doesn't work!

cmoore — Thu, 11 Sep 2025 19:57:28 GMT

Thanks for responding. I didn't remove my old card, just using PM's eSIM. I have an iPhone. I reboot a few times a week, and I'm afraid I don't know what you mean about resetting network settings.

Re: Cellular service doesn't work!

hTideGnow — Thu, 11 Sep 2025 19:58:58 GMT

@cmoore wrote:
Thanks for responding. I didn't remove my old card,

so, you removed your old sim card yet

this is what to do to reset network settings
go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings

Re: Cellular service doesn't work!

cmoore — Thu, 11 Sep 2025 20:04:09 GMT

Sorry, I goofed in marking it solved. I have not removed my old SIM card. Do I absolutely need to do that in order to make phone calls using the new eSIM?

Re: Cellular service doesn't work!

cmoore — Fri, 12 Sep 2025 12:40:39 GMT

Removing the SIM card made it work. Thanks.