topic Phone help in Get Support

Phone help

robin16 — Fri, 19 Sep 2025 20:28:37 GMT

I have a Samsung, Galaxy A53 5G

Since I switched to public mobile,

I can't access my public mobile account

People can't call me unless I'm in their contacts

Could this be my phone causing the problem

Re: Phone help

hairbag1 — Fri, 19 Sep 2025 20:35:54 GMT

@robin16

have you tried restarting your cell ?

Also, you could try a network reset.

Re: Phone help

Sansan — Fri, 19 Sep 2025 20:38:03 GMT

@robin16 this is an older phone that's not supported by PM so it could be part of why you are experiencing issues.

When you switched over, dis you remove your previous SIM card?

But were you ever able to sign-on to your My Account? When you connacted agents, what did they say?

Ask them to refresh your account from their end.

Re: Phone help

BKNS27 — Fri, 19 Sep 2025 20:55:04 GMT

@robin16

That is strange because my old Samsung S8+ works fine on PM for any calls including spam calls.

It must be a setting on your A53 5G phone.
Contact a CS_Agent to investigate your issue and your login issue.

DM them:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Phone help

robin16 — Fri, 19 Sep 2025 20:57:20 GMT

Yes I have done both, I've removed SIM card and reinserted it

Re: Phone help

robin16 — Fri, 19 Sep 2025 20:59:54 GMT

Yes I will, my husband has a 10 s and is working no problem

Re: Phone help

robin16 — Fri, 19 Sep 2025 21:29:46 GMT

Ok, yes I removed old sim,no haven't been able

The app keeps trying to use old number

Re: Phone help

Sansan — Fri, 19 Sep 2025 21:42:13 GMT

Your old phone number or SIM card number?

You need to update the number in your profile. But if you can't sign in, you need to contact agent again and let them know that the number doesn't match so that they can fix it for you or allow you access to the account so that you can update it.

Phone help

robin16 — Sat, 20 Sep 2025 13:10:37 GMT

Thanks for the help

Phone is working OK now