topic Re: Phone not working in Get Support

Phone not working

SandyRE — Wed, 22 Oct 2025 02:50:37 GMT

I switched from Virgin mobile to Public last night and am not receiving calls and texts aren't working at all. I've sent a private message to CS_agent and haven't heard back. Does anyone know how I can get ahold of someone at Public to get this fixed? Thanks!

Re: Phone not working

TheSterlinger — Wed, 22 Oct 2025 03:06:19 GMT

While you wait for the agent to respond, few things to try.

Did you remove the previous sim card from your phone yet?

You can also reset your phone networks and reboot.

Re: Phone not working

SandyRE — Wed, 22 Oct 2025 03:09:46 GMT

My phone has shown Public as the network since I switched and I have rebooted. This is my first time using an e-sim, so I don't know if I'm supposed to take the old one out. I'll try, thanks!

Re: Phone not working

SandyRE — Wed, 22 Oct 2025 03:18:48 GMT

I've removed the old sim card and restarted, but still no texts.

Re: Phone not working

TheSterlinger — Wed, 22 Oct 2025 03:19:29 GMT

Yes, remove the sim card and restart your phone. SIM card should be enabled and turn on this line, or mark as primary. Check your Sim Manager or Cellaulur Settings.

Should work.

Re: Phone not working

SandyRE — Wed, 22 Oct 2025 03:26:54 GMT

Yeah, the cellular network is Public, and sim is enabled. Still no calls or texts, or response to my message to CS_agent.

Re: Phone not working

CSA_PM — Wed, 22 Oct 2025 11:49:49 GMT

Hello @SandyRE,

Thank you for reaching out! The agent has already replied to your message, please check your inbox for their response. Once you reply there, they’ll continue assisting you with the issue.

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

Re: Phone not working

SandyRE — Wed, 22 Oct 2025 13:16:06 GMT

Hi, the customer service agent sent me a message last night asking for confirmation of my account, which I provided immediately, and they haven't responded since.

Re: Phone not working

SandyRE — Wed, 29 Oct 2025 16:48:30 GMT

I did eventually get a response from a customer service agent who said that my old provider hadn't received my direction to release my phone number to Public. I had initially replied to Virgin's text message allowing the transfer, but because my e-sim had already switched to Public, my text didn't go through. I had to re-insert my sim card, enable Virgin network, call Virgin to have them manually release my number. I think this all could have been avoided if I had been instructed at the beginning to allow 2 sim cards to be active at the same time, and then remove the Virgin sim once the number had transferred. I also wish there had been someone I could call at Public from another number to actually talk to a person to troubleshoot these issues. The online messaging system was very delayed.