topic Re: New PM user, no cell service. in Get Support

New PM user, no cell service.

tjfverstappen — Sun, 28 Dec 2025 02:06:46 GMT

I paid and signed up for PM, however I am not able to receive calls or text and can't call or text either.

Internet is working without issues.

Already restarted my phone and responded within 90 minutes to the text I received for transferring my phone number.

Need some extra help to get things running again.

Thanks

Re: New PM user, no cell service.

slusagm — Sun, 28 Dec 2025 02:11:13 GMT

since you cannot get text, too, it shouldn't be a VoLTE issue, but I suggest you to put in the IMEI number in this page to confirm if your phone can use VoLTE here:

https://www.publicmobile.ca/en/get-help/articles/volte

And to try to resolve it yourself, make sure you remove your old provider sim card or disable old carrier eSIM. Make sure PM sim is set as Primary and enabled. then Reboot phone and Reset network settings

but if you still not able to fix it, ask PM to reprovision the sim/account. Use Chatbot to open ticket if you can receive the 2FA via email (since you cannot receive text), or if you cannot get 2FA at all, please send them a message

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

Re: New PM user, no cell service.

tjfverstappen — Sun, 28 Dec 2025 02:21:33 GMT

Already tried all the options and I think it is stuck in between some systems.

Weird is that 5G is working, I have full bars next to 5G, but no calls or texts go through or coming in.

I will contact them and ask for reprovision the account.

Thanks,

Re: New PM user, no cell service.

slusagm — Sun, 28 Dec 2025 02:24:37 GMT

5g is there and that's why data works

Voice can be using 3G if you don't have a phone that works with PM VoLTE network

What phone you have?? Did you check the IMEI checker? What was the result from there?

Re: New PM user, no cell service.

tjfverstappen — Sun, 28 Dec 2025 02:26:34 GMT

Checked IMEI, have a galaxy S23.

It has VoLTE.

Re: New PM user, no cell service.

slusagm — Sun, 28 Dec 2025 02:30:57 GMT

Ok, S23 will work perfectly

For text, make sure you use Google Message and not Samsung Message app, set Google Message as default. If you are using already, clear cache and test

And you made sure PM sim or eSIM is the only one active?

But it is true we saw people have that issue before and need to ask PM to re-provision the sim

Re: New PM user, no cell service.

tjfverstappen — Sun, 28 Dec 2025 02:35:26 GMT

I tried calling me with a different phone. Straight to VM and text from both sides don't come through.

Esim PM is active and setup properly.

I always use Google messages and is default.

Made a ticket at the link you provided and will wait for them to respond.