topic Re: Cannot submit ticket in Get Support

Cannot submit ticket

blackfox — Mon, 19 Jan 2026 14:48:17 GMT

Ok, so I have had a PU account since 2019. On Friday I ported over my phone number from Freedom Mobile to PU.

The phone number for voice was ported over and works fine.

But on the PU side, the text number is still the previous PU number - and so I cannot send or recieve texts.

As the Freedom Mobile was an e-sim, and Freedom mobile has closed the account because of the transfer. I cannot send or receive texts on either of the two numbers that I had last week.

I've spent over an hour trying to submit a ticket with no success.

Re: Cannot submit ticket

hairbag1 — Sun, 18 Jan 2026 23:37:41 GMT

@blackfox

why not try a network reset to see if that fixes things. Let us know either way.

Re: Cannot submit ticket

hTideGnow — Sun, 18 Jan 2026 23:37:57 GMT

hi @blackfox

PU is Public Mobile? Usually we call it PM here

so, can you confirm if you can receive calls on the PM sim?

and make sure you disable the Freedom eSIM on the phone, then Reboot the phone and click Reset network settings

if you still have trouble, you can still submit ticket, just submit by message PM support here:
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: Cannot submit ticket

blackfox — Sun, 18 Jan 2026 23:41:38 GMT

what is a network reset

Re: Cannot submit ticket

hTideGnow — Sun, 18 Jan 2026 23:44:16 GMT

hi @blackfox

To reset network settings on your iPhone, go to Settings, then click General and then Transfer or Reset iPhone , then Reset and finally Reset Network Settings,

To reset network settings on Android, go to Settings and click System and then Reset options and finally Reset network settings

Re: Cannot submit ticket

hairbag1 — Sun, 18 Jan 2026 23:44:45 GMT

@blackfox

In your settings, you’ll find network reset. Be aware that after the network reset, you’ll have to remember all your saved passwords.

Re: Cannot submit ticket

blackfox — Sun, 18 Jan 2026 23:45:29 GMT

did everything.

old PM number showing up under RCS chats

Re: Cannot submit ticket

blackfox — Sun, 18 Jan 2026 23:46:10 GMT

didn't work. old PM number still showing up under RCS chats

Re: Cannot submit ticket

blackfox — Sun, 18 Jan 2026 23:46:54 GMT

found how to do a network reset

didn't work. old PM number still showing up under RCS chats

Re: Cannot submit ticket

computergeek541 — Sun, 18 Jan 2026 23:59:25 GMT

Re: Cannot submit ticket

hTideGnow — Mon, 19 Jan 2026 00:03:15 GMT

hi @blackfox

are you using an Android phone? Just uninstall Google Message and reboot phone and reinstall it and it will resolve the phone number issue with RCS

Re: Cannot submit ticket

blackfox — Mon, 19 Jan 2026 00:08:09 GMT

i've submitted a ticket. how do i update it to provide more info.

just moved sim to another phone and same issues. cannot text from voice number. rcs chats shows old non existant PM number.

Re: Cannot submit ticket

hTideGnow — Mon, 19 Jan 2026 00:10:23 GMT

hi @blackfox

did you try uninstall and reinstall Google Message?

Re: Cannot submit ticket

blackfox — Mon, 19 Jan 2026 00:11:36 GMT

I'm using a different phone - do I need to uninstall google message on every phone I try?

just moved sim to another phone and same issues. cannot text from voice number. rcs chats shows old non existant PM number.

Re: Cannot submit ticket

hTideGnow — Mon, 19 Jan 2026 00:12:28 GMT

hi @blackfox

please try on the phone going to use this phone number. Uninstall and reinstall will force Google to re-register your RCS.

Re: Cannot submit ticket

blackfox — Mon, 19 Jan 2026 00:17:29 GMT

Hi,

My phone is an HONOR phone and google messaging is not installed. I'm using the app provided by the manufacturer