topic Connected to network, unable to use service in Get Support

Connected to network, unable to use service

JasonChu — Tue, 27 Jan 2026 18:32:47 GMT

Hello,

I transferred phone plans from Telus a few days ago. I ported my number out from Telus, my account has closed with them and the only sim/eSIM in my phone is the new Public Mobile plan with my old phone number.

I have an iPhone 16 on latest iOS. I am connected to the network (can see Public Mobile in the carrier name, 5 bars, 5G) but data is not working (nothing will load) and texts/calls aren’t working (cannot receive or send any texts. Outbound and inbound calls drop instantly when picking up)

This seems to be a service issue as I am connected to the network and my phone number ported over, but I cannot make any calls, texts, or use data.

Is there a number I can call? I have tried the live chat and left support tickets already.

I appreciate any help with this issue.

Re: Connected to network, unable to use service

hTideGnow — Tue, 27 Jan 2026 18:16:17 GMT

hi @JasonChu

make sure you removed Telus sim card or disabled Telus eSIM

then check if PM sim is enabled and set as Primary. Then Reboot phone and click Reset network settings

Re: Connected to network, unable to use service

JasonChu — Tue, 27 Jan 2026 18:57:11 GMT

Thanks for your reply. The Telus sim was already removed, my PM eSIM is enabled and set as primary.

I am connected to the PM network but data, texts and calls still do not work.

Re: Connected to network, unable to use service

JasonChu — Fri, 30 Jan 2026 18:57:57 GMT

To anyone who finds this:

After submitting multiple tickets with no response from Public Mobile and no usable phone service for multiple days, I was able to fix the problem on my own.

My issues were as described above:

Successfully ported out number from Telus
Connected to Public Mobile network (phone showed Public Mobile as carrier, 5 bars, 5G)
Data was not working. Calls inbound and outbound would be received but upon picking up the call would drop automatically
I was able to send SMS texts

I took a guess and figured it was an issue with the eSIM installation. I went into the Public Mobile app and purchased a new eSIM. I deleted the old eSIM and installed the new one.

My service is now working as expected. I have updated the tickets explaining what I did hoping for compensation, still no response.

EDIT: The day after I made this reply, I received a reply to one of my support tickets. PM CS refunded the cost of the eSIM.

good luck