topic Re: Unable to make call in Get Support

Unable to make call

Marg61 — Tue, 03 Feb 2026 21:15:17 GMT

Hi everyone, I switched to PM few days back. Since then I can make calls occasionally, sometimes unable to send sms. Any ideas how to fix it? Thank you

Re: Unable to make call

hTideGnow — Tue, 03 Feb 2026 21:52:13 GMT

hi @Marg61

make sure you removed the old carrier sim card and disable old carrier esim

then go back and check if PM sim is enabled, the label should be set as Primary

Last, Reboot phone and click Reset network settings and try calling again. Make sure you test inbound calls as well and confirm if PM sim can receive calls

Re: Unable to make call

Marg61 — Wed, 04 Feb 2026 04:54:51 GMT

Thank you hTideGnow, both are eSIM . Restarted the phone several times. To some people I can send sms and make calls. Can’t figure out what is common. Also PM name doesn’t appear as provider on the phone but does in the settings as primary mobile data provider

I would appreciate your help, thank you

Re: Unable to make call

softech — Wed, 04 Feb 2026 13:13:25 GMT

@Marg61

did you disable the eSIM of the old provider? make sure only PM eSIM is enabled

And what phone do you have? Confirm if the phone's VoLTE is compatible with PM here:
https://www.publicmobile.ca/en/get-help/articles/volte

if your phone is compatible but still not getting reliable voice services, please reach out to PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
(if unable to receive 2FA via SMS, click "Didn't Receive code" or "Resend Code",
then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Unable to make call

CSA_PM — Wed, 04 Feb 2026 15:24:03 GMT

Hi @Marg61

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Unable to make call

Marg61 — Wed, 04 Feb 2026 18:35:03 GMT

Thank you for your message

It seems complicated to me so I will wait for my son to follow the steps

have a nice day and thank you for your help

Re: Unable to make call

CSA_PM — Wed, 04 Feb 2026 20:39:57 GMT

My pleasure to help you.

I am here just message back once your son is close.

Regards,

Denise CS_Agent

Re: Unable to make call

Marg61 — Wed, 04 Feb 2026 22:51:42 GMT

Thank you , my son has gone to bed as he works night shift. Are you willing to try to guide me, I will do my best. Apologies for the delay