topic Re: Unable to access service. in Get Support

Unable to access service.

Bobsphone1959 — Mon, 11 May 2026 01:13:26 GMT

I am not able to access cellular service. I have done all the troubleshooting recommended. I am also having trouble signing into my account.
my phone number is ###-###-####. I have had this account for awhile and just started to have trouble with it now.
My husband is not having issues with his so I am wondering if something has gone wrong with my e-sim.

Re: Unable to access service.

softech — Mon, 11 May 2026 00:44:53 GMT

@Bobsphone1959

Since you are using eSIM, I suggest you to get another eSIM for free and try it out

To rebuy new eSIM for FREE, first, download the app on your new phone and login. If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM.

Once it confirms your phone is eSIM compatible, click Pay $ and Install (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
(in rare case that PM charges you for the replacement esim, you can submit a ticket with PM support and ask them for reimbursement)

If you still have connection problems with the new eSIM, ask PM CS agent to reproduce on the system. Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Ticket", click "Contact Us" then choose a topic, click "Login", finally click "Click here to submit a ticket ↗"
(if unable to receive 2FA via SMS when login, 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 access service.

BKNS27 — Mon, 11 May 2026 01:03:36 GMT

@Bobsphone1959

Since your husband doesn’t have issues on his phone if he is also with PM. If there was an outage then both of your phones wouldn’t work. I am thinking it could be your phone.
If you are referring to making and receiving calls as cellular service. You might want to check to see if your phone is VoLTE compatible.

Here is more information on VoLTE:

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

Enter the IMEI of your phone to see if it compatible.

Re: Unable to access service.

Tigercat — Mon, 11 May 2026 01:16:42 GMT

I had been using cellular service on this phone until this morning. Everything has been working fine until just today and nothing about the phone has changed.

Re: Unable to access service.

Tigercat — Mon, 11 May 2026 01:17:51 GMT

had been using cellular service on this phone until this morning. Everything has been working fine until just today and nothing about the phone has changed.

as it isn’t a new phone would you still recommend a new e-sim?

Re: Unable to access service.

softech — Mon, 11 May 2026 01:20:14 GMT

Yes @Tigercat start with getting a new eSIM first

Re: Unable to access service.

Tigercat — Mon, 11 May 2026 01:36:50 GMT

I can’t get a new E-sim. It says I need a code which they send to my phone number and I am not getting the code as I am not getting messages. Not sure how else I can work around this.

Re: Unable to access service.

hTideGnow — Mon, 11 May 2026 01:54:03 GMT

hi @Tigercat

are you @Bobsphone1959 ?

for the code, If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or " Send Voice Message". With the Voice Message option, call yourself from another phone and click * when you hear the greetings and then enter voicemail PIN

if the email or voice message options not there, ask PM support agent for further assistance. You can submit ticket by direct message:
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