topic Re: New account in Get Support

New account

HeatherMacaulay — Sun, 26 Jul 2026 18:25:07 GMT

Nothing works on my new account can’t send texts or phone calls

Re: New account

hTideGnow — Sun, 26 Jul 2026 18:29:34 GMT

hi @HeatherMacaulay

are you activating eSIM or physical sim?

First, remove the old carrier sim card (or disable the old carrier esim),

Then put the PM sim card in the phone, or if eSIM, you should be good

Next, go to Sim Manager or Settings->Cellular and check if PM sim is showing therethere. Make sure the Public Mobile sim is enabled , or Turn on this line option is toggled on. Also, change the label to Primary

Reboot your phone and Reset network settings and test and confirm if all work or let us know of if any the following does not work: inbound and outbound calls, inbound and outbound text, mobile data.

if the sim not connecting, ask PM support to help. 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

Re: New account

Chalupa_Batman — Sun, 26 Jul 2026 18:35:04 GMT

@HeatherMacaulay wrote:
Nothing works on my new account can’t send texts or phone calls

Hi @HeatherMacaulay

Perhaps you could take some time and share some information with the community here. When asking the community for help, adding as much pertinent information can be extremely helpful in helping you.

Did you purchase an eSIM or did you use a physical SIM card? Are you starting a fresh account or are you porting over from another service provider? What phone are you currently using?

Any information you share, can help us help you.

Re: New account

slusagm — Sun, 26 Jul 2026 18:41:48 GMT

Ported in the number? You removed old sim ? You already Reset Network Settings?

If you tried everything, ask PM to re-provision the sim. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:

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

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: New account

HeatherMacaulay — Sun, 26 Jul 2026 19:33:06 GMT

I want to speak to a human being

Re: New account

HeatherMacaulay — Sun, 26 Jul 2026 19:36:03 GMT

Opened account last night.
says it’s all set up but no phone calls or text messages going through

I thought it came with eSIM

on iPhone 15ProMax

Telus says account is closed.

Re: New account

HeatherMacaulay — Sun, 26 Jul 2026 19:37:56 GMT

I’ve done everything and still no phone. Have put in a couple tickets

Re: New account

slusagm — Sun, 26 Jul 2026 19:46:02 GMT

@HeatherMacaulay understand.

We are just customers here. Have you use the link I provided above to login yet?

PM support model is online only, no phone line to call to talk, just via messages

Re: New account

HeatherMacaulay — Sun, 26 Jul 2026 20:10:28 GMT

Yes I have tried everything and have gotten no help. My old Telus account is cancelled Public Mobile is listed on my phone as Cellular provider. Still can’t make calls or send messages.

Re: New account

Chalupa_Batman — Sun, 26 Jul 2026 21:37:46 GMT

@HeatherMacaulay wrote:
Yes I have tried everything and have gotten no help. My old Telus account is cancelled Public Mobile is listed on my phone as Cellular provider. Still can’t make calls or send messages.

Hello @HeatherMacaulay

OK. Let's try some things here that may help. If your Telus account is now closed, the port was successful and maybe your phone/settings need a kick in the pants! So allow me to ask you this.

Have you taken the Telus SIM card out of the phone? If it's an eSIM, have you deleted it?

Are you using an eSIM or physical SIM card?

Not knowing what phone you have, these are suggestion I'd recommend.

1. Go into your Settings and enter Network Reset in the search box and do that and reboot. That will clear some old data that may be clogging the lines sort of speak.

2. You can also try airplane mode. 5 minutes in airplane mode, turn off for 5 minutes, restart phone and turn off airplane mode. This reconnects the PM SIM card/eSIM to Public Mobile.

Let me know if you still need more help.

Re: New account

hTideGnow — Sun, 26 Jul 2026 21:50:43 GMT

hi @HeatherMacaulay

can you confirm the Telus eSIM is disabled and you see PM eSIM enabled on your phone and the label showing Turn on this line enabled?