topic New sim not working in Get Support

New sim not working

Cindy1971 — Tue, 04 Aug 2026 00:39:46 GMT

I ordered a new sim and put it in a phone my nephew gave me: Samsung 20 ultra. I registered / activated my sim with my public mobile account. But when I try to make a call I get "Not registered on network". Any help?

Re: New sim not working

hTideGnow — Tue, 04 Aug 2026 00:41:23 GMT

hi @Cindy1971

try reboot your phone and reset network settings once more.

if same, ask PM agent to check if the account/sim was properly setup on the system. 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 sim not working

Cindy1971 — Tue, 04 Aug 2026 00:47:55 GMT

Thanks, how do I reset the network settings?

Re: New sim not working

hTideGnow — Tue, 04 Aug 2026 00:50:13 GMT

hi @Cindy1971

iPhone: Settings , General , Transfer or Reset iPhone, Reset, Reset Network Settings.

Android: Settings , System , Reset options , Reset Wi‑Fi, mobile & Bluetooth

Again, if same, message PM support agent using the link above

Re: New sim not working

Chalupa_Batman — Tue, 04 Aug 2026 00:52:10 GMT

@Cindy1971 wrote:
Thanks, how do I reset the network settings?

Hi @Cindy1971

Open Settings on your phone, scroll down to General Management, tap reset. Then selection mobile network settings. Tap on the reset settings button to confirm. You may have to enter the phones PIN to continue.

Just a side note, before you do this, there may be a more simple way of doing it. Turn your phone's airplane mode on for 10 minutes, turn off phone for 5 and then restart the phone and turn off airplane mode. That will reconnect you to the network. That is the easy way. The other way may erase bluetooth items and wifi passwords.

Re: New sim not working

slusagm — Tue, 04 Aug 2026 01:00:54 GMT

HI @Cindy1971

since it is a physical sim, test it using another phone

if it works on neither, it is a sim provisioning issue and you need PM to help. 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 sim not working

BKNS27 — Tue, 04 Aug 2026 02:12:46 GMT

@Cindy1971

I got a feeling that your Samsung S20 Ultra is not VoLTE compatible and not on PM whitelist.

So enter the IMEI of the S20 Ultra to check if it is VoLTE compatible. Here is more information on VoLTE:

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

If it is not VoLTE compatible…you will need to look for a newer phone.