Calling out

[Wonsa]

I set up mine and my 2 teenagers numbers and my kids try to call me and it tells them my number is unavailable or it rings in their end but not my end I can receive calls on my number and I can call out on my number but they are having issues

[slusagm]

make sure the PM esim is set as Primary and "Turn on this line" is toggled on

and Reset Network Settings and try again

if still cannot make calls, ask PM to help

[Wonsa]

Old SIM cards have been removed … 

[Wonsa]

It’s an eSIM … they can text use the data and receive phone calls …. Calling out doesn’t work at all

[slusagm]

@Wonsa 

if the other phones still have old sim card or old esim, remove the sim or disable the esim.

then reboot and reset network settings and test again

[Chalupa_Batman]

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@Wonsa wrote:

One has an iPhone 15 (same as me) and an iPhone 14 Pro Max… they have powered off their phones multiple times and it’s still doing it

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Hi @Wonsa 

If these iPhones were on different carriers before, try this.

Go to Settings, General, Transfer or Reset, Reset, Reset Network Settings. Then reboot the phones. This will "stick" sort of speak to the Public Mobile network. See if this helps.

[hTideGnow]

hi @Wonsa 

so, they cannot call out, can they receive call?

and if you are using physical sim, test the sim in another phone

if that does not work, or you are using esim (so you cannot swap sim), ask PM support agent to check the activation and refresh the account.  Use the login for your kids to open tickets (so if both have problem, you need to login and create separate tickets)

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, 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            

[Wonsa]

One has an iPhone 15 (same as me) and an iPhone 14 Pro Max… they have powered off their phones multiple times and it’s still doing it

[BKNS27]

@Wonsa 

Try rebooting all the phones by powering off then back on.

Just curious what is the make and model of their phones?

PM recently decommissioned the 3G (850 MHz) frequency that might affect call outs.

[Wonsa]

Yes I can get phones calls and I can call them but they can’t seem to call out is the only issue

[Wonsa]

Yes we used our own emails … my email for mine and they used their own emails for their phones .. I just pay for them lol we got new numbers … it’s been a few weeks now and they can’t call out on their phones 

[hTideGnow]

hi @Wonsa 

so, you used different email addresses to setup the 3 accounts, right?  PM system is one email for one account, if you activate 3 , you need 3 different email addresses

and can anyone call you? are you getting new number or porting? if you port, you need to reply a text from your old carrier on your old sim and that process that time, 1 to 3 hours