Calls are not going through

[Temitope]

I got a pubic mobile sim September 25 and since then I have not been able to make calls and calls hasn't coming in also, it keeps going to voice mail neither can I use the data. It's getting frustrating, note that I just got this sim and I haven't used it at all 

[Temitope]

I just got here, I have not. If it's not compatible, I won't be allowed to send text or use the data 

[Phil_Adelphus]

@Temitope   "I got the phone from my home country and I got it separately from the old sim same way I got this sim separately" .   Have you used this phone in Canada before so that you know it is compatible with the bands used here?  

[Temitope]

Same way calls are not coming in, I also can't make calls 

[Temitope]

I got the phone from my home country and I got it separately from the old sim same way I got this sim separately 

[Temitope]

Yes I tried the reset all network and I use an android 

[Phil_Adelphus]

"I just got to Canada so I couldn't use my old sim since it wasn't working here"

So the old sim is from a carrier in another country?  Is the phone a Canadian model?

[Halvor]

I’d recommend checking your settings. Settings>Messages>Send and Receive. Make sure your phone number is in their to receive calls. 

[hTideGnow]

HI @Temitope 

what phone do you have? make and model?

and did you try Reset All Networks as I suggested earlier?

[Temitope]

Of course I have, I paid a fee of $28.25, tax inclusive, I downloaded the app, created an account, got a phone number. I have been able to send text and get text but other from that nothing else 

[hTideGnow]

HI @Temitope 

if you have activate your plan, can you confirm what plan you got?

if you have not activated your plan, make sure you have a Canadian or US issued credit card ready for activation.  If you don't have one, go to a store and buy a prepaid credit card

Then download Public Mobile app on your phone, setup an account, use the credit card or prepaid credit card to subscribe/activate a plan

[hTideGnow]

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@Temitope wrote:

I just got to Canada so I couldn't use my old sim since it wasn't working here

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HI @Temitope 

i have a feeling you have not even pay and activate the account, have you?

other than buying the sim, what have you done?

[Temitope]

I just got to Canada so I couldn't use my old sim since it wasn't working here

[hTideGnow]

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@Temitope wrote:

I didn't port the number, I removed the old sim card and used this one afresh 

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HI @Temitope sound like you didn't update your sim card to your My Account's profile

Login My Account, Profile.  Check if the sim card number showing the same as the new sim card.  I think it is not, i think it is still showing the old one. Then just click the pencil icon and update it with the new number

Once updated, wait 2 mins and reboot the phone

[Phil_Adelphus]

Did you change the sim number in your account to the new one?  What was the problem with the old one?

[Yummy]

More details of your action is needed?
Unsuccessful number transfer can be one cause of not being able to use PM service.

[Temitope]

I didn't port the number, I removed the old sim card and used this one afresh 

[BKNS27]

@Temitope 

If you ported your old number over to PM, did you reply to the text with YES confirming you are porting over to PM with the old SIM in your phone?

If you didn’t, you need to private message a CS_Agent to restart the porting process for you at:

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

If you picked a new number then reboot your phone by powering off then back on.

[hairbag1]

@Temitope 

did you port your number over from previous cell network. Perhaps there was a glitch in that process. I'll send you a number for port assistance...check the little envelope icon on top right side of page..

[hTideGnow]

HI @Temitope 

What phone do you have? 

your sim card and account not properly setup. 

Frist try to click Reset All network and check if it works.  Try data, try make outbound calls and inbound calls

If any of those not working, please submit a ticket with PM CS agent and ask them to refresh your account

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