Can't make or receive phone calls - new custumer

[emilykeller]

Hi there - I transferred from Telus to Public Mobile last Friday. Since that time, I've been unable to make or receive phone calls. Incoming calls go straight to voicemail. Outgoing calls just say "calling" and nothing happens. Weirdly, I was able to make one outgoing call a couple days ago after trying a number of times to make it connect, but the connection was very bad and eventually dropped. 

I read that this can happen when you transfer a number over, but it sounds like normally only incoming calls are affected, so this feels like a different issue. 

I've restarted my phone and removed and reinserted the SIM card. 

Any advice would be welcome.  

[softech]

@emilykeller 

do you see your sim card connected to PM network?  does Data work?

did you try to use your sim card in different area?

Do you have another phone to test the PM sim card?  Put it in another phone and that could force a reprovision of the sim card, this could resolve your issue

If that does not work or you don't have another phone to try,  open ticket with PM support and have them to confirm if the sim was properly provisioned

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

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 the ticket is opened.  CS Agent will reply to you there

[BKNS27]

@emilykeller 

There could be a weak signal so it is going to your voicemail or there maybe an outage in your area so check outage map:

https://downdetector.ca/status/telus/map/ 

[BKNS27]

@cellphoneuser1 

Yes, sorry wrong reply to wrong post.🤪

Amended the reply.

[cellphoneuser1]

---

@BKNS27 wrote:

@emilykeller 

The most important step to complete the porting is to reply to the text with YES with the Telus SIM in your phone. You have 90 minutes to reply or porting will be canceled. 

This sounds like your case but your Telus SIM will continue to work in the meantime.

You will need to contact a CS_Agent to restart the porting process for you.

Just create a ticket through SIMon Chatbot on the bottom of this page or private message them on the envelope icon.

They will get back to you by private message between the hours of 6:00am to 10:00pm EST.

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This isn't a porting thing. Porting problems don't prevent making calls.

[BKNS27]

@emilykeller 

The most important step to complete the porting is to reply to the text with YES with the Telus SIM in your phone. You have 90 minutes to reply or porting will be canceled. 

This sounds like your case but your Telus SIM will continue to work in the meantime.

You will need to contact a CS_Agent to restart the porting process for you.

Just create a ticket through SIMon Chatbot on the bottom of this page or private message them on the envelope icon.

They will get back to you by private message between the hours of 6:00am to 10:00pm EST.

[LoveNature]

Hi @emilykeller 

open ticket with PM  Chatbot