Cannot make calls

[Tom8]

No service 

[darlicious]

@Tom8 

Go into the settings>>network&internet>>mobile network>>preferred network type>>change it to 3G only.

Public mobile uses the 3G network for voice calls. Mobile data and texting (SMS/MMS) will work on both the 3G and 4G LTE networks. Recently there have been equipment upgrades being performed on cell towers by all Canadian providers. When this occurs in your local area pm calling gets affected as it causes a delay in switching from 4G LTE (autoconnect setting) to 3G and it defaults to sending your incoming calling to voicemail. Forcing your phone to use 3G only eliminates this issue. The work in your area should be completed in a few weeks but you can switch back to the autoconnect setting every few days to see if the problem persists.

[softech]

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@Tom8 wrote:

Still no service all calls go to voicemail but texting works 

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@Tom8 

Texting works.. so you have service.. just  incoming calls not coming?

how about outgoing  calls?

What is the phone showing?  does it show connected to PM?  any status bar?

You tried Data?  does it work?

When was the last time PM took money from your credit card?  Was it just last week or it is almost time for renewal?

[Tom8]

Still no service all calls go to voicemail but texting works 

[Tom8]

tried these still no service but texting works

[cellphoneuser1]

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@Tom8 wrote:

I’ve tried that and no answer 

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Login disabled is an account issue. You'll need the CSA to answer you. We can't fix that for you here.  

[hairbag1]

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@Tom8 wrote:

I’ve tried that and no answer 

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If you dial 611 from your cell, you'll be able to find out if your account is still Active or something else.

[softech]

@Tom8 you actually have active service with PM?  is your phone working now?

[Tom8]

I’ve tried that and no answer 

[hairbag1]

What happens when you dial 611...can you find out the status of your account ?

When was last renewal ?

[esjliv · Accepted solution]

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@Tom8 wrote:

 Phone still not working no answer from public 

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@Tom8  - so what is the issue here:

*you cannot log into Self Serve, OR

*you have no services

OR BOTH?

Some troubleshooting to try to see if anything helps:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

But, can you help us try and help you?

Did you just activate, or are you an existing customer that has has working services prior to today?

[softech]

@Tom8 since you already open ticket with PM.. just hold on a bit, PM will reply soon. 

[Tom8]

Tried reset and forgot password cannot access account this is the most hopeless system I have ever seen 

[Tom8]

 Phone still not working no answer from public 

[esjliv]

@Tom8  - did you try the Forgot your password option? Check you spam/junk folder to reset the password.

IF in nonpay/suspended status for over 90 days the account/phone number and SIM card is closed and deactivated.

[Anonymous]

@Tom8 

i hope you are not Reactivate A Suspended Plan

Missed a payment? After your plan expires, all you need to do is top-up your balance to keep the current plan going. You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume.After 90 days of non-payment, your account will be permanently deactivated, which means you will:

• Lose access to your phone number, and won’t be able to transfer it to a new provider in the future.
• Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

[softech]

@Tom8  you have active service with PM now?  or you have not pay for the service got 3 months+? 

did you try Forgot Password link to see if you can reset the login?

[Anonymous]

@Tom8 

waiting about 10 min

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

and try Forgot your password visit Here link, and enter your email address,

check your email spam,

or you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

and them will reset for you,

Here’s How To Contact Customer Support Agent

• you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[esjliv]

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@Tom8 wrote:

No service 

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@Tom8  may questions, I have...

Are you new or an existing customer (when did you activate?).

If you just ported your phone number from another cell provider it could take a few hours to complete the port.

Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

If you ported from a landline it could take up to 7 days to complete.

Make sure you do not cancel your previous provider's services.

Incoming calls are usually the last to port over.

Check your Private INBOX messages, I have sent you the TELUS Porting phone number.

Or, alternatively -

If issues porting or transferring a number to Public Mobile, and it has been over the allotted time it usually takes to complete, submit a ticket here for help: https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1ml7MK2dvkmM37lFcEM...

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

[hairbag1]

Log in to your account to make sure it hasn't Expired or Suspended for some reason.

Does data and text functions still work ?

[AE_Collector]

So you have been a customer here for awhile and all has been good. You can’t make calls today.

can you receive calls?

can you make and or receive text messages?

do you know if cellular data (not wifi) is working?

If people can’t call you, do you know what they get when they try?

AE_Collector

[Tom8]

Being working until today 

[Anonymous]

@Tom8 

go sign in to Self-Serve, to review your account, status !!

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,  

and you can try to reset network settings and Changing APN Settings,

for iphone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit  Here link, 

APN Settings On An IPhone

click Here link, 

How to reset network settings on an Android device

1. Open the Settings app on your Android.
2. Scroll to and tap either "General management" or "System," depending on what device you have.
3. Tap either "Reset" or "Reset options."
4. Tap the words "Reset network settings."

   or visit  Here link,

APN Settings On Android device

click Here link,

Ensure you have the correct APN settings by visit Here link,

Select the brand and model of your phone,

and try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link 

or Here link 

for android visit Here link ,

and do Rebooting your phone ,This is quick and simple,to refreshing your network,

*what is meant by rebooting the device turn off and turn it back on.

try to check update your device,

you can try to test your SIM card in another device to you know the issue from SIM card network or your device issue.

if you can't fix it you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...