NOT REGISTERED ON NETWORK

[Lyanne_Trudel01]

Can't make or receive calls. Phone says emergency calls only and gives the message "not registered on network". I reloaded the SIM, restarted the phone, but still doesn't work.

[softech]

@Phil675 

eSIM should be free if the last one you got was 15+ days ago. 
Even you got one less than 15 days ago, since you were having the connection issue and you need to buy a new one to resolve the issue, try asking PM customer support to reimburse the cost.   

Please open ticket using Public Mobile Expert Messaging using your Community/EverSafe account.  Select Start a Chat to begin:
          https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/SMS alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre

[Phil675]

Wow. This is so awesome. thank you for the support! I tried buying a new eSim like you said above and it WORKED! It cost me 5$ but it worked. Thank you!

[softech]

@Phil675 

yes, you said you " reloaded the SIM" from your original post, I know it won't be an "simple" fix by just reset network settings 

A quick way to reprovision the sim yourself is to test your sim card using another phone.  If it works, move the sim back to the original phone. 

If you have eSIM, you can login PM app and get a new eSIM

But the above quick fixes do not work, then you need to open a ticket.  The office is closed now and you won't get a reply till tomorrow. But let me know after you submitted the ticket and I can help to escalate and hopefully you get a reply earlier in the morning tomorrow

Other questions

1. 1. how long you joined Public Mobile? 
2. 2. What the system say if you call  1.855.4PUBLIC using another phone, then enter your phone number, can the system find your number? does it tell you your account is active?

[Phil675]

Thanks. In Calgary. People calling me get "The number you have called is not assigned". Have tried all their help steps and everything AI said. AI says they need to re-provision my number, but they are closed all night now I guess.

[softech]

@Lyanne_Trudel01 

And are you in BC or QC?

both provinces have " Failure of wireless services for multiple locations" (Vancouver, Whistler, Kamloops, Surrey, multiple locations Quebec) 
Cause: Undetermined at this time

Confirm if it is a network outage issue in your area:
https://www.telus.com/en/bc/outages

[BKNS27]

@Lyanne_Trudel01 

What is the make and model of your phone? You need VoLTE to make or receive calls due to the 3G shutdown.

Here is information on VoLTE so enter the IMEI of your phone to see if it is VoLTE compatible.

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

[Chalupa_Batman]

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@Lyanne_Trudel01 wrote:

Can't make or receive calls. Phone says emergency calls only and gives the message "not registered on network". I reloaded the SIM, restarted the phone, but still doesn't work.

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Hello @Lyanne_Trudel01 

If you're new to Public Mobile, sometimes your old providers information is in the Network Settings of your phone and well, they don't get along with PM's network information. The easy fix? Go into Settings, find Network Settings and just reset them. Then reboot. It's that simple.

If you're already a customer, dial 611 from your phone and confirm your account is up to date. Sometimes a missed payment will cause this. Or log into your account and double check.

[softech]

@Lyanne_Trudel01 is that a new account? Or you are existing customer and just have the issue? 

Do you have another phone to test the sim card?

And did you login My Account and confirm if your account is active or suspended?