No incoming and outgoing calls

[Garrygn]

voip apps like text now or whts app don’t work with new plan . I opted for 150 gb and paid extra money to go back to 100 gb still same problem 
only messages are working calls can’t be completed or received . 
Boxing Day plans have this problem 

[Garrygn]

Is there any help , to enable calling on Text now or whts app

[Garrygn]

I don’t know what to do.  cs agent says you have to wait 72 hrs for a reply from technical dept . 
this boxing  day 150 gb plan ruined everything 

[Garrygn]

Thanks for reply . 
CsAgent has assigned a ticket and send it to technical department and wait 72 hrs for reply . 
will let u know 

[softech]

@Garrygn please reach out CS agent for further assistance 

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
    (if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
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 ticket submitted, CS Agent will reply to you there           

[Garrygn]

Hello , thx for reply. 
I bought new esim replace it 10 minutes ago. 
tried text now again it’s the same issue texting works but calling does not 

[Garrygn]

Thanks for reply . 
will change of eSIM will solve the issue ? 

[softech]

@Garrygn 

not sure if you tried Reset network settings

Another way is to buy a new eSIM for free, that will usually resolve the issue quickly

To rebuy new eSIM for FREE, first, download the app on your phone and login.  If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM. 

Once it confirms your phone is eSIM compatible, click Pay $  and Install (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
(in rare case that PM charges you for the replacement esim, you can submit a ticket with PM support and ask them for reimbursement)

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

While direct eSIM to eSIM transfers are not supported, we do offer the option to transfer service from one eSIM to another by purchasing a new eSIM. If you are already using a Public Mobile eSIM, when you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee, provided you meet certain conditions.

To qualify for a fee waiver when transitioning between eSIMs, you must meet the following criteria:
     *  The current Public Mobile eSIM must be actively installed in the device you’re transferring from.
     *  The eSIM must have been purchased at least 15 days prior to the new request.

[Garrygn]

Thanks for a reply . 
No this is not a new line , but I opted for Boxing Day deal with an increased data From 100gb the old plan Canada only ,to a new one of 150gb can-us-Mexico  on 22 nd December which is recharge date for monthly cycle . 
and last two days this problem occurred . 
and I hve an e-sim which hampers the ability to change between the phones . 
I loose some money again to revert back to old plan of 100 gb but now can-USA-Mexico is new normal (canada  only doesn’t exist anymore ) 

[softech]

@Garrygn is this a new activation ?  If so, did you remove the old provider sim card? or if old provider was an eSIM, did you disable it?

Make sure PM sim is the old one enabled and set as Primary. Then Reset Network settings.  If that does not fix the problem, engage PM support and ask them o re-provision the sim.  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 ticket submitted, CS Agent will reply to you there   

[Garrygn]

I did that one too. Deleted the app shutdown phone for 20 sec turned it on and installed the app but still the same thing 

[hairbag1]

@Garrygn 

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@Garrygn wrote:

Thanks for reply . 
yes all options are enabled , in case of TextNow it was working before . It just when I changed the plan (Boxing Day deal)3 days before . Text messages are working in& out but calls on TextNow are not working in&out

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You could try deleting your current TextNow app...then re-install a new one. See if that helps.

[Garrygn]

Initially I chose for 150 gb plan they have and even revert back to 100 gb plan and lose money in it . 
the difference here is previous plan was Canada only 100 gb 

now this new one is can-USA-Mexico with no other options of Canada only 

[Garrygn]

Thanks for reply . 
yes all options are enabled , in case of TextNow it was working before . It just when I changed the plan (Boxing Day deal)3 days before . Text messages are working in& out but calls on TextNow are not working in&out

[hairbag1]

@Garrygn 

TextNow and other voip apps work independently from Public Mobile. They will use your PM data or wifi, but they are stand alone apps, not part of PM. As long as you have data to use or wifi, it should work. I have TextNow and WhatsApp and they have been working as expected. If yours ain't working...look in the cellphone settings and make sure data is enabled for those voip apps.

edited