Phone cant read number

[Evelynfu]

i have two public phone numbet used in the same phone. One working fine, the other one can't call or connect to network.

Already tried to purchase a new sim and changed, also checked the capability and comfirm my cellphone should work.

Could you help me to fix the issue？

[BKNS27]

@Evelynfu 

You can dm a CS_Agent at:

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

[TheSterlinger]

You can contact PM agents to review for you.

Type Contact US, and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[Evelynfu]

My account setting might lead to my sim can't call out (done all other trouble shootings). 

I was suggested to ask support to do an account reset, but didn't know how I can get help with it.

Dose anyone know how to get it？～ thanks！

[will13am]

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@Evelynfu wrote:

I just tried my Friend's publich mobile card with my working one. They both work them. So I am wondering if there's something wrong with the plan, because it's upgrated from 3G to 4G automatically.

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@Evelynfu , the 3G/4G/5G speed plan thing is a marketing label.  All plans have access to the 5G/4G/3G networks.  If you are able to get both SIM slots to work using a friend's SIM, then perhaps this is a problem with one of your accounts.  Do you see anything that is off with the account?  Perhaps reach out to support and ask them to perform an account reset to see if that will work.  

[Evelynfu]

will try～ thanks！！

[Rastin]

Well if you tried a network reset and it did nothing try and open a ticket and see if pm can help. Maybe try and factory reset the phone and set it back up and see if that helps?

[Evelynfu]

Hi～ yes,,, it's two sims...any suggestion what I should try next？ already tried everything i can think about for trouble shooting

[Rastin]

The plan won't affect it working or not unless you haven't payed for a plan.

You haven't mentioned what phone you have.

Are you certain that you have 2 sim card slots in your phone? Not one sim and one sd card

[Evelynfu]

I just tried my Friend's publich mobile card with my working one. They both work them. So I am wondering if there's something wrong with the plan, because it's upgrated from 3G to 4G automatically.

[will13am]

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@Evelynfu wrote:

Hi @will13am ,

I have two sim card with different plans (but all of them are 4G). They both work on my old phone. But only one of them on my new phone.  

Both two physical card tried both two readers from my phone, one of the card works from both readers, while another one not working.

When I check the IMS register information of these two, only the working one showed registered. (no matter on which reader).

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Sounds like a software problem.  Have you tried a network reset?  

[Evelynfu]

Hi @will13am ,

I have two sim card with different plans (but all of them are 4G). They both work on my old phone. But only one of them on my new phone.  

Both two physical card tried both two readers from my phone, one of the card works from both readers, while another one not working.

When I check the IMS register information of these two, only the working one showed registered. (no matter on which reader).

[will13am]

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@Evelynfu wrote:

yes, from my old phone, it's working fine～

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This sounds like a phone issue.  Is the possibly a SIM reader fault?  If you take out the SIM that is connecting to the network and leave the SIM that is not connecting, does this result in the non connecting SIM working?  If it does, then it is probably a software issue.  In any event, if each of the SIMs work independently, the accounts are fine and there is nothing that Public Mobile can do to support. 

[Dunkman]

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@Evelynfu wrote:

yes, from my old phone, it's working fine～

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@Evelynfu 

Just to clarify: each physical SIM card works by itself.  However, when you put both in the same phone, one does work right?  

Might want to try a network reset of your phone. Note: this will erase any saved Wifi passwords. 

[Evelynfu]

yes, from my old phone, it's working fine～

[HALIMACS]

@Evelynfu 

can you try the non-functioning SIM in another device to see if it connects to the network using it?

That’ll give you certainty around the SIM itself, if anything.

[slusagm]

So, still the same sim cannot work by itself?  If it is , then it is problem with that account.  You checked My Account?

Or ask PM to check.  Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

Or message them using this link:

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

CS_Agent will reply to your community inbox, check here:

      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Evelynfu]

I've tried them separate, one by one, still only one can use.

the used together well before.  

[Evelynfu]

it's two physical ones. one showed ims registered one didn't. both are from public and use 4g.

[Meow]

You would have to research your phone capability and see if you have manually to select which sim is primary or if both sims can receive calls at the same time.

I doubt PM has anything to do with your issue. More like hardware/OS issue.

[slusagm]

@Evelynfu tell us the sim arrangement, 2 physical sim? 2 eSIMs? 1 physical 1 esim?

What phone models?  Even esim, not all phones can have dual active esim, only selected iPhone amd Samsung or Pixel can do dual active esim