hi @Dinahw
physical sim? Sim card usually won't fail, so it is more a software problem
make sure you have no other sim card or eSIM on the phone, only PM sim there
make sure the PM sim is enabled (Turn on this line is toggled on) and with a label Primary
update carrier profile
Reboot phone and click Reset network setitngs
if same, then submit a ticket with CS Agent using Chatbot here:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
(If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage
