SMS not working. NO OTP

[ClementChan]

I am using a Canadian iPhone X.

1. I have NOT been able to send or receive SMS text messages.

2. I have NOT been able to receive incoming calls.

When someone calls my Public Mobile number, they hear one of the following messages:

• "HB1, your call cannot be completed as dialed."

• "Unfortunately, we cannot complete your call as dialed. Please check the number."

However:

• I AM ABLE to make outgoing calls.

• I AM ABLE to use mobile data.

This has been happening since my service was activated on June 26, 2026.

The most important issue is that I cannot receive one-time verification (OTP) text messages for EverSafe.

I was able to receive the 6-digit verification code by email. However, after entering the email verification code, EverSafe continues to require verification by SMS. The message displayed is:

"We've noticed you have an active Public Mobile service and would like to confirm your full access.

A 6-digit code associated with your EverSafe ID will be sent to your phone number. We will need you to confirm this number."

Could you please check whether SMS service has been properly provisioned on my account and advise what steps can be taken to resolve this issue?

Thank you for your assistance.

[ClementChan]

After 6 hours of Direct Messaging with CS agent, the issue was resolved by changing the original number which was issued by PM. The second number has no issue at all. It seemed to be a glitch with the first number issued to me. The second number from PM worked perfectly. Thanks to CS agent Rodrigo. His assistance was decisive and effective. 

[hTideGnow]

hi @ClementChan 

so, there is no old carrier sim or esim there?

you might need to ask PM agent to refresh your account for you

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            

[Dunkman]

@ClementChan 

Wait times are longer on weekends for customers service agent help. Looks like that your PM account was not set up properly and you will need CSA intervention. 

I will try to escalate your issue with CSA_PM, but not sure if they work on the weekends.  They will directly private message you if working today. 

[ClementChan]

Data works. 
phone calls out works. 
no incoming call - caller hear “cannot complete the call” 

again- sms does not work for outgoing or incoming calls 

[ClementChan]

Thank you for your kind instructions. 
in fact, my iPhone X pro was installed with a new iOS this morning before I inserted the PM physical SIM card inside. 
Nevertheless, I did the reset and tried again on sending and receiving sms. Failed on both attempt. 

[Dunkman]

---

@ClementChan wrote:

I am using a physical sim. Don’t think my wifi should be messing it up. I rebooted my phone several times already. 
I am already using a second iPhone to try. My first one is iPhone 16 pro max. My second phone is iPhone X pro. 

---

@ClementChan 

Network rest of phone is different from rebooting your phone.  

Resetting your iPhone's network settings takes just a few taps. It will erase all saved Wi-Fi networks and passwords, Bluetooth connections, VPN configurations, and cellular settings. Note that it will not delete personal data like photos or apps. [1, 2]

Follow these steps to perform the reset:

• Open the Settings app on your iPhone.

• Tap General.

• Scroll to the very bottom and tap Transfer or Reset iPhone.

• Tap Reset at the bottom of the screen.

• Select Reset Network Settings.

• Enter your passcode when prompted and confirm. [1]

[ClementChan]

I tried messaging them this morning again. 9am. 11am. Still waiting for some kind of reply. I can’t get a new SIM card or new number or anything BECAUSE I CANNOT GET THE 6 digit verification to my phone - NO INCOMING SMS- this is the real problem and no one can help.  No one can trouble shot. No solution for 3 weeks. 

[ClementChan]

I am using a physical sim. Don’t think my wifi should be messing it up. I rebooted my phone several times already. 
I am already using a second iPhone to try. My first one is iPhone 16 pro max. My second phone is iPhone X pro. 

[Dunkman]

@ClementChan 

Did you try a network rest of your phone?  This will erase any saved Wifi passwords.  

Did you activate a physical SIM card or eSIM?  If physical siM card, you could try to put the SIM card in another working phone to see whether hardware setup issue versus PM service problem. 

[hairbag1]

@ClementChan 

when you use that link to dm Customer Support, they'll reply to your shortly. Watch the Community in box for their response. Sorry to hear you're having so much trouble...most new accounts aren't so unfortunate as you. Once the service is successful, you'll have no issues. Please try again to message Customer Support to request their direction/help.

[ClementChan]

have been dealing with multiple CS agents. None can really help. All of them as me to request RESEND or use EMAIL. But none of these solve the real problem - NO SMS is coming through my new number from PM.

[ClementChan]

I was given a Koodo number to call but there is no service today. Recording did not inform user when will the service be available again. Running around again. Wasted a lot of my time over the past 3 weeks. How can I trust the service of PM?? How can I cancel the service. No login to the account - I cannot even cancel my service. This is totally unacceptable. 

[Neeraj11]

I'm also facing the same issue for the past 3–4 days, and no one has been able to call me on my number either. I've raised multiple support tickets, but I haven't received any response from Public Mobile customer care.

[hairbag1]

---

@ClementChan wrote:

It was a new number from PM. Not a ported cell number. 

---

In that case, you should use this link to dm Customer Support for their help.

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

Watch that same Community in box for their response.

[ClementChan]

It was a new number from PM. Not a ported cell number. 

[hairbag1]

@ClementChan 

sounds like the port process wasn't successful in your case. Check your Community inbox as I sent you a number to call for their help with the port to Public Mobile.

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

[ClementChan]

I have been dealing with this issue for the past 3 weeks and all I have been getting is the run around but never able to really resolve the issue. since I am not getting EverSafe verified, there is nothing I can do further.