Text works on wifi but no data or calling

[Tesser]

Hi, we somehow lost the ability to call or use data on the phone. Test shows "end to end encrytion" when wifi is turned off but textx come through with wifi on. I tried a different account sim card on this phone which worked and also tried the sim from this account in a different phone which did not change things. I thought it may be a bad sim card so we ordered another one and no difference. It seems like it might be an account issue?

Thanks!

[Tesser]

Its a Motorola G Play 32 GB Unlocked Bought Dec 2021 and been on PM the whole time with no issues until the last month. Account is in good standing and next auto pay at the end of the month. 

Thank you and I submitted the ticket as you suggested!

[softech · Accepted solution]

@Tesser 

what phone do you have?

and your account showing Active?

it is best to reach out to PM support and ask them to check an Refresh your accountt:

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 ↗" 
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

[Tesser]

I meant before ordering the new sim card, I tried the original sim card in a different phone to see if it would work on a different device. (no success) 

Ok I tried network reset and no luck. I tried making a phone call and it failed. The phone also said (! lost data connection) once it failed the attempt to make the phone call. 

[softech]

@Tesser 

the old sim card will no longer be useful if you have login to My Account and update the sim card number to the new one

Depends on the phone, the steps to Reset Network Settings:

iPhone:  navigate to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.

Samsung/Android: Settings >  General management >  Reset. Choose Reset network settings,

[Tesser]

I did try the old sim in another phone and no change. I changed to the new sim in the PM account. Im not sure how to reset the network settings. 

[softech]

@Tesser 

the "text" that work is not really traditional SMS text, it is just iMessage or RCS

did you try Reset Network Settings on your phone? did you test the sim card on another phone?  You said you ordered another phone, did you update the sim card number on My Account > Profile?