Unable to call or text but still able to use Data

[bianli1971]

Since May 25th I have not been able to receive or send any text or call. I have paid for this month's plan and May 25th is not even my pay date. However, I am able to use the data for my plan. I am very confused on what is happening and need help. 

[JL9]

This was my first thought. You said you were trying it outside, are you sure it was out of wifi range and the wifi signal was off the top right?

[esjliv]

@bianli1971  - what happens when you call your phone number from another phone?

Can you confirm your account status in self serve is showing Active?  https://selfserve.publicmobile.ca/Overview/ 

Or call 611 from your device, and what does it say?

[bianli1971]

Thank you I just did it!

[softech]

@bianli1971  I would open a ticket with PM Support and see if they can find out anything wrong.  Or they can re-provision your account from their end.

If you have not done so, here are the 2 ways to open ticket with PM:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 the ticket is opened.  CS Agent will reply you there

[bianli1971]

it is connected to public mobile network, no error message. 

[dabr]

@bianli1971    Maybe try to reset the network settings on your phone. 

Otherwise I'd submit a ticket to customer support to take a look at your account.  Here's a link to chatbot and CS_Agent: 

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

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

[bianli1971]

yes I am sure because I was using it outside.

[softech]

@bianli1971   Yes, if both cities are like that, it's far enough  🙂

and if both phones are showing the same problem, I would think it is more an account problem.  Does the phone showing you are connected to Public Mobile network?  any error message on the phone status on top?

[bianli1971]

Nope it still doesn't work. I switch it to another phone, still can't text or call. Switched back to my phone, still can't text or call.

Also can you define in other areas? I tried in two cities in Ontario, both doesn't work

[hTideGnow]

HI @bianli1971   Can you try to put your sim card in another phone and test ?  That will confirm if it is a device problem or account

[will13am]

@bianli1971 , are you sure it is mobile data and not WiFi?  It is unusual that you have a network connection and not be able to have calling or text.  

[BKNS27]

@bianli1971 

Maybe try rebooting your phone by holding down the power button then wait 2 minutes then power the phone back on.

[softech]

@bianli1971   Do you have another phone around?  If so, try to put your PM SIM into that other phone.  It might trigger the re-provision of the SIM and it might fix your issue.

If not, did you try using the phone for voice in other area ?