What SIM card to buy

[Cat88]

I just found out 2 days ago that my callers get a message "6UMI, The number you have reached is not in service"!!

I went online to Customer Service Agent  (day 1 for 3hrs; day 2 for over 2 hrs) they checked acct info verified, payments up to date, SIM # correct, Do not Disturb not on, Flight mode toggled on/off, restarted phone, SIM card checked (OK), IMEI # checked (device is 5G capable and compatible with the Wi-fi network provider), did reset of network settings,  did MMI code *#1234# and info popped right up on screen.

I can call out, phone has network signal and ‘bars’, is active, but I’m not getting ANY incoming calls and haven’t for a very long time (not unusual). I am a senior who mostly emails and has visitors. When they say they can't reach me I thought I was away from or didn’t hear the phone.

I was told to purchase a new SIM card from Koodo/Telus store or Amazon. There isn’t one within 1.5 hr drive. There is one listed on the PM site for $10... why didn’t she mention this one? I did ask if I could get and eSim but she said my phone wasn’t compatible (Samsung Galaxy S20 FE 5G)

Choices on Amazon are:

 $29.95  Public Mobile SIM Card for Unlocked Phones (GSM) on Canada’s Largest Mobile Network (delivered in 1 month)

$4.99   Public Mobile Triple Punch SIM Card for Unlocked Phones on Canada’s First 5G Subscription Phone Plans (delivered in 2 weeks)

I don’t know what to buy, can someone please help?

To be honest, I’m not happy with PM right now. It’s dangerous for a senior to not be able to receive calls if I need help. I have made many calls out and never heard back and just thought people were too busy to call me.  I am thinking I may have to switch providers and pay double but at least have someone to phone and actually explain things, this online stuff is frustrating, time-consuming, tedious, .... I really think the Cust Serv Agents just don't have any answers and are just fluffing me off to buy a SIM Card

[Cat88]

Thank you so much for your help. I will use the link you listed for Cust Support and request the escalation. 

[hairbag1]

@Cat88 

I know this is gonna sound odd...but I would start another conversation with Customer Support but this time, request that your concern be escalated to a senior advisor or technician. If you got the same message using your buddy's cellphone and your PM sim...that tells me something is corrupt with your account. I say that because I've never heard of someones sim card going bad after using it successfully for a few years.  Use this link to start the process...and good luck.

https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=2OhrPakuMpNZt4irir5...

[Cat88]

The neighbour let me try their phone, switched SIMs and I got message "we cannot complete your call as dialed, check the number and call again". I confirmed it's the number on my PM acct. 

[hairbag1]

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@Cat88 wrote:

Won't that affect their phone data if I put my SIM into it? They're not on PM, have different make/model phone etc. I don't want to cause them a problem

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It's easy and safe...just remove their sim and install your Public Mobile sim and see if you can receive calls. Once your test is complete...just replace their sim back into their cellphone; put your sim back into your cell and all is well. 

[Cat88]

Won't that affect their phone data if I put my SIM into it? They're not on PM, have different make/model phone etc. I don't want to cause them a problem

[hairbag1]

@Cat88 

does someone near you have a cellphone that you can try your sim card in and see if the same symptoms happen. Maybe it's your current cellphone is the problem rather than the sim card. If you could try your sim in a different cellphone that would eliminate the question.

[Cat88]

I'm paid up in full but my renewal date is November. Now that I know I'm not getting calls it, I'm getting really agitated that if I call out for help I won't hear back. I can't wait till November to get incoming calls. Also I have been paying for a long time just to read news and email, I've paid a lot for service that I never got (incoming calls)

[hairbag1]

@Cat88 

before you sign up with a different provider, make sure that your cell will work on their network with VoLTE. 

If you wish to keep your current number, make sure your Public Mobile account is paid up and in good standing. You could initiate the port nearer to the end of your plans renewal date. 

[Cat88]

Actually, no. But I have been reading previous info sites Softech listed. I was never told PM had VoLTE whitelist for phones (my phone says both mobile voice network type  (and data type) are LTE. If my phone isn't on it then I guess I shouldn't be with PM at all. I'm thinking I have to switch providers rather than switch phones. 

[hairbag1]

@Cat88 

is there anyone close to you who might have an Amazon Prime account ? If so, you could get them to order a Public Mobile sim for you and it'll be delivered to you in a matter of hours (24-48hrs) rather than 2 weeks....and shipping is gratis too.

[Cat88]

No, I don't

[softech]

@Cat88 

you have an S20FE, It has VoLTE, but it is not on PM's VoLTE whitelist ( https://www.publicmobile.ca/en/on/get-help/articles/volte ) , hence it is using only 3G for voice

Telus is currently  refarming the 850MHz band 5 spectrum and hence you are left with 1900MHz for voice calls.
https://www.publicmobile.ca/en/get-help/articles/850-turndown

While one compatible band is still sufficent, reality is  1900 MHz could have less coverage, depending on your proximity to a tower and hence you are seeing a poor or no coverage with voice  (Data is not impacted as your phone has the compatible bands on 4G/5G)

That's why I am thinking a new sim card might not help.  You might need another phone. Do you have friends with an iPhone or a newer Samsung Galaxy phone like S22 or after to test your current sim ?

[Cat88]

Thank you so much. I will order that one. Do you have any suggestions about why I can't get calls in but everything else works on the phone??

[softech]

@Cat88 

But the PM sim card using this Amazon link for $4.99:

Amazon.ca:  https://www.amazon.ca/gp/product/B06X9ZGDWG/

[Cat88]

I have this acct for a few years, no porting, it was a new phone, new provider PM, new phone number chosen off PM site

[softech]

@Cat88 

you might not need another sim card, it might be some setup issue

but first of all, did you request porting when you activate your PM service?  If you requested porting, did you receive the Porting Authorization text from your old provider and did you reply Yes within 90 minutes?