topic Re: [Issue Resolved] Select customers unable to send texts in Announcements

[Issue Resolved] Select customers unable to send texts

Alan_K — Tue, 14 May 2019 20:13:21 GMT

Most Recent Update

4:00 PM ET - May 14 2019

Hey Community,

Our technical team has successfully implemented a solution for customers who were affected by the issue outlined below.

We apologize for any inconvenience caused and thank you for your patience.

-Public Mobile Community team

Updates

Please click the spoiler for a full history of this service issue to date.

11:00 AM ET - May 14, 2019

Hey Community,

We have identified an issue affecting select customers on the $15 100 minute Talk + Unlimited incoming minutes plan, in which customers are unable to send texts. Data services and calling are unaffected by this issue.

Our technical team is currently working on a solution, and will have an update later today. We apologize for any inconvenience caused and thank you for your patience.

-Public Mobile Community team

Re: [Fix in Progress] Select customers unable to send texts

LovesToPM — Tue, 14 May 2019 15:19:25 GMT

Thanks for the notice. This is a great plan. So far, it's been working well for me. Hope to see it resolved for others soon.

Re: [Fix in Progress] Select customers unable to send texts

Jie001 — Tue, 14 May 2019 15:26:42 GMT

Finally,got an officail reply. hope to fix it very soon. thank you

Re: [Fix in Progress] Select customers unable to send texts

RossN — Tue, 14 May 2019 15:27:38 GMT

thanks keep the flow of info coming, much better lately!!

Re: [Fix in Progress] Select customers unable to send texts

pm-smayer97 — Tue, 14 May 2019 17:10:11 GMT

This problem is NOT limited to the $15 plans... $10 plans are also affected, effectively metered text plans.

This is an incomplete assessment and annoucement. I hope they do not overlook the $10 plans.

Re: [Fix in Progress] Select customers unable to send texts

will13am — Tue, 14 May 2019 17:41:26 GMT

The timeliness of the announcements is getting better. At least official announcements are coming before unofficial ones.

Re: [Fix in Progress] Select customers unable to send texts

TheOldVR — Tue, 14 May 2019 18:08:16 GMT

Another bug?

I guess this explains why my parents have not been able to send text messages.....

Good news is that the communication is better on this item - hopefully we will have less system issues in the future.

Re: [Fix in Progress] Select customers unable to send texts

pm-smayer97 — Tue, 14 May 2019 18:18:51 GMT

@will13am wrote:
The timeliness of the announcements is getting better. At least official announcements are coming before unofficial ones.

Getting Better? I discovered that this problem has been going on at least since March but heard nothing of it anywhere. It is only after I sent multiple detailed logs over the last few days of how this is a problem that this announcement came out AND it still does not acknowledge that the problem exists for the $10 plan. And there are others that have been complaining about this in the forum for weeks. Nothing timely about this.

Re: [Fix in Progress] Select customers unable to send texts

Alan_K — Tue, 14 May 2019 20:16:44 GMT

@pm-smayer97 wrote:

@will13am wrote:

The timeliness of the announcements is getting better. At least official announcements are coming before unofficial ones.

Getting Better? I discovered that this problem has been going on at least since March but heard nothing of it anywhere. It is only after I sent multiple detailed logs over the last few days of how this is a problem that this announcement came out AND it still does not acknowledge that the problem exists for the $10 plan. And there are others that have been complaining about this in the forum for weeks. Nothing timely about this.

@pm-smayer97 There is a known issue with the recent unlimited incoming $15 plan that was taken care of- if you're experiencing issues with another plan, please reach out to the Moderator Team and they'll flag it for us if it's a wider issue.

Re: [Fix in Progress] Select customers unable to send texts

pm-smayer97 — Wed, 15 May 2019 02:30:23 GMT

@Alan_K wrote:
@pm-smayer97 wrote:
@will13am wrote:
The timeliness of the announcements is getting better. At least official announcements are coming before unofficial ones.
Getting Better? I discovered that this problem has been going on at least since March but heard nothing of it anywhere. It is only after I sent multiple detailed logs over the last few days of how this is a problem that this announcement came out AND it still does not acknowledge that the problem exists for the $10 plan. And there are others that have been complaining about this in the forum for weeks. Nothing timely about this.
@pm-smayer97 There is a known issue with the recent unlimited incoming $15 plan that was taken care of- if you're experiencing issues with another plan, please reach out to the Moderator Team and they'll flag it for us if it's a wider issue.

I actually have reached out to the moderator team for the past several days now with EXTENSIVE details and @Oana_S has been responding back and forth AND I have been including you in the discussion too @Alan_K. Thanks for paying attention.

EDIT: I should have been more precise and complete. We have MULTIPLE $10 plans and all are affected. The full documentation has been supplied to mods but also key parts are documented here:

Problems with Texting on Public Mobile? Read my insights and share yours

Anyone else still having problems, please share your insights/experiences there too. Keeping it consolidated in one thread might help everyone.

Re: [Issue Resolved] Select customers unable to send texts

byKevin — Wed, 15 May 2019 02:17:47 GMT

Mine was fixed for 3 days, but starting yesterday, problem re-occured, i cannot and still not able to SENT any text out 😞

Re: [Issue Resolved] Select customers unable to send texts

ethos32 — Wed, 15 May 2019 03:53:07 GMT

Still having issues with the 15$ plan . Phone indicates text was sent but find out there were never received

Re: [Issue Resolved] Select customers unable to send texts

alfredomtz — Wed, 15 May 2019 05:57:49 GMT

@Alan_K I have emailed the moderators but no response yet... I signed up with the $15 promo plan in April but wanted to upgrade to the $25 promo plan on Sunday, May 12. I topped up my account online by $25 to ensure I had sufficient funds in the account to make the plan change right away.

I kept getting a message indicating that I needed to try again later, as there was a problem processing the request. When I signed in a while later, I had a $25 phone plan on my phone, but not the right one; it was very basic (see screen shot below).

I also saw a message indicating "Pay your amount due by 11:59 pm on this day in order for your plan cycle to re-start" on Sunday. So I waited until yesterday morning to check again, and at 9:02 am PST I received an SMS indicating "Public Mobile here. Thank you for your payment. Your plan has been successfully renrewed! Let's keep the conversation going."

Since Sunday afternoon my phone has been unable to make or receive calls, or to send or receive text messages. Please advise what I can do to rectify this, as I'm paying but getting absolutely no service.

Re: [Issue Resolved] Select customers unable to send texts

Scott6370 — Wed, 15 May 2019 12:18:27 GMT

I set up husbands phone up and he can only receive texts from Telus customers and can’t receive from bell which is who I’m with...wish I could fix this if not I guess he will be back with bell

Re: [Fix in Progress] Select customers unable to send texts

Scott6370 — Wed, 15 May 2019 12:29:39 GMT

Husbandcant only send text to people with Telus and I’m not with them..need this fix ASAP cuz he is leaving for work

Re: [Fix in Progress] Select customers unable to send texts

will13am — Wed, 15 May 2019 12:40:28 GMT

@Scott6370 wrote:
Husbandcant only send text to people with Telus and I’m not with them..need this fix ASAP cuz he is leaving for work

@Scott6370, contact the moderator team for assistance. The moderator team can be reached via private message using this link. Please include a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: [Fix in Progress] Select customers unable to send texts

duffer900 — Wed, 15 May 2019 12:41:23 GMT

@Scott6370 wrote:
Husbandcant only send text to people with Telus and I’m not with them..need this fix ASAP cuz he is leaving for work

There have been some issues with texting lately. Most of these types of calls are redirected to the moderators, which will more than likely not be resolved before your husband heads to work.

Contact them by clicking here:

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

In the meantime, maybe try removing the SIM, reseating it, rebooting the device... Long shots, but something to try.

Re: [Issue Resolved] Select customers unable to send texts

dna2016 — Wed, 15 May 2019 13:09:24 GMT

Awesome, glad to hear the fix is in place, hopefully no more problems going forward *fingers crossed*.

Re: [Fix in Progress] Select customers unable to send texts

Scott6370 — Wed, 15 May 2019 13:24:37 GMT

Sent a private message

@will13am wrote:
@Scott6370 wrote:
Husbandcant only send text to people with Telus and I’m not with them..need this fix ASAP cuz he is leaving for work
@Scott6370, contact the moderator team for assistance. The moderator team can be reached via private message using this link. Please include a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

We sent a message

Re: [Fix in Progress] Select customers unable to send texts

Scott6370 — Wed, 15 May 2019 13:25:33 GMT

How do I reset sim card