topic Re: Not Recieving Text/Calls from one Person in Get Support

Not Recieving Text/Calls from one Person

Chfullarton — Tue, 04 Jan 2022 23:33:02 GMT

I’m posting on behalf of my Father that just unlocked his iPhone and switched from Bell to Public a couple days ago. I am able to text and call him no problem (Im with Public also) but he is unable to recieve or send text or calls to/from my Mother who is with Bell Mobility. Help!

Re: Not Recieving Text/Calls from one Person

will13am — Thu, 26 Jul 2018 15:01:56 GMT

@Chfullarton, is the new account unable to communicate with one person only or is it more widespread than that? Judging to the symptoms, there is a possibility something went wrong in the account set up. It might be worthwhile reaching out to the moderator team and have them take a look at the account. The moderator team can be reached via private message using this link. Please include in your private message account number and PIN code. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: Not Recieving Text/Calls from one Person

Chfullarton — Thu, 26 Jul 2018 15:29:10 GMT

After more testing it seems he cannot recieve any texts or calls from Bell customers, he’s only recieving them from Public or Telus.

Re: Not Recieving Text/Calls from one Person

will13am — Thu, 26 Jul 2018 15:33:36 GMT

@Chfullarton wrote:
After more testing it seems he cannot recieve any texts or calls from Bell customers, he’s only recieving them from Public or Telus.

Definitely contact the moderator team to see if it is an account set up issue.

Re: Not Recieving Text/Calls from one Person

pakmode — Thu, 26 Jul 2018 15:45:09 GMT

Out of curiosity did he port over from a Bell landline or a Mobility number?

We had some issues for a few hours after porting over a landline number to PM a few weeks ago.

They were resolved after a hard reboot after a few hours.

At the same time, there have also been instances of Android to Iphone issues and vice-versa.

Re: Not Recieving Text/Calls from one Person

Chfullarton — Thu, 26 Jul 2018 15:50:04 GMT

It was a Bell Cellular number. He runs iPhone and my mom runs Android.

Re: Not Recieving Text/Calls from one Person

Mary_M — Thu, 26 Jul 2018 16:01:37 GMT

Good afternoon @Chfullarton and welcome to our community!

Sorry to hear that your dad hasn't been able to receive any phone calls from Bell users. We can definitely look into this for him, can you ask him to send us a private message including his account details ? 🙂

Thank you,

Mary

Re: Not Recieving Text/Calls from one Person

computergeek541 — Fri, 27 Jul 2018 03:36:41 GMT

@Chfullarton wrote:
After more testing it seems he cannot recieve any texts or calls from Bell customers, he’s only recieving them from Public or Telus.

the dreaded intercarrier problem... I would say that this is more common for text messaging than calls, but you're experiencing it with both.

Hopefully, you don't get any pushback. When this type of thing happens, each carrier likes to blame the other, which in the end doesn't help the customer. With some luck, the moderators can quickly find the root cause of your service predicament.

Re: Not Recieving Text/Calls from one Person

Chfullarton — Fri, 03 Aug 2018 10:29:55 GMT

Reached out to moderator team and issue has been resolved. Wrong IMEI number was given.

Re: Not Recieving Text/Calls from one Person

srlawren — Fri, 03 Aug 2018 16:35:09 GMT

@Chfullarton wrote:
Reached out to moderator team and issue has been resolved. Wrong IMEI number was given.

@Chfullarton thanks for following up! Yeah unfortunately about 9 times out of 10, failed ports are a result of incorrect data entry when filling out the forms. [Note: this is not an exact statistic, but rather my estimation based on what we see in the community.]. Glad it's resolved 🙂