topic Re: Cannot receive calls in Get Support

Cannot receive calls

kpwalia — Wed, 05 Jan 2022 06:46:48 GMT

Ported in the morning around 0900am. Can make calls but cannot receive it. Sent Private Message also 3 hours ago. no reply.

Re: Cannot receive calls

Dunkgirl — Thu, 13 Sep 2018 03:42:10 GMT

@kpwalia wrote:
Ported in the morning around 0900am. Can make calls but cannot receive it. Sent Private Message also 3 hours ago. no reply.

Sometimes porting can take time, days to properly complete or it just needs to be reset / re-registered on the network. I suggest pulling out your sim and restarting your phone while you wait for the moderator team to see if there was a problem during the porting process.

Re: Cannot receive calls

RobertQc — Thu, 13 Sep 2018 03:42:51 GMT

@kpwalia wrote:
Ported in the morning around 0900am. Can make calls but cannot receive it. Sent Private Message also 3 hours ago. no reply.

When you just ported, it takes time, every hour or so remove your battery / restart your phone. It can take time on your first port over and there can be weird issues for a short period of time.

If the issue continues you may have a partially completed port but most often ports just take a bit longer. One of the moderators can take a look, see if they need to do something to move it along you already sent them a message so you will just have to wait for that.

I know it can be a little frustrating to wait but they will get back to you asoon as they can between Monday-Friday 9am-9pm (EDT) and Satuday-Sunday 9AM-7:30PM (EDT)

For more information about contacting a moderator Click Here

Re: Cannot receive calls

Gonzo — Thu, 13 Sep 2018 03:44:40 GMT

Unfortunately the waits for moderators are usually much longer - up to two or three days. Don’t send repeated messages, as that will lower your place in line. It does sound like you have an incomplete port, which may require moderator support. If it doesn’t self correct, wait for the moderator response and do not try cancelling your last phone account. Best of luck with that!

Re: Cannot receive calls

mimmo — Thu, 13 Sep 2018 03:46:55 GMT

most likley you have a stuck port in order for the mods to complet teh port with minimal delays please ensure that you sentthem all the needed info regarding your account and your old providers account. please see below on what is needed.

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

If you have a Porting issue, please also include:

The number you want to port, PM sim number, old account number, old account name exacly as on bill

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Totonto Time] from 9am to 7:30pm [Totonto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

Additional Useful Information:

Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile

Re: Cannot receive calls

Dunkgirl — Thu, 13 Sep 2018 03:52:00 GMT

@Gonzo wrote:
Don’t send repeated messages, as that will lower your place in line.

@Anonymous wrote:
It was confirmed by a senior moderator a couple of weeks ago that sending multiple private message DOES NOT bump you to the bottom of the queue. It just gives the moderators more messages to go through.

https://productioncommunity.publicmobile.ca/t5/Getting-Started/STRONGLY-recommend-AVOIDING-PUBLIC-MOBILE/m-p/272217#M48235

Re: Cannot receive calls

Gonzo — Thu, 13 Sep 2018 03:52:22 GMT

@Dunkgirl That’s good to know!

Re: Cannot receive calls

Dunkgirl — Thu, 13 Sep 2018 03:54:37 GMT

@Gonzo wrote:
@Dunkgirl That’s good to know!

🙂 I just found out thanks to @mimmo

@mimmo wrote:
@Dunkgirl the being pushed to the bottom of the queue was walked back a week or so ago. Your orriginal spot in line stays the same.

Re: Cannot receive calls

Kianakali — Thu, 13 Sep 2018 04:55:46 GMT

Try restarting your phone.

You can use Hangouts from computer or another device to call yourself to test incoming calls.

Re: Cannot receive calls

computergeek541 — Thu, 13 Sep 2018 04:36:08 GMT

@kpwalia wrote:
Ported in the morning around 0900am. Can make calls but cannot receive it. Sent Private Message also 3 hours ago. no reply.

Based on CWTA guidelines, number ports are supposed to finalize within 2.5 hours for wireless to wireless and within 2 business days for landline or voip to wireless.

If your number is coming from another wireless carrier, you number portability request has likely failed. For now, ensure that you have the correct account number for your old carrier, which I'm assuming you've provided to the moderators.

If your port has failed, only the moderators can help you. You'll have to wait for them to reply.

Re: Cannot receive calls

ShawnC13 — Thu, 13 Sep 2018 04:40:43 GMT

@kpwalia wrote:
Ported in the morning around 0900am. Can make calls but cannot receive it. Sent Private Message also 3 hours ago. no reply.

This sounds like a stuck port. All my ports have been done in minutes the longest taking 30 minutes out of the 8 I have done to PM. Unfortunately your message probably got the MODS after they have left for the day and currently it is around a 48 hour return time.

I would put your previous providers SIM back in as I bet it will still be working as that way you will still receive your calls and if it stops working that is when the port has been completed.

Re: Cannot receive calls

will13am — Thu, 13 Sep 2018 05:38:05 GMT

@RobertQc wrote:
@kpwalia wrote:
Ported in the morning around 0900am. Can make calls but cannot receive it. Sent Private Message also 3 hours ago. no reply.
When you just ported, it takes time, every hour or so remove your battery / restart your phone. It can take time on your first port over and there can be weird issues for a short period of time.

If the issue continues you may have a partially completed port but most often ports just take a bit longer. One of the moderators can take a look, see if they need to do something to move it along you already sent them a message so you will just have to wait for that.

I know it can be a little frustrating to wait but they will get back to you asoon as they can between Monday-Friday 9am-9pm (EDT) and Satuday-Sunday 9AM-7:30PM (EDT)

For more information about contacting a moderator Click Here

Robert you do realize unless the phone is like 6 years old, it is likely a battery pull is not possible.

Re: Cannot receive calls

kpwalia — Fri, 14 Sep 2018 01:36:09 GMT

It is almost 24 hours. No repy. How long it is going to take.

Re: Cannot receive calls

popping — Fri, 14 Sep 2018 01:41:59 GMT

@kpwalia wrote:
It is almost 24 hours. No repy. How long it is going to take.

Offical moderator response time is up to 48 hours.

Re: Cannot receive calls

kpwalia — Mon, 17 Sep 2018 13:27:21 GMT

Last reply on friday Moderator asked me he can assign me new #. I said please assign me new #, It has been more than 24 hours since then, no reply from your side. I sent message on saturday evening also no reply. Do I have to wait for 48 hrs after each query. If I cannot get ported , assign me the no when I signed the Public Mobile.

I know you are busy but does not mean I have to wait for 48 hrs for each reply. If some body wants to have look please.

Very frustrating.

Re: Cannot receive calls

Dunkman — Mon, 17 Sep 2018 13:43:32 GMT

@kpwalia

Sorry to hear about your troubles. The moderators do work on weekend, but shorter hours and probably lower staff levels. Hopefully, you will get a response later today.

However, in the self -service account, you also can attempt to try to get a new number.

Choose Plan and add ons tab, then Change phone number tab, then pick Select a new number.

You should know that if you get a new number, your old number will be lost. I wonder why the moderator could not complete the port?

Re: Cannot receive calls

kpwalia — Mon, 17 Sep 2018 14:50:48 GMT

I tried selecting new number did not let me choose new number says ..failed. Moderator offered me on friday around 0730pm evening to get new number, I said fine but since then no reply. About porting I cancelled day before so it cannot be ported. But I should get a new number or the number when i signed public mobile.