topic Unable to receive phone calls in Get Support

Unable to receive phone calls

Sdouglass — Wed, 05 Jan 2022 06:52:46 GMT

Hello!

I have been registered with publicmobile since September 12th 2018. I inserted my activated simcard on september 18th and am still not able to receive any phone call or texts. My data plan is working though. In my plan I do have canada-wide calling and international texts. I am extremely frustrated as my grandfather is in hospital and I'm unable to recieve any information. I hope this can be resolved as I've payed for 90 days of service and haven't recieved proper network service yet.

Re: Unable to receive phone calls

KMG — Fri, 21 Sep 2018 19:54:29 GMT

Have you tried inserting the SIM into another phone to see if it works? That would help determine if it's a problem with your account or with your phone.

Re: Unable to receive phone calls

Sdouglass — Fri, 21 Sep 2018 20:00:48 GMT

I unfortunately don't have another phone. Would removing and re-inserting it make a difference?

Re: Unable to receive phone calls

KMG — Fri, 21 Sep 2018 20:07:59 GMT

Trying powering off and back on again. Sometimes a simple reset fixes it.

If not, you may need to contact the Moderator Team for them to look into it.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/251759

Re: Unable to receive phone calls

popping — Fri, 21 Sep 2018 20:23:36 GMT

@Sdouglass

Did you get a new number from PM or port a number from other provider?

If you get a phone number from PM, you need to send a private message to moderator for help. The wait is up to 48 hours.

If you had initiated porting a number to PM during activation, you can continue to use your old SIM card until it is completely dead. Then, your number is completely ported to PM and start using your PM SIM card.

If you have been waiting over 1 day for the port to complete, you should send a private message to moderator for help.

Click the following link to send a private message to Community Moderators to ask for help.
Please include your PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

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

Community Moderators are available from:
Monday to Friday from 9am (EDT) to 9pm (EDT)
Saturday and Sunday from 9am (EDT) to 7:30pm (EDT)

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

Re: Unable to receive phone calls

stonechucker — Fri, 21 Sep 2018 22:02:22 GMT

What is the exact make and model of your phone? There is a slight chance it may not be compatible for voice if it doesn’t have the correct 3G frequencies. If this is an older phone with 2G service, that will not work on this network, as Telus ( and Bell) do not have 2G service.

Rogers still has 2G service if this is the issue,

Re: Unable to receive phone calls

Jarvar — Fri, 21 Sep 2018 22:23:51 GMT

@Sdouglass

I recommend you contact the moderator team like @KMG suggested. When I helped a family member sign up with Public Mobile they were unable to receive phone calls until the moderator team resubmitted a request on their end.

I got data and text messaging working on the new SIM, so I assumed calls were working. It wss a simple fix on their end.

Also welcome to Public Mobile and I am sorry to hear about the trying times you may be going through at the same time.

Re: Unable to receive phone calls

Jarvar — Fri, 21 Sep 2018 22:26:39 GMT

@Sdouglass

I apologize I did not see that @popping also provided some more detailed useful information for you to follow as well. I would suggest you try that as well.

Re: Unable to receive phone calls

Sdouglass — Fri, 21 Sep 2018 22:29:14 GMT

The phone is a google pixel (not the 2nd edition) and it did come from rogers.

Re: Unable to receive phone calls

Jarvar — Fri, 21 Sep 2018 22:37:55 GMT

@Sdouglass

Do you know if the phone is unlocked? It’s weird because some of the other services are working, but it would be good to rule out any other complications. Did you check if your phone would work with Public Mobile? They have a rudimentary checker here

https://www.publicmobile.ca/en/on/get-started

The phone I activated was also from Rogers originally, but it was a really old phone that was already unlocked.