topic Re: I ported a number from speakout, voice and data not working in Get Support

I ported a number from speakout, voice and data not working

Revvd — Wed, 05 Jan 2022 09:43:50 GMT

HI i successfully ported a number from Speakout, and made a successfull call last night. Today, i tried calling someone and got a voice message saying my plan does not have voice...i checked my plan online and both voice and data are active. Please help!

Re: I ported a number from speakout, voice and data not working

hycm53 — Fri, 03 May 2019 00:26:08 GMT

@Revvd wrote:
HI i successfully ported a number from Speakout, and made a successfull call last night. Today, i tried calling someone and got a voice message saying my plan does not have voice...i checked my plan online and both voice and data are active. Please help!

What plan do you have? You may used up calling minutes if your plan is $10 for 30 days.

Re: I ported a number from speakout, voice and data not working

Dlwalsh — Fri, 03 May 2019 00:27:55 GMT

You're having the same problem as everyone else today

This is ridiculous

Haven't heard from a Mod yet and apparently neither has anyone else

Re: I ported a number from speakout, voice and data not working

cavemantoronto — Fri, 03 May 2019 01:13:48 GMT

@Revvd wrote:
HI i successfully ported a number from Speakout, and made a successfull call last night. Today, i tried calling someone and got a voice message saying my plan does not have voice...i checked my plan online and both voice and data are active. Please help!

There are a couple of silly things that might work but I don't know why. Try the lost/stolen trick (temporarily reporting your phone as stolen), and making a $1 payment.

If you did not run out of minutes, only moderators can fix account issues. https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: I ported a number from speakout, voice and data not working

Revvd — Fri, 03 May 2019 01:18:52 GMT

Thanks Dlwalsh, I guess its good to know that at least others are in the same boat...this is my first experience with Public Mobile...so far not impressed

Re: I ported a number from speakout, voice and data not working

hairbag1 — Fri, 03 May 2019 01:29:28 GMT

@Revvd wrote:
Thanks Dlwalsh, I guess its good to know that at least others are in the same boat...this is my first experience with Public Mobile...so far not impressed

I know it's frustrating @Revvd , but once stable cell service has been established for you, you'll be glad you stayed. I've been with PM for a coupla years and these types of widespread services issues are rare.

While waiting for cell servicee, just think of all the $$$ you'll be saving by staying.

Good luck and welcome aboard.

Re: I ported a number from speakout, voice and data not working

charsi — Fri, 03 May 2019 01:35:03 GMT

Is there a page where Public Mobile advertises known network/systems issues?

Re: I ported a number from speakout, voice and data not working

Jbuss — Fri, 03 May 2019 01:50:41 GMT

The fact Public Mobile cannot and/or will not publicly acknowledge the no calling / no texting problem that is affecting many customers is totally unacceptable. I will accept no live support, I will accept no phone support but I will not accept what is essentially a denial of prepaid service without public acknowledgement of the problem on their website with regular updates.

This company is run by amateurs that know Canadians are used to being screwed over by telcos, so why bother making an effort to publicly address major outages to keep customers informed as the problem is being resolved.

Re: I ported a number from speakout, voice and data not working

Dogbert — Fri, 03 May 2019 06:58:03 GMT

@Jbuss wrote:
The fact Public Mobile cannot and/or will not publicly acknowledge the no calling / no texting problem that is affecting many customers is totally unacceptable. I will accept no live support, I will accept no phone support but I will not accept what is essentially a denial of prepaid service without public acknowledgement of the problem on their website with regular updates.
This company is run by amateurs that know Canadians are used to being screwed over by telcos, so why bother making an effort to publicly address major outages to keep customers informed as the problem is being resolved.

Contact a Mod (link).

However, to ensure everything goes smoothly; provide the mod in your private message with the following:

- your name

- account number

- phone number

It's more efficient when you provide them with all the needed information to get you back on track.

PM is an economy service and they may take upto 48 hours before responding. Telus, their flagship service has 24/7 instant support; however, it comes at a price.

We all understand your fustration, but It is understandable that economy comes with some drawbacks.

Re: I ported a number from speakout, voice and data not working

Luddite — Sun, 12 May 2019 21:44:50 GMT

@Dogbert You regularly suggest customers include their name, account number and phone number when contacting the moderators. As a security precaution, PM has requested that this no longer be included in their initial contact with the moderator team.

Re: I ported a number from speakout, voice and data not working

dabr — Sun, 12 May 2019 22:51:40 GMT

@Luddite wrote:
@Dogbert You regularly suggest customers include their name, account number and phone number when contacting the moderators. As a security precaution, PM has requested that this no longer be included in their initial contact with the moderator team.

Thanks for a really important reminder @Luddite , only wish I had remembered that for myself when contacting mod team recently where I included couple of those details in my message to them. Is there any way to have this security precaution warning in the private messaging system when someone is contacting them? My guess would be that most people may not be aware that posting these details as being a potential security risk.

Re: I ported a number from speakout, voice and data not working

hycm53 — Sun, 12 May 2019 23:13:09 GMT

@Luddite wrote:
@Dogbert You regularly suggest customers include their name, account number and phone number when contacting the moderators. As a security precaution, PM has requested that this no longer be included in their initial contact with the moderator team.

What information does moderator team need if I have problem? Will moderator team sent me email after I sent private message?

Re: I ported a number from speakout, voice and data not working

dabr — Sun, 12 May 2019 23:19:00 GMT

@hycm53 wrote:
@Luddite wrote:
@Dogbert You regularly suggest customers include their name, account number and phone number when contacting the moderators. As a security precaution, PM has requested that this no longer be included in their initial contact with the moderator team.
What information does moderator team need if I have problem? Will moderator team sent me email after I sent private message?

I think you only need to fill in the information about the issue you're having and then you will get a response from the mods asking you to verify your account throught a special link.

Re: I ported a number from speakout, voice and data not working

Luddite — Mon, 13 May 2019 01:40:22 GMT

@dabr The messaging ¨requirements¨ when private messaging the moderators were ¨invented¨ by the community as a way to facilitate dialogue between customers and moderators. PM is now actively discouraging that and asking us to simply tell customers to describe their issue when contacting the moderator team. Don´t think there´s any need to add verbage to the private messaging link, but thanks for the thought.

Re: I ported a number from speakout, voice and data not working

dabr — Mon, 13 May 2019 02:14:33 GMT

@Luddite wrote:
@dabr The messaging ¨requirements¨ when private messaging the moderators were ¨invented¨ by the community as a way to facilitate dialogue between customers and moderators. PM is now actively discouraging that and asking us to simply tell customers to describe their issue when contacting the moderator team. Don´t think there´s any need to add verbage to the private messaging link, but thanks for the thought.

@Luddite Thanks for the response/explanation. So at this point I guess the best option is to try and remind customers asking for assistance to not to provide any personal information when contacting the moderator team until the moderator sends the link to verfiy the account details.

Re: I ported a number from speakout, voice and data not working

Dogbert — Mon, 13 May 2019 04:50:19 GMT

@Luddite wrote:
@Dogbert You regularly suggest customers include their name, account number and phone number when contacting the moderators. As a security precaution, PM has requested that this no longer be included in their initial contact with the moderator team.

Thanks for the note, as I guess they've changed their policy; as per PM's help page, it seems perfectly normal practice to send this information through their messaging icon generically to the "Moderator Team".

If you need to share personal or account info, send a private message to the Moderator Team by clicking the envelope icon, then ‘New Message’, and address your message to Moderator_Team.

https://www.publicmobile.ca/en/on/get-help/articles/contact-a-moderator

Maybe you could update their help page to reflect this change.

Thank-You

Re: I ported a number from speakout, voice and data not working

dabr — Mon, 13 May 2019 18:25:09 GMT

@Dogbert The new policy and verification link is good if it prevents potential security flaws, however, if the original link hasn't been updated then it will get confusing for new and current customers. I'm wondering if PM is allocated enough resources from its parent company Telus when it tries updating to newer and safer procedures. It seems to be bit of an add hoc approach. Hopefully, updates are in the works!

Re: I ported a number from speakout, voice and data not working

daralama — Wed, 05 Jun 2019 23:35:03 GMT

I ported from Speakout wireless as well and had trouble getting data to work. ("Could not activate cellular data network"). Speakout requires that you install an APN configuration. Make sure you remove it (in Settings).

Re: I ported a number from speakout, voice and data not working

GinYVR — Wed, 05 Jun 2019 23:45:38 GMT

Hi @daralama You might want to start your own thread in the future so more people can see your issues. It depends on what phone you have, you will have to delete your Speakout APN from your phone and replace it with the APN from Public Mobile.