topic Re: Cannot send or receive calls. in Get Support

Cannot send or receive calls.

alicherise — Wed, 05 Jan 2022 12:38:20 GMT

Re: Cannot send or receive calls.

GR — Sat, 19 Oct 2019 01:11:00 GMT

@alicherise can you log in to her account to see if it says active on the account?

Re: Cannot send or receive calls.

alicherise — Sat, 19 Oct 2019 01:11:53 GMT

I did. It shows it is active and her SMS works.

@GR wrote:
@alicherise can you log in to her account to see if it says active on the account?

Re: Cannot send or receive calls.

GR — Sat, 19 Oct 2019 01:13:37 GMT

@alicherise if you put a 1 before the number you call would the call go thru?

Re: Cannot send or receive calls.

GR — Sat, 19 Oct 2019 01:20:34 GMT

@alicherise if that doesn't work you can try the lost/stolen phone trick. Log in to her account and click on lost/stolen and log out. Then in 5 minutes log back in and click on found and then restart the phone and if that doesn't work you'll need help from the moderators. Click here to start a conversation with Simon the chat bot and get a ticket and the moderators will get back to you usually within 48 hours but hopefully sooner to help you out!

https://publicmobile.ca.ada.support/chat/

Re: Cannot send or receive calls.

alicherise — Sat, 19 Oct 2019 01:22:54 GMT

It doesn't work to place a 1. I will try the other idea. Thanks.

Re: Cannot send or receive calls.

computergeek541 — Sat, 19 Oct 2019 01:38:54 GMT

@GR wrote:
@alicherise if you put a 1 before the number you call would the call go thru?

In cases in which a customer cannot dial out but hear a message about needing a long distance add-on or a plan not including talk, dialing a 1 before the area code doesn't fix that. Dialing the 1 only bypasses that message the alerts the user that there could be long distance charges. Telus and all Telus cellular service brands do not require customers to dial that 1 to call Canadian and U.S. phone numbers even if the call is long distance.

@alicherise I sense that this is an account specific issues, one which may only be fixable by the moderators.

Re: Cannot send or receive calls.

alicherise — Sat, 19 Oct 2019 01:42:36 GMT

Thank you. I have emailed the moderators.

@computergeek541 wrote:
@GR wrote:
@alicherise if you put a 1 before the number you call would the call go thru?
In cases in which a customer cannot dial out but hear a message about needing a long distance add-on or a plan not including talk, dialing a 1 before the area code doesn't fix that. Dialing the 1 only bypasses that message the alerts the user that there could be long distance charges. Telus and all Telus cellular service brands do not require customers to dial that 1 to call Canadian and U.S. phone numbers even if the call is long distance.

@alicherise I sense that this is an account specific issues, one which may only be fixable by the moderators.

Re: Cannot send or receive calls.

geopublic — Sat, 19 Oct 2019 01:50:01 GMT

@alicherise What type of device is it? Is it possible that it's missing the 3g bsnds? Is data working?

Re: Cannot send or receive calls.

alicherise — Sat, 19 Oct 2019 02:00:24 GMT

It is a Moto G6. Was working fine for months now it's not🤷🏻‍♀️

Re: Cannot send or receive calls.

geopublic — Sat, 19 Oct 2019 03:01:37 GMT

@alicherise wrote:
It is a Moto G6. Was working fine for months now it's not🤷🏻‍♀️

@alicherise Verify that the correct plan is showing on the selfserve account.

Make sure that in the network settings the network is NOT set to LTE only. It should be set to auto/umts/lte or similar.