topic Re: Cannot recieve certain texts in Get Support

Cannot recieve certain texts

PublicOwen — Wed, 05 Jan 2022 14:02:33 GMT

Hi,

Whenever certain people text me they recieve this message. They are with public mobile and I am with public mobile. I still recieve texts from other people, and this person can call me, but they cannot text me.

Re: Cannot recieve certain texts

kselmak — Wed, 15 Jan 2020 22:34:05 GMT

Very strange

Do you have one of those new area codes?

I think they should contact moderators.

They can do that by clicking on the question mark and typing human

Re: Cannot recieve certain texts

Staliger — Wed, 15 Jan 2020 22:40:13 GMT

@PublicOwen wrote:
Hi,
Whenever certain people text me they recieve this message. They are with public mobile and I am with public mobile. I still recieve texts from other people, and this person can call me, but they cannot text me.

@PublicOwenTell that person to contact moderators. He/She should click the "?" in lower right side of the page, type "contact moderator", and follow directions. OR send a message: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Cannot recieve certain texts

gblackma — Wed, 15 Jan 2020 22:49:44 GMT

Is this for all texts or just mms one. To send/receive mms texts you need to have data enabled .

Re: Cannot recieve certain texts

kselmak — Wed, 15 Jan 2020 23:15:29 GMT

@gblackma wrote:
Is this for all texts or just mms one. To send/receive mms texts you need to have data enabled .

Hi @gblackma

Regardless this shouldn't be the message that they receive back from 611. When APN is not setup correctly or data is off you just get the failed message that you can resend by tapping. This is different, just not right. Something is wrong with the friend's account or provision, mods should take a look

Re: Cannot recieve certain texts

eliza3 — Wed, 15 Jan 2020 23:30:38 GMT

Try this and moderator will solve problems within 2 hrs or so. No need to worry as they have an excellent moderator teams here.

If you are having trouble with your services, the next step is to contact a moderator. Here is the link to create a ticket through SIMon:

https://www.publicmobile.ca/en/bc/get-help -> Click on Chat with Simon- on the line "ask me something" write "moderator" -> then click on "account specific question" -> afterward click on "no, I want a human" -> finally you will see an answer "submit a ticket Click me!"

Re: Cannot recieve certain texts

CannonFodder — Wed, 15 Jan 2020 23:53:41 GMT

@PublicOwen Although I suspect this isn't the case, based on what's been said so far, but given the text in those messages, I have to ask, is that person NOT in Canada at the moment?

Re: Cannot recieve certain texts

gblackma — Thu, 16 Jan 2020 00:00:11 GMT

So, the solution could be as simple as buying a US roaming package? For the party in the US?

@CannonFodder wrote:
@PublicOwen Although I suspect this isn't the case, based on what's been said so far, but given the text in those messages, I have to ask, is that person NOT in Canada at the moment?

Re: Cannot recieve certain texts

CannonFodder — Thu, 16 Jan 2020 00:05:53 GMT

@gblackma That's KINDA what I was thinking, BUT the OP did say that person can call them, but not text, so that's what makes it kind of contradictory.....

Re: Cannot recieve certain texts

wetcoaster — Thu, 16 Jan 2020 00:16:40 GMT

@CannonFodder wrote:
@PublicOwen Although I suspect this isn't the case, based on what's been said so far, but given the text in those messages, I have to ask, is that person NOT in Canada at the moment?

nice thinking, @CannonFodder. Or, along the same lines: close to the border and the phone is trying to roam off a US tower?

Texts can be sent over LTE, whereas calls MUST use the 3G network at Public Mobile... So it could be that the phone is connecting to different towers on either side of the border for different parts of the plan?

@sheytoon, is this something that can happen, or am I just making up some crazy things?

Edit: added the LTE bit...

Re: Cannot recieve certain texts

CannonFodder — Thu, 16 Jan 2020 00:12:09 GMT

@wetcoaster wrote:
@CannonFodder wrote:
@PublicOwen Although I suspect this isn't the case, based on what's been said so far, but given the text in those messages, I have to ask, is that person NOT in Canada at the moment?
nice thinking, @CannonFodder. Or, along the same lines: close to the border and the phone is trying to roam off a US tower?

Now THAT seems like even better thinking! 👍 I've wondered about that sort of thing - when we go across the U.S. border at Sumas, WA, there's a little community(Huntingdon, BC), RIGHT up against the border, and folks there must surely have that sort of problem.... ISTR the wife's phone behaving oddly when near the border, and likely trying to connect to one of the U.S. towers.

Re: Cannot recieve certain texts

gblackma — Thu, 16 Jan 2020 00:21:12 GMT

So, turn off data roaming. That could be the problem.

@CannonFodder wrote:
@wetcoaster wrote:
@CannonFodder wrote:
@PublicOwen Although I suspect this isn't the case, based on what's been said so far, but given the text in those messages, I have to ask, is that person NOT in Canada at the moment?
nice thinking, @CannonFodder. Or, along the same lines: close to the border and the phone is trying to roam off a US tower?
Now THAT seems like even better thinking! 👍 I've wondered about that sort of thing - when we go across the U.S. border at Sumas, WA, there's a little community(Huntingdon, BC), RIGHT up against the border, and folks there must surely have that sort of problem.... ISTR the wife's phone behaving oddly when near the border, and likely trying to connect to one of the U.S. towers.

Re: Cannot recieve certain texts

wetcoaster — Thu, 16 Jan 2020 00:38:19 GMT

@CannonFodder wrote:
@wetcoaster wrote:
@CannonFodder wrote:
@PublicOwen Although I suspect this isn't the case, based on what's been said so far, but given the text in those messages, I have to ask, is that person NOT in Canada at the moment?
nice thinking, @CannonFodder. Or, along the same lines: close to the border and the phone is trying to roam off a US tower?
Now THAT seems like even better thinking! 👍 I've wondered about that sort of thing - when we go across the U.S. border at Sumas, WA, there's a little community(Huntingdon, BC), RIGHT up against the border, and folks there must surely have that sort of problem.... ISTR the wife's phone behaving oddly when near the border, and likely trying to connect to one of the U.S. towers.

Edit: Having said all that, since a) @PublicOwen has not come back to provide context or follow up with another solution that worked etc, and b) my theory might or might not be corraborated by our resident network guru sheytoon, I'll better just stop speculating...

Re: Cannot recieve certain texts

CannonFodder — Thu, 16 Jan 2020 00:34:54 GMT

@wetcoaster wrote:
I don't know how it exactly works down at Tsawwassen / Point Roberts, but the BC Ferry terminal might be close enough to the border as well?

Well, when I was using Lucky Mobile, and was at the ferry terminal, this past summer, the signal there was actually very good, and I didn't have any odd phone behaviour.....

Re: Cannot recieve certain texts

kselmak — Thu, 16 Jan 2020 01:03:51 GMT

@wetcoaster wrote:
@CannonFodder wrote:
@PublicOwen Although I suspect this isn't the case, based on what's been said so far, but given the text in those messages, I have to ask, is that person NOT in Canada at the moment?
nice thinking, @CannonFodder. Or, along the same lines: close to the border and the phone is trying to roam off a US tower?

Texts can be sent over LTE, whereas calls MUST use the 3G network at Public Mobile... So it could be that the phone is connecting to different towers on either side of the border for different parts of the plan?
@sheytoon, is this something that can happen, or am I just making up some crazy things?

Edit: added the LTE bit...

@wetcoaster

I believe they would get (many) welcome to USA roaming messages and would have suspected what the source of the problem was.

The signal would also show roaming as well, it would not be public mobile service

And good luck making a call without the package while roaming (I'm not sure about 1800 numbers though, but I doubt, just not sure)

Mods should take a look I believe

Re: Cannot recieve certain texts

wetcoaster — Thu, 16 Jan 2020 01:17:45 GMT

@kselmak wrote:
@wetcoaster wrote:
@CannonFodder wrote:
@PublicOwen Although I suspect this isn't the case, based on what's been said so far, but given the text in those messages, I have to ask, is that person NOT in Canada at the moment?
nice thinking, @CannonFodder. Or, along the same lines: close to the border and the phone is trying to roam off a US tower?

Texts can be sent over LTE, whereas calls MUST use the 3G network at Public Mobile... So it could be that the phone is connecting to different towers on either side of the border for different parts of the plan?
@sheytoon, is this something that can happen, or am I just making up some crazy things?

Edit: added the LTE bit...
@wetcoaster
I believe they would get (many) welcome to USA roaming messages and would have suspected what the source of the problem was.
The signal would also show roaming as well, it would not be public mobile service
And good luck making a call without the package while roaming (I'm not sure about 1800 numbers though, but I doubt, just not sure)
Mods should take a look I believe

Fair points. And of course it could also be a provisioning problem which would need to be sorted by the mods.

However, I made clear that this is speculation, and I tagged sheytoon (who I greatly respect for their network expertise) to shed some light into this connecting towers on both sides of the border theory (I never said they were roaming calls!).

Notifications and roaming icons could also depend on the phone (I sometimes do get a welcome to the US text whenever I'm in Sooke BC, sometimes I don't, not in the habit of changing my roaming settings...)

As I said, the op has not come back yet to provide more details.

Re: Cannot recieve certain texts

CannonFodder — Thu, 16 Jan 2020 02:06:09 GMT

@wetcoaster wrote:
As I said, the op has not come back yet to provide more details.

Seems to happen a lot.... makes me wonder if one of the posts helped diagnose the issue, or the OP didn't expect a response this quickly..... 🤔

Re: Cannot recieve certain texts

sheytoon — Fri, 17 Jan 2020 11:45:29 GMT

@wetcoaster it's really bizarre. I guess that scenario is conceptually possible, but not likely.

If the caller was registered to a US provider on LTE, they would get this message when trying to text out. If they tried to place a call, the US LTE network would instruct the phone to switch to a certain 3G frequency to make the call. If that frequency is the same as Telus, and the Telus 3G cell is the only one found by the phone, the call might go through when the phone switches back to the home network.

I really don't know if that's possible, just guessing here. I doubt this is what's actually happening. Most likely a provisioning issue with the other person's account.

We would need more info, which we are probably not going to get.

Re: Cannot recieve certain texts

Masterandy80 — Fri, 17 Jan 2020 14:36:40 GMT

Turning off roaming may not work in that case though. I always have roaming off since I work on boats that travel through US water frequently. Before I switched to PM, I was on Bell. I took a trip to one of the Gulf Islands (not even the closest one to the border!) and was merrily texting away as per usual and ended up getting dinged for US texting, despite being, you know, in Canada. The texting works separately from data or calling.

Re: Cannot recieve certain texts

wetcoaster — Fri, 17 Jan 2020 17:01:46 GMT

@sheytoon wrote:
@wetcoaster it's really bizarre. I guess that scenario is conceptually possible, but not likely.

If the caller was registered to a US provider on LTE, they would get this message when trying to text out. If they tried to place a call, the US LTE network would instruct the phone to switch to a certain 3G frequency to make the call. If that frequency is the same as Telus, and the Telus 3G cell is the only one found by the phone, the call might go through when the phone switches back to the home network.

I really don't know if that's possible, just guessing here. I doubt this is what's actually happening. Most likely a provisioning issue with the other person's account.

We would need more info, which we are probably not going to get.

Ok. Thanks for taking the time, @sheytoon !