topic Re: Emergency Alert not received in Get Support

Emergency Alert not received

Tav — Wed, 05 Jan 2022 15:07:35 GMT

Other providers on my area have sent out emergency alerts this afternoon that are specific to Newfoundland but it appears that Public did not release the same message or perhaps something is wrong with my phone?

Re: Emergency Alert not received

gblackma — Sat, 28 Mar 2020 19:18:12 GMT

@Tav, if your phone only works on 3g, and you have no 4g capability, or is set to 3g then you will receive no alerts. My mom has the same problem.

Re: Emergency Alert not received

Tav — Sat, 28 Mar 2020 19:20:47 GMT

4G mode was enabled during the time the alert was sent out.

Re: Emergency Alert not received

DOA — Sat, 28 Mar 2020 19:29:17 GMT

Search for Alerts in Settings and confirm it's switched on.

Re: Emergency Alert not received

gblackma — Sat, 28 Mar 2020 19:27:37 GMT

@Tav is the emergency alert still ongoing? Try restarting your phone. Turn it off, wait 30 seconds and restart it. Also, check your emergency alert settings on your phone. Go to settings and do a search for it. See what is enabled. It shouldn't affect how you receive it.

Re: Emergency Alert not received

Tav — Sat, 28 Mar 2020 19:34:03 GMT

All alerts are enabled. I have received alerts in the past on this phone while in the US several months ago.

Just did a restart but still nothing.

It seems to be a local alert which I guess Public Mobile doesn't do? If so they should try to fix that.

Re: Emergency Alert not received

gblackma — Sat, 28 Mar 2020 19:37:08 GMT

@Tav I'm stumped, contact a moderator and ask them. Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one (CLICK on account specific question and human and submit a ticket)
Keep an eye on the envelope top right of your screen. The mods answer will show up there.
You can also enable email notification to receive a private message notification in your email INBOX.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Re: Emergency Alert not received

Triguy — Sat, 28 Mar 2020 19:38:38 GMT

Was your phone on and data enabled when the alert was sent ?

https://www.alertready.ca/

Re: Emergency Alert not received

Tav — Sat, 28 Mar 2020 19:56:42 GMT

@Triguy Phone was on and data was enabled at the time the alert was sent.

Re: Emergency Alert not received

geopublic — Sat, 28 Mar 2020 20:03:06 GMT

@Tav wrote:
All alerts are enabled. I have received alerts in the past on this phone while in the US several months ago.

Just did a restart but still nothing.

It seems to be a local alert which I guess Public Mobile doesn't do? If so they should try to fix that.

@Tav Alerts are sent out by Telus. We did receive the Alert that was sent out to Ontario residents yesterday @ 14:00 (both French and English versions.)

Not sure why your didn't receive them. Maybe submit a ticket to PM and ask them to verify if it was sent out on their network.

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If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

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Re: Emergency Alert not received

computergeek541 — Sat, 28 Mar 2020 22:18:53 GMT

@DOA wrote:
Search for Alerts in Settings and confirm it's switched on.

On most devices by major devic manufactuers, these settings would not change anything. For the most part, disabling these settings wouldn't prevent the alerts from being received.

Re: Emergency Alert not received

computergeek541 — Sat, 28 Mar 2020 22:21:20 GMT

@Triguy wrote:
Was your phone on and data enabled when the alert was sent ?
https://www.alertready.ca/

To be receive these alerts, there is no requirement that data be enabled.

Re: Emergency Alert not received

Tav — Mon, 30 Mar 2020 00:24:15 GMT

Someone from Telus called me today and took my info for further investigation. According to the rep I was talking to they did not see any emergency alerts for that day.

I asked a few friends and two on Bell got it and one on Telus got it.

A family member who is also with Public Mobile did not get it either.

Weird indeed.

Any fellow Newfoundlanders out there that did or did not get the alert?

Re: Emergency Alert not received

sheytoon — Tue, 31 Mar 2020 22:06:25 GMT

I could be wrong, but I believe Telus has no control of this in NL. I think it's Bell's network that would receive these alerts and send them out to Bell and Telus subscribers.

Re: Emergency Alert not received

Tav — Thu, 02 Apr 2020 23:59:28 GMT

Telus called me a few times and their only explaination was that my phone must have jumped to a 3G connection while the alert was sent.

They recommended I download TWN app or some other alert app that I forget the name of now.

I cleared the cache and settings of the Android alert app thats built into Android 9. Hopefully that fixes the issue for next time.

Re: Emergency Alert not received

Pawprints1986 — Fri, 03 Apr 2020 02:00:59 GMT

The day it was issued in Ontario, granted still with koodo at the time but I was doing some backups and such, got it in English and French every time I rebooted! It's suprising you didn't get even one... With settings allowing them

Re: Emergency Alert not received

computergeek541 — Fri, 03 Apr 2020 02:02:44 GMT

@Tav wrote:
Telus called me a few times and their only explaination was that my phone must have jumped to a 3G connection while the alert was sent.

They recommended I download TWN app or some other alert app that I forget the name of now.

I cleared the cache and settings of the Android alert app thats built into Android 9. Hopefully that fixes the issue for next time.

That doesn't make that much sense. The idea to install an app that will notify you about public emergencies is a good one. However, as soon as your phone switched back to an LTE network, you should have still recevied the alert, assumign of course that it was still considered to be active.

Re: Emergency Alert not received

AE_Collector — Fri, 03 Apr 2020 14:03:33 GMT

@Tav

Obviously you received all the prior test broadcasts? I was of the impression that there are some phones that are not capable of receiving alerts. Not certain if that scenario is directly related to a phone not being 4G capable or if there are some that won't get alerts even though they are 4G capable.

AE_Collector

Re: Emergency Alert not received

Tav — Fri, 03 Apr 2020 22:13:27 GMT

I got an emergency alert today! So it appears my phone is functioning as it should be.

Not sure if it's because I cleared the alert cache or if it was because I had a 4G signal at the time.

Re: Emergency Alert not received

Pawprints1986 — Sat, 04 Apr 2020 01:03:38 GMT

@Tav alert cache? Where would you find that?