topic Re: I can text but not call in Get Support

I can text but not call

Rolly80 — Wed, 05 Jan 2022 15:24:32 GMT

Hi. If you forget to make a payment and have a suspended account for 2 days make a payment and still can't call the next day, what can I do? An account goes into suspension for 90 days but once a payement is made and accepted it should return to normal.

Re: I can text but not call

Dunkman — Fri, 17 Apr 2020 14:20:47 GMT

@Rolly80

You are correct. If you pay your account, it should start working again. In your self service account, is your account status active or suspended? Does data work?

Maybe try rebooting your phone. Toggle airplane mode on, then off. Network reset.

Re: I can text but not call

computergeek541 — Fri, 17 Apr 2020 14:20:50 GMT

@Rolly80 Since text messaging is working, that would indicate that yout account isn't suspended. Nothing should work while in suspension.

Re: I can text but not call

geopublic — Fri, 17 Apr 2020 14:23:41 GMT

Hi. If you forget to make a payment and have a suspended account for 2 days make a payment and still can't call the next day, what can I do?

Try the following to get plan re-activated again. (Just keep going down the list)

Restart your phone
Lost/Stolen trick
wait a couple of minutes and then declare your phone found by using the same steps from above and restart your phone.
Add $1 to your account funds

If none of the above methods work submit a ticket to the Moderator Team for help.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking here or the icon (bottom right of your screen).

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.

Please note that account verification may be required when contacting the Moderator Team

Re: I can text but not call

kselmak — Fri, 17 Apr 2020 14:27:05 GMT

@Rolly80

Can you restart your phone?

If it's suspended nothing works except calls to 611

You may have to contact moderates to reprovision your account

https://publicmobile.ca.ada.support/chat/ if restart doesn't work.

One more thing to call you need 3g, make sure your phone (if new or direct phone than before) can use 850 and 1900 MHz on 3g our that you didn't force 4g only

Re: I can text but not call

Naepalm — Fri, 17 Apr 2020 14:25:26 GMT

@Rolly80 wrote:
Hi. If you forget to make a payment and have a suspended account for 2 days make a payment and still can't call the next day, what can I do? An account goes into suspension for 90 days but once a payement is made and accepted it should return to normal.

@Rolly80 you may need to wait a couple of days. Do you know if your plan has calling minutes? Seems like it doesn't if you can text but not call.

You can ask for help through SIMon on the get help page is says, "You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume." So unless your previous didnt have talk time it should resume working. Also a good idea is to check your self serve account and see if it shows active: https://selfserve.publicmobile.ca/

Last resort is to contact MODS if none of that works.

The Public Mobile Moderator Team

If the Community is stumped by your question or if you have an account-specific issue, then it’s time to contact our super-knowledgeable Moderator Team.Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, Simon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Have an amazing day!

Re: I can text but not call

gblackma — Fri, 17 Apr 2020 14:44:01 GMT

@Rolly80 Try these tricks to restart your phone service. You could try in order:
1. Restarting your phone. Turn your phone off, wait 30 seconds and restart.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.
3.From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.
4. Add a one time payment and of $2 To your account and restart your phone .

If they fail, ask the moderators to reset your service. Stay safe. Also, are you getting a message when your call fails? Thanks.

Re: I can text but not call

Staliger — Fri, 17 Apr 2020 15:14:50 GMT

@Rolly80 So you paid for your plan now, right? Do you see Reactivation button in your account? Try to turn off you phone, wait for a min, and turn on. Or enable Fly mode for some time. Or take out SIM for a bit. Should help.

Re: I can text but not call

Rolly80 — Fri, 17 Apr 2020 15:58:53 GMT

Correction. Its moms phone and she got a text from public mobile for a 6 digit verification code while I was playing with her account. Texting does NOT work. My bad. No data or cel service works.

Re: I can text but not call

JoyLuck — Fri, 17 Apr 2020 16:01:45 GMT

@Rolly80 wrote:
Correction. Its moms phone and she got a text from public mobile for a 6 digit verification code while I was playing with her account. Texting does NOT work. My bad. No data or cel service works.

If you continue to have problems contact a moderator:

Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5 Then choose “No, I want a human”

Step 6 Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time

Re: I can text but not call

Triguy — Fri, 17 Apr 2020 16:02:03 GMT

Submit a ticket to a moderator by clicking on the question mark on the bottom right.

Re: I can text but not call

Rolly80 — Fri, 17 Apr 2020 16:02:22 GMT

Correction. Its moms phone and she got a text from public mobile for a 6 digit verification code while I was playing with her account. Texting does NOT work. My bad. No data or cel service works. I tried the lost and stolen and payed 1 dollar, also reboot, airplane mode now just trying to teach her how to remove the sim card. You all are a great help. Ill also try as suggested in one post resetting the network.

Hope it works.