topic Problem with texts/calls not going through in Get Support

Problem with texts/calls not going through

Rainbowclaw — Wed, 05 Jan 2022 17:28:42 GMT

Hi everyone! I'm a new user of PM. I followed all the directions to activate my SIM and I thought everything worked. I have sent and received texts and I have had a successful outgoing call. Somehow, though, not all of my outgoing texts are received and I have not received most incoming texts. This morning someone attempted to call me 3x and none of them came through. What should I do?

Re: Problem with texts/calls not going through

shep22 — Tue, 11 Aug 2020 13:56:34 GMT

@Rainbowclaw hi try putting your phone in airplane mode for 5 minutes then restart and disable airplane mode

Re: Problem with texts/calls not going through

RossN — Tue, 11 Aug 2020 13:58:07 GMT

@Rainbowclaw wrote:
Hi everyone! I'm a new user of PM. I followed all the directions to activate my SIM and I thought everything worked. I have sent and received texts and I have had a successful outgoing call. Somehow, though, not all of my outgoing texts are received and I have not received most incoming texts. This morning someone attempted to call me 3x and none of them came through. What should I do?

@Rainbowclaw hello try doing a network reset have a great day

Re: Problem with texts/calls not going through

darlicious — Tue, 11 Aug 2020 14:05:43 GMT

@Rainbowclaw

If its been more than three hours your port us stuck. Click onbthe (?) At the bottom right corner of your screen and submit a ticket via simon. Type port stuck then human and follow the prompts to submit your ticket. Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times.

Edit: Did you port your number in? If no then follow the same instructions to contact the moderators if troubleshooting doesnt work ...just change the subject line.

Re: Problem with texts/calls not going through

gblackma — Tue, 11 Aug 2020 14:02:50 GMT

@Rainbowclaw try the lost stolen trick to reset your service. 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.

If it fails, your sim maynot have provisioned properly. Contact the moderators and ask them to fix it for you.

There are 2 ways to contact the Moderator Team:

Faster response- 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.
Slower- 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.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Welcome to PM.

Re: Problem with texts/calls not going through

Rainbowclaw — Tue, 11 Aug 2020 15:04:05 GMT

Thanks but no luck

Re: Problem with texts/calls not going through

Rainbowclaw — Tue, 11 Aug 2020 15:04:47 GMT

Contacted mods but will try this if I don't hear back soon.

Re: Problem with texts/calls not going through

darlicious — Tue, 11 Aug 2020 15:09:23 GMT

@Rainbowclaw

Using the lost/stolen feature might work as it sounds like your sim did not provision correctly. It is likely that only a moderator can fix this issue. Service times were very fast yesterday. Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times.