topic Re: Phone sporadically not receiving texts, calls, sometimes can't make outgoing calls in Get Support

Phone sporadically not receiving texts, calls, sometimes can't make outgoing calls

Minerva89 — Wed, 05 Jan 2022 22:06:54 GMT

In mid-September, I discovered that I was unable to make calls, receive calls nor receive texts. A few other users reported the same issue on reddit in the eastern Ontario and Quebec regions. Calls wouldn't even jump to my voicemail, it'd just say my line was busy. Multiple reboots of my phone did not resolve the issue. I would sporadically be able to make calls and receive texts before the problem persists.

This fixed itself a day later and seemingly, I could do all those things again. The next week, unbeknownst to me, I wasn't receiving calls, though one caller was able to leave a voicemail. I'm fairly sure I could make calls throughout the week. Today (two weeks after initial issue), I discovered in my usage log that I had been receiving texts (though incoming calls that went to voicemail are not on the log), but they never showed up on my phone. Rebooted the phone and both the voicemail and the messages came back. This seems to be a slightly different presentation as the initial problem.

Is anyone else experiencing this, and if so, does anyone have any idea what's going on?

I need my phone/text to work because I'm on-call for work, so if I can't find a solution soon, I need and will have to leave PM for a more reliable network.

Re: Phone sporadically not receiving texts, calls, sometimes can't make outgoing calls

esjliv — Tue, 29 Sep 2020 23:00:04 GMT

Hello @Minerva89 ,

Sorry to hear of these issues.

What phone do you have?
Also, when you go on your SELF SERVE account is the status ACTIVE?
And does the last four digits of your SIM card match what is says on your account, here, Under "Change Sim Card"

Does this happen if you put your SIM into another phone, when you are having issues...this would rule out your phone.

Re: Phone sporadically not receiving texts, calls, sometimes can't make outgoing calls

popping — Tue, 29 Sep 2020 23:03:49 GMT

@Minerva89

Create a support ticket to ask moderator to reset your account using this link https://publicmobile.ca.ada.support/chat/

Adding $1 to your account may trigger PM server to provision your account again.

Re: Phone sporadically not receiving texts, calls, sometimes can't make outgoing calls

esjliv — Tue, 29 Sep 2020 23:01:13 GMT

After some trouble shooting, you may want to check with the moderators to check the provisioning of your account.

To contact the Moderator_Team, there are two ways to reach them:

1-Click the question mark on the bottom right hand side of your screen to talk to SIMon the chat bot.

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

2-Contact the Moderator_Team via private message using this link.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Phone sporadically not receiving texts, calls, sometimes can't make outgoing calls

Minerva89 — Wed, 30 Sep 2020 00:10:41 GMT

First generation Pixel. Account says active and SIM card matches.

Importantly, right this moment, things work, but I have no indication as to when things don't work.

Re: Phone sporadically not receiving texts, calls, sometimes can't make outgoing calls

JoyLuck — Wed, 30 Sep 2020 00:14:48 GMT

@Minerva89 wrote:
First generation Pixel. Account says active and SIM card matches.
Importantly, right this moment, things work, but I have no indication as to when things don't work.

Use the links provided my @esjliv or @popping to contact moderators for assistance.

Re: Phone sporadically not receiving texts, calls, sometimes can't make outgoing calls

esjliv — Wed, 30 Sep 2020 00:42:24 GMT

@Minerva89 wrote:
First generation Pixel. Account says active and SIM card matches.
Importantly, right this moment, things work, but I have no indication as to when things don't work.

I was going to say to try a factory reset, but you are experiencing off and on occurrences; so, see if connecting with the PM Moderators helps with your service issues first.

Good Luck, I hope they can get you back on track!

FYI - if needed for future: How to factory reset your Google Pixel phone

Open your phone's Settings app.
Tap System Advanced Reset options.
Tap Erase all data (factory reset) Reset phone. If needed, enter your PIN, pattern, or password.
To erase all data from your phone's internal storage, tap Erase everything.
When your phone has finished erasing, pick the option to restart.
Set up your phone and restore your backed-up data. Learn how to restore data on a phone.

Re: Phone sporadically not receiving texts, calls, sometimes can't make outgoing calls

walmart3161 — Sun, 04 Oct 2020 11:57:28 GMT

Switch off your LTE mode see if that helps.
also if you have a watch that interacts with your phone make sure it’s not on silent mode. Turning your call direct to voicemail