topic Re: Critical issue still not resolved ... impacting receiving phone calls from doctors and hospital in Get Support

Missed important phone calls from doctor , because service is not working for incoming calls

Fchn292pm — Thu, 06 Jan 2022 06:58:36 GMT

having problem and can’t receive incoming calls. Calling out is ok.

As I’m taking care of my farther who is going through treatment , a lot of the communities with doctors and nurses are done by phone communication instead of in-person .Have missed important phone calls and doctor can’t call to discuss .

unstable service causes serious issues, in this case, life and health .

Ive tried ‘trouble shooting solutions ‘ but not working. Submitted a ticket and the turn around time to get some agent contacting me is 48 hours !!!

Re: Missed important phone calls from doctor , because service is not working for incoming calls

kb_mv — Thu, 04 Feb 2021 00:35:15 GMT

@Fchn292pm wrote:
having problem and can’t receive incoming calls. Calling out is ok.
As I’m taking care of my farther who is going through treatment , a lot of the communities with doctors and nurses are done by phone communication instead of in-person .Have missed important phone calls and doctor can’t call to discuss .
unstable service causes serious issues, in this case, life and health .
Ive tried ‘trouble shooting solutions ‘ but not working. Submitted a ticket and the turn around time to get some agent contacting me is 48 hours !!!

@Fchn292pm Are you a new customer who just ported in a number from someone else? If so:

There is a relatively new procedure introduced by all cell companies to prevent fraudulent ports. You will receive a text SMS from your provider asking you to authorize the port. You have 90 minutes to reply. If you did not receive the SMS for whatever reason you can call 1-*** and have them fix the port. If you answered the SMS it can take a few hours for the port to complete. You can continue using your old sim until it stops working. Then insert your PM sim and you should be good to go.

Here is a link to a Public Mobile page on porting that may be useful:

https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Re: Missed important phone calls from doctor , because service is not working for incoming calls

Fchn292pm — Sat, 30 Jan 2021 21:51:21 GMT

No, I’ve been using public mobile and the same number for a year now

Re: Missed important phone calls from doctor , because service is not working for incoming calls

cin7 — Sat, 30 Jan 2021 21:52:43 GMT

Try restarting your phone, or do a factory reset.

Re: Missed important phone calls from doctor , because service is not working for incoming calls

kb_mv — Sat, 30 Jan 2021 21:54:19 GMT

@Fchn292pm wrote:
No, I’ve been using public mobile and the same number for a year now

@Fchn292pm Maybe a network reset if you haven't tried that. Barring that if you have tried all the other trouble shooting tips you need to wait for a mod to get back to you. Try using TextNow and forward your PM number to it in the meantime. It uses data and is free.

Re: Missed important phone calls from doctor , because service is not working for incoming calls

esjliv — Sat, 30 Jan 2021 22:07:59 GMT

HI @Fchn292pm ,

Can you try putting your Public Mobile SIM into another compatible phone to see if you are having the same issues? This will rule out a phone issue.

Re: Missed important phone calls from doctor , because service is not working for incoming calls

Fchn292pm — Sat, 30 Jan 2021 22:40:04 GMT

A SIM card reset on the system side resolved the issue. Thanks

Re: Missed important phone calls from doctor , because service is not working for incoming calls

sunflowershine — Sat, 30 Jan 2021 23:56:39 GMT

@Fchn292pm Is it possible that you have blocked those numbers?

Re: Missed important phone calls from doctor , because service is not working for incoming calls

TheGx — Sun, 31 Jan 2021 00:29:37 GMT

@Fchn292pm :That good it all fixed now, so you had to contact the Moderator Team to reset your SIM card?

Re: Missed important phone calls from doctor , because service is not working for incoming calls

Fchn292pm — Sun, 31 Jan 2021 19:55:28 GMT

The issue is not resolved!

The receipt of incoming calls functioned after a reset on the system side yesterday.

Yet today it stopped working again! And I don’t know when it stopped working and what calls have been missed !

Re: Missed important phone calls from doctor , because service is not working for incoming calls

esjliv — Sun, 31 Jan 2021 20:21:56 GMT

@Fchn292pm wrote:
The issue is not resolved!

The receipt of incoming calls functioned after a reset on the system side yesterday.

Yet today it stopped working again! And I don’t know when it stopped working and what calls have been missed !

Hello @Fchn292pm ,

Have you tried your SIM in another compatible phone to see if this continues to happen?

Also, try cleaning the SIM and inside he SIM slot. There could be the slightest debris disrupting service. If the inside is not making proper contact to where it should maybe an adjustment (remove and replacing may help).

"To clean the sim tray, put some isopropyl (alcohol) on a lightly bristled toothbrush and gently rub this into the slot. If you have a can of compressed air to hand, blow this directly into the slot to remove any dirt or dust that has nestled."

See here for some tips:

https://www.wikihow.com/Clean-a-SIM-Card

It is possible something is off when the SIM card. They sometime do become duds, but I hear this is rare.

Re: Missed important phone calls from doctor , because service is not working for incoming calls

Anonymous — Sun, 31 Jan 2021 20:23:45 GMT

@Fchn292pm : Maybe coincidentally have a look at the registered SIM # on the account with the actual one in the phone. Are they the same?

Re: Missed important phone calls from doctor , because service is not working for incoming calls

Fchn292pm — Mon, 01 Feb 2021 02:10:43 GMT

I double if the problem is with the phone or SIM card .

The problem is with receiving calls. It’s functioning ok with calling out.

And the way it was fixed yesterday was, to reset from the system . So....most probably , something with the system

Re: Missed important phone calls from doctor , because service is not working for incoming calls

LoreckAvery — Mon, 01 Feb 2021 04:15:50 GMT

Hi!!

I went thru this EXACT issue and it was my dr that couldn’t get thru either. Was a public customer for 2 years. After dealing with public, Telus and Apple (I have an iPhone 8plus) the issue is 100% that public seems to send phone calls on 3G and my “smart” phone isn’t smart enough to switch from LTE for talk and receiving calls! Force your phone to 3G it fixed my issue after MONTHS of trouble shooting ☹️

Critical issue still not resolved ... impacting receiving phone calls from doctors and hospital

Fchn292pm — Mon, 01 Feb 2021 15:47:18 GMT

The call receiving function has been having problem for three days .

Each time , moderator did a reset on my profile and it work for a short period of time , and then can’t receive calls again !!!

not only frustrating , but also dangerous. Family member has life threatening health issue and now can’t receive phone calls from doctors and hospital !!

Moderator,

1. Please get your team manager to contact me ( let me know their phone number for me to call out ) this issue has to be resolved as soon as possible, otherwise , this will be reported to the appropriate authorities

2. Don’t move or lock the posting

this issue is not resolved and

the process of this issue will benifit other users

Re: Critical issue still not resolved ... impacting receiving phone calls from doctors and hospital

Triguy — Mon, 01 Feb 2021 15:59:27 GMT

You need to submit a ticket to a moderator.

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.

Re: Critical issue still not resolved ... impacting receiving phone calls from doctors and hospital

NDesai — Mon, 01 Feb 2021 15:59:40 GMT

@Fchn292pm What about text or data services? Are you only having issues with receiving calls? Not sure what could be wrong, but only moderators can help you resolve this so please reach out to them again and lets see this time they do a closer look.

Re: Critical issue still not resolved ... impacting receiving phone calls from doctors and hospital

kb_mv — Mon, 01 Feb 2021 16:04:33 GMT

@Fchn292pm There is no phone number for you to call, nor is there someone who will reach out to you. You need to follow through with the process you are unfortunately familiar with. If your data works or you have wifi, I would add Textnow (free) to your phone/computer then forward your PM number to it until you get this sorted out. At least you will still receive important phone calls.

Re: Critical issue still not resolved ... impacting receiving phone calls from doctors and hospital

Fchn292pm — Mon, 01 Feb 2021 16:13:05 GMT

What is TextNow ?

what functions doesn’t it have ?

Text ? Voice calling ?

Please add it

Re: Critical issue still not resolved ... impacting receiving phone calls from doctors and hospital

Fchn292pm — Mon, 01 Feb 2021 16:14:24 GMT

3 tickets have been raised , because of this issue