topic Re: New User Dialling Issue in Get Support

New User Dialling Issue

Woomera — Thu, 06 Jan 2022 07:14:20 GMT

Just signed up a new Public subscbriber . Phone number seems to have ported successfully.

Text works fine ...she can call me , but when I dial her number I get " The customer you are calling is unavailable at the moment ..please try again later " ...to be honest , it sounds like her old provider , Rogers ? We haven't set up voicemail on Public but I confirmed with her that when I dialled , her phone did NOT ring . Any help appreciated . TIA

Re: New User Dialling Issue

esjliv — Mon, 09 Oct 2023 12:40:55 GMT

@Woomera wrote:
Just signed up a new Public subscbriber . Phone number seems to have ported successfully.
Text works fine ...she can call me , but when I dial her number I get " The customer you are calling is unavailable at the moment ..please try again later " ...to be honest , it sounds like her old provider , Rogers ? We haven't set up voicemail on Public but I confirmed with her that when I dialled , her phone did NOT ring . Any help appreciated . TIA

@Woomera - Welcome "New Subscriber"!

If you just ported your phone number from another cell provider it could take a few hours to complete the port. Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

If you ported from a landline it could take up to 7 days to complete.

Make sure you do not cancel your previous provider's services until the port is complete.

Incoming calls are usually the last to port over.

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

If it takes more than 4 hours call the Porting Team

Re: New User Dialling Issue

will13am — Thu, 04 Mar 2021 00:55:02 GMT

@Woomera , your number port did not succeed. What is happening is you are not using your Rogers SIM card and calls are still going to that number which is not connected to the network and thus the customer is unavailable notification. Please review and follow the steps required to recover the number port. Good luck and welcome to Public Mobile

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

Re: New User Dialling Issue

Woomera — Thu, 04 Mar 2021 01:35:29 GMT

Thankyou ...I believe you are correct ...will review the link you posted . We joined Public on Sunday hopefully allowing enough time for the port as it expires with Rogers tomorrow I believe ? Can I just request a new Public number instead ?

Re: New User Dialling Issue

HALIMACS — Thu, 04 Mar 2021 01:40:07 GMT

Yes you can, @Woomera

You can change your phone number once every 30 days after you have activated. To change or transfer your number after activation, go to your Self Serve Account here and:

Select the “Plans and Add ons” tab
Click on “Change Phone Number”
Then, you can choose to select a new phone number

Re: New User Dialling Issue

Woomera — Thu, 04 Mar 2021 01:42:29 GMT

I think that might be the easiest option . The original Rogers account was not set up properly although we DID have the correct PIN ( but no other information ). I thought it might cause a problem . I'm familiar with the CHANGE NUMBER screen in Public ...if that will work , it will be our easiest fix ...Should I try or will the failed porting cause a problem ? Thankyou

Re: New User Dialling Issue

esjliv — Thu, 04 Mar 2021 01:45:27 GMT

@Woomera wrote:
Thankyou ...I believe you are correct ...will review the link you posted . We joined Public on Sunday hopefully allowing enough time for the port as it expires with Rogers tomorrow I believe ? Can I just request a new Public number instead ?

@Woomera , if this was a cell phone, that is too long.

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

1 - Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

Type "port issue"

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: New User Dialling Issue

Woomera — Thu, 04 Mar 2021 01:55:12 GMT

Tried the Chatbot but didn't get a prompt to contact a Moderator , so send an email msg. Awaiting reply . Thanks for the help

Re: New User Dialling Issue

HALIMACS — Thu, 04 Mar 2021 01:56:22 GMT

@Woomera

If you're not attached to your prior number that you were trying to port, I would go ahead and try the Change Number option.

One and done.

Re: New User Dialling Issue

RosieR — Thu, 04 Mar 2021 03:51:20 GMT

@Woomera wrote:
Just signed up a new Public subscbriber . Phone number seems to have ported successfully.
Text works fine ...she can call me , but when I dial her number I get " The customer you are calling is unavailable at the moment ..please try again later " ...to be honest , it sounds like her old provider , Rogers ? We haven't set up voicemail on Public but I confirmed with her that when I dialled , her phone did NOT ring . Any help appreciated . TIA

Hi @Woomera log in your self serve account. Click the Plan anad Add-Ons tab. If you see the number you are porting there, then Public Mobile has already assigned that number to your PM account. Activation complete, but porting failed. In this case, call the Port Team number provided by @esjliv here. Please note that this number is only to be used for porting problems.

Put back your old sim card in your device to receive verification text from Rogers. Use the Rogers sim card until it stops working, which means that your port is complete.

Please be sure that your Rogers account is active to port a number. If you are not that attached to your number, changing your number is the best thing to do.

Welcome to Public Mobile

RosieR

Re: New User Dialling Issue

Woomera — Thu, 04 Mar 2021 03:57:18 GMT

Thanks for the reply ...working on a solution with the Moderators

Re: New User Dialling Issue

RosieR — Thu, 04 Mar 2021 04:15:25 GMT

@Woomera wrote:
Thanks for the reply ...working on a solution with the Moderators

@Woomera wow! you got a reply from the Moderator Team already? That was really fast. Kudos to the Moderator Team! Please come back and let us know what happens.

RosieR

Re: New User Dialling Issue

CS_Agent — Thu, 04 Mar 2021 20:49:27 GMT

Woomera,

If you need assistance send private message to Moderator_Team and provide details about the issue.

Public Mobile

Re: New User Dialling Issue

Woomera — Fri, 05 Mar 2021 00:16:54 GMT

Many thanks to the Moderators for all their help . Battling with try to port the number from the previous provider was too difficult ( their fault , not ours ) ...just easier to go with a new number ( which was my first thought anyway ) . Everyone was super-helpful ...Public's the best !

Re: New User Dialling Issue

CS_Agent — Fri, 05 Mar 2021 00:25:09 GMT

Excellent. Enjoy Public Mobile!

Marius

PM MOD TEAM

Re: New User Dialling Issue

Rajivbhatt42 — Mon, 22 Mar 2021 17:58:15 GMT

Still not working

Re: New User Dialling Issue

Anonymous — Mon, 22 Mar 2021 18:14:35 GMT

@Rajivbhatt42 : Are you Woomera? What's still not working? This is a solved thread. So that Woomera doesn't keep getting notifications perhaps you could make a new thread and add more details of what the problem is.