topic Re: I can make calls and send messages, but I can't get calls or messages. in Get Support

I can make calls and send messages, but I can't get calls or messages.

sorindicu — Thu, 06 Jan 2022 07:21:48 GMT

Re: I can make calls and send messages, but I can't get calls or messages.

esjliv — Tue, 23 Mar 2021 01:39:26 GMT

@sorindicu ,

Try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reboot your phone again

Check to see if you have Do Not Disturb on ?

Re: I can make calls and send messages, but I can't get calls or messages.

RosieR — Tue, 23 Mar 2021 01:43:52 GMT

Hi @sorindicu did you just activate a sim card and ported your number from another provider?

If this is the case, then your porting is not complete. Continue using your old sim card until it stops working, which means your port is complete.

If that is not the case, please following the suggestions above by @esjliv .

Please keep us updated. Thanks in advance

RosieR

Re: I can make calls and send messages, but I can't get calls or messages.

sorindicu — Tue, 23 Mar 2021 01:57:21 GMT

Hi there,

when I remove the SIM card, the phone should be Off?

thanks!

Sorin

Re: I can make calls and send messages, but I can't get calls or messages.

mm80 — Tue, 23 Mar 2021 02:00:56 GMT

@sorindicu

You are porting? You replied to the text message to approve the port?

Re: I can make calls and send messages, but I can't get calls or messages.

sorindicu — Tue, 23 Mar 2021 02:03:40 GMT

I've been with Public for 6 months already. Beginning with this morning, I can make calls and send messages, but not receive any calls or messages.

Re: I can make calls and send messages, but I can't get calls or messages.

mm80 — Tue, 23 Mar 2021 02:08:07 GMT

@sorindicu It sounds like you need a moderator. Click on the chat symbil to open a ticket.

Re: I can make calls and send messages, but I can't get calls or messages.

hTideGnow — Tue, 23 Mar 2021 02:08:42 GMT

@sorindicu wrote:
I've been with Public for 6 months already. Beginning with this morning, I can make calls and send messages, but not receive any calls or messages.

Try to take turn off the phone, then take the SIM out for a min and reinsert and power up the phone.

It happens to me once, too.

Re: I can make calls and send messages, but I can't get calls or messages.

sorindicu — Tue, 23 Mar 2021 02:09:50 GMT

I already talked to Jorge, but after 2 hrs, still can't receive anything, now he's gone, not responding anymore.

Re: I can make calls and send messages, but I can't get calls or messages.

mm80 — Tue, 23 Mar 2021 02:11:03 GMT

@sorindicu Moderator hours are over today. Look for a message in the morning.

Re: I can make calls and send messages, but I can't get calls or messages.

dabr — Tue, 23 Mar 2021 02:13:10 GMT

@sorindicu wrote:
I've been with Public for 6 months already. Beginning with this morning, I can make calls and send messages, but not receive any calls or messages.

@sorindicu Yes turn off your phone before removing the SIM, wait a couple of mins then insert your SIM back in your phone and restart your phone.

If non of the suggestions work you might need to contact moderators either via chatbot and follow prompts here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or private message Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Is your payment up to date? If it is try the lost/stolen trick, log into your account, select Plans/Add-on tab, then Phone Lost/Stolen, Suspend service, log out and after couple of mins log back in and Resume service and restart your phone.

Re: I can make calls and send messages, but I can't get calls or messages.

HALIMACS — Tue, 23 Mar 2021 02:22:37 GMT

@sorindicu

Try this step-by-step troubleshooting:

Make sure airplane mode is off
Power OFF your device, wait 1 minute, turn on and check for signal bars
Check on account self-serve that your account status is Active
Make sure you’re in a covered area and there are no cellular outages
Change Wi-Fi calling preferences to Cellular Preferred or Cellular Only
Set network mode to Auto
Reset network settings

Re: I can make calls and send messages, but I can't get calls or messages.

Dunkman — Tue, 23 Mar 2021 02:23:17 GMT

@sorindicu

You can also try a network reset on your phone.

Try also to put your PM Sim card in another phone. This helps determine whether hardware setup issue versus Public mobile service problem.

Re: I can make calls and send messages, but I can't get calls or messages.

darlicious — Tue, 23 Mar 2021 03:34:18 GMT

@sorindicu

Are your calls going to voicemail? If not and/or the following suggestions already mentioned do not resolve the issue then your sim card may need reprovisioning or your account reset by the moderators.

Removing the sim. Waiting at least 5 min. Reseating the sim. Powering on the phone.
Toggling airplane mode on/off.
Suspending your service via lost/stolen and rebooting.

Try sending another private message to the moderators. If @Andu_S sees you are online when he comes on shift around midnight est he may reply to your message and offer some late night assistance.

Keep in mind if you suspended your service via lost/stolen this will cause any rewards you have to not apply upon renewal. You will have to contact the moderators afterwards to apply them manually.

Re: I can make calls and send messages, but I can't get calls or messages.

Hoangnam — Tue, 23 Mar 2021 04:17:45 GMT

I have the same problem, i did buy a new sim card then I want to keep my old number and I did type the number into the box then now it still can make a call, messages and receive message but no one can call that number.

Re: I can make calls and send messages, but I can't get calls or messages.

Anonymous — Tue, 23 Mar 2021 04:28:52 GMT

@Hoangnam : This does not sound like the same problem. If you've gone about buying a new SIM then you are up against a different problem.

To keep your account and number, you will need to contact the moderators to get them to change the SIM for you.

@darlicious : As a possible further consequence of the removing of the change sim function, I wonder if some customers are trying to in effect newly activate another account using the SIM they bought motivated by not being able to change the SIM themselves...maybe. More outrage fodder for you to enjoy. 🙂

Re: I can make calls and send messages, but I can't get calls or messages.

albertyu — Tue, 23 Mar 2021 17:50:17 GMT

I have had this exact issue happen to me yesterday and after looking all over the forums this is what fixed it:

1. Message MOD team or submit a ticket using message bubble bottom right and let them know about your service is able to make outbound calls/text but not received inbound calls/text

2. Ask them to "refreshed the network" for you, and wait for a bit (~1hr) and you should be able to receive calls now.

3. If it still doesn't work try to insert your SIM into another phone and trying receiving a call again from another device.

Hope this helps :). Public Mobile should really look into getting this fixed.

Re: I can make calls and send messages, but I can't get calls or messages.

darlicious — Tue, 23 Mar 2021 18:04:15 GMT

@albertyu

Thanks for sharing what the moderators did to fix your issue. I wonder if "refreshing the network" and "resetting the account" amount to the same thing along with "reprovisioning the sim" or if they are actually different fixes for slightly different problems?

Re: I can make calls and send messages, but I can't get calls or messages.

sorindicu — Tue, 23 Mar 2021 19:09:46 GMT

I tried all your suggestions and still not working.

It must be the Public network, because I can get calls and messages thru Whats-App with no issues.

The moderators are just answering once, asking for information , after sending back what they are asking for, total silence!

This is the second day without any answer or fix for the issue .

If this is the way to get something back, better leave Public mobile!

Sorin

Re: I can make calls and send messages, but I can't get calls or messages.

darlicious — Tue, 23 Mar 2021 19:26:54 GMT

@sorindicu

Your WhatsApp is working because its using either wifi or your mobile data ( that's working?) Only the moderators can fix this for you. If you get a different moderator they may ask that you reverify the account which can be annoying and ask you the same questions about your issue again (also annoying!) Try to answer in a timely manner and tell the moderator they need to reset your account, reprovision your sim card and/or refresh your network (courtesy of @albertyu ).

If none of these things work from the moderators side of things you could ask them to have the tech team look into it.....but this will not solve your problem right away so not a very acceptable solution. And I would say it is then likely your sim card is failing. Purchase a new sim card ( do not activate it) then contact the moderators to change the sim number in your account and ask for a credit equal to the cost of the sim card to be added to your account