topic Re: Not receiving incoming calls in Get Support

Not receiving incoming calls

dbrouillard — Thu, 06 Jan 2022 07:26:34 GMT

New account just set up on an iPhone 6. Using a new number (so not a porting issue). Able to text and to make outgoing calls. But incoming calls are not getting through. Restarted the phone several times. Did a reset of network settings... Turned off the do not disturb function... but incoming calls still ain't coming through.

Re: Not receiving incoming calls

BKNS27 — Sat, 05 Jun 2021 15:20:22 GMT

@dbrouillard

Did you Restart the phone or Power Off the phone? You need to Power Off the phone and leave off for a few minutes before Powering back on again.

It may take up to 90 minutes for service to work.

If all fails, contact a moderator by clicking on the SIMon Chat button and ask to contact a moderator or human.

Re: Not receiving incoming calls

softech — Sat, 05 Jun 2021 15:21:40 GMT

@dbrouillard how about incoming text? does that work?

Did you try reseat you SIM (power off, take SIM out, wipe it clean, put it back and powering back up)

Re: Not receiving incoming calls

BlueB — Sat, 05 Jun 2021 15:26:51 GMT

@dbrouillard

Sometimes it does take a short while for the system to recognize your new phone number for you to receive calls. Is there another phone you can try your SIM card in? This would tell us if it's your phone or your account. Are you able to receive text messages?

If your SIM works on another phone (ie. you're getting calls), then it's your phone. If you still can't receive calls, it could be an account issue. In that case, you'd need to contact a Moderator (staff) so they can double check your account: Open a ticket via SIMon chatbot (chat bubble, lower-right corner) or send them a message directly here.

Re: Not receiving incoming calls

dbrouillard — Sat, 05 Jun 2021 15:34:48 GMT

Outgoing calls are OK. But not getting incoming texts or calls... Took out the SIM card and put it back in... but that didn't fix the issue.

Re: Not receiving incoming calls

hTideGnow — Sat, 05 Jun 2021 15:35:34 GMT

I know ported number might take a bit a time for some providers to learn to route call properly. Not sure about new PM number. But I think if it was a number used before and got ported out of PM, now that it returns back to PM, maybe the same idea holds?

I would assume it would be perfect test if you have a friend on PM (or even Telus or Koodo) to call you. If they call you and your phone rings, then it will for sure be all good eventaully.

Re: Not receiving incoming calls

BlueB — Sat, 05 Jun 2021 15:37:48 GMT

@dbrouillard

Have you tried your SIM in a different phone?

Re-inserting your SIM is unlikely to change much because your phone was able to connect to the network (with your SIM) so it's likely not that. A reboot, if anything, could help, but it seems like the problem is beyond that.

There was a good suggestion by @hTideGnow to try and have somebody else on Telus/Koodo/Public Mobile to try calling you too.

Re: Not receiving incoming calls

softech — Sat, 05 Jun 2021 15:39:25 GMT

@dbrouillard how long you have activated?

As said above, i guess try friends who have different providers to call. Would be a better test if they are on PM or Telus

Also, if you are really worry, maybe open a ticket with mod first?

Re: Not receiving incoming calls

dbrouillard — Sat, 05 Jun 2021 15:46:21 GMT

The issue remains even when I try the SIM on another phone.... so either the SIM is faulty or it's a network issue...

Re: Not receiving incoming calls

softech — Sat, 05 Jun 2021 15:50:57 GMT

how long you have activated the line?

I doubt it is the SIM as it is making outgoing calls and text without issue (maybe data no issue as well)

yes, I guess you should open a ticket with Mod It did happen before that there was issue with the number they gave out (although the issues were different)

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot , then type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Not receiving incoming calls

hTideGnow — Sat, 05 Jun 2021 15:52:38 GMT

was the incoming call going into voicemail or going nowhere?

Re: Not receiving incoming calls

Dunkman — Sat, 05 Jun 2021 15:54:42 GMT

@dbrouillard

Was the other phone that you tried another iPhone or android?

Might want to try to logout of your Apple id from your phone/iMessages. Then log back in. Make sure that you choose able to be contacted by Apple id and the new PM phone number.

Re: Not receiving incoming calls

dbrouillard — Sat, 05 Jun 2021 15:57:16 GMT

It was another iPhone...

For the SMS... stays in verification mode and won't switch to Public Mobile netwok

Re: Not receiving incoming calls

dbrouillard — Sat, 05 Jun 2021 15:58:26 GMT

Nowhere... Just get a pre-recorded message to the effect I tried to reach a number that is not available for incoming calls.

Re: Not receiving incoming calls

hTideGnow — Sat, 05 Jun 2021 16:03:04 GMT

Sorry, no iphone expert and not sure if this is needed, but I see advise like this before. Did you connect your iphone to the computer. Launch iTune for update and to download carrier profile?

Re: Not receiving incoming calls

Dunkman — Sat, 05 Jun 2021 16:09:16 GMT

@dbrouillard

If possible try SIM card in an Android phone. If it works in Android phone, it is the setup issue with iPhone system. If it does not work in Android phone, then it is a Public mobile service issue and you will need to contact moderator as described above.

Check your iPhone settings and make sure that your new phone number is assigned to your apple ID/iCloud. If not assigned, sign out of iCloud and sign back in. Or as described above, connect your phone to iTunes. Might need to reconnect to apple servers.

Re: Not receiving incoming calls

BKNS27 — Sat, 05 Jun 2021 16:22:29 GMT

@dbrouillard

Is the iPhone 6 in the latest IOS 14.6? Sometimes they may affect the network connection.

Go to settings>general>software update.

Re: Not receiving incoming calls

softech — Sat, 05 Jun 2021 16:26:28 GMT

@dbrouillard wrote:
It was another iPhone...

For the SMS... stays in verification mode and won't switch to Public Mobile netwok

you meant your iPhone is not receiving verfication code for your Apple ID? Look like your carrier setting is not updated, check this:

Manually update your carrier settings on your iPhone or iPad - Apple Support

Re: Not receiving incoming calls

Anonymous — Sat, 05 Jun 2021 16:44:24 GMT

i have the same issue before a long time ago and i did the first things to iphone factory reset,

If you can't receive calls on your iPhone visit HERE

To reset your iPhone, go to Settings > General > Reset and then select Erase All Content and Settings. If you've got an iCloud backup set up, iOS will ask if you'd like to update it, so you don't lose unsaved data. i advise you to follow this advice, and tap Back Up Then Erase. if you have a photos or videos or contact number you need it to save it you know,

and one more things do you are a new Activated or existing customer !

if you do that and you try it with another device and you have a same issue i advise you to contacting to Moderator Team to the can check it for your account,

and if your friend have another sim card can you try it,
or replacement your sime card maybe the issue with it,

Only one way to you fix it explanation to moderator Team and the are nice service the will 100% help you

you have 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.
or you can send a private message to Moderator_Team by Click here.
You’ll need to be logged in to your Community account for the link to work.

In your message put it, please include.
your account number,
your phone number,
your account PIN,
explanation to them nice Team and nice service

Good Luck

Re: Not receiving incoming calls

Nezgar — Sat, 05 Jun 2021 20:07:55 GMT

First of all, I hope a ticket is in with the moderators to check/reset things on the network side.

Then I think its good to check the Do Not Disturb, Blocked Phone Numbers, and Silence Unknown Callers settings.

Lastly dial the following codes to make sure any call forwarding settings aren't inadvertently set:

##21# clear/reset unconditional call forwarding

##004# clear/reset conditional call forwarding (busy, no answer, offline)