topic Re: Calls not receiving in Get Support

Calls not receiving

jewelled-roses — Thu, 06 Jan 2022 07:30:22 GMT

Please note - I've been a PM customer for over a year now and have not made any changes to my account. Everything worked fine up until today.

90% of my incoming calls are going straight to voicemail today. I had 3 calls come through successfully today, but the rest don't register as incoming, they are not in my call history, and they go straight to voicemail. This is a major problem, as I'm a recruiter and have clients and candidates calling me all day.

Also, my family member in the same house is a Public Mobile member and she also is not receiving calls today, they go right to voicemail.

We both can make outgoing calls no problem and we can text, it's just receiving them as of today.

Is anyone else having problems today? It's not a Do Not Disturb issue, phone, or a SIM issue, this is two separate phones and accounts.

Re: Calls not receiving

esjliv — Sat, 12 Jun 2021 01:04:03 GMT

@jewelled-roses wrote:
Please note - I've been a PM customer for over a year now and have not made any changes to my account. Everything worked fine up until today.

90% of my incoming calls are going straight to voicemail today. I had 3 calls come through successfully today, but the rest don't register as incoming, they are not in my call history, and they go straight to voicemail. This is a major problem, as I'm a recruiter and have clients and candidates calling me all day.

Also, my family member in the same house is a Public Mobile member and she also is not receiving calls today, they go right to voicemail.

We both can make outgoing calls no problem and we can text, it's just receiving them as of today.

Is anyone else having problems today? It's not a Do Not Disturb issue, phone, or a SIM issue, this is two separate phones and accounts.

@jewelled-roses normally, I would list a few things to try, ah heck, I will anyway...

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

*reset network settings

Since you are having issues on 2 accounts...and I recall someone else today saying something about this same issue?

So, if I were you, I would inquire with the Public Mobile Moderators to check on your accounts.

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

1 - Faster - 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

2 – Slower - Use this link to:

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

Re: Calls not receiving

hTideGnow — Sat, 12 Jun 2021 01:18:01 GMT

not sure if it is a PM issue today. there seems to be couple posts with the same issue last day or two

But try to Reseat your SIM (power down, take SIM out, wipe it clean, put it back and power up)

If still fails, try to set the Network to "3G only" and see if it helps.

If it still fails, you can wait couple days and see if it improves. As I said, it seems there are couple posts about this last day or two.

Or you can open a ticket with Mod to confirm if any issue on the backend:

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: Calls not receiving

BKNS27 — Sat, 12 Jun 2021 01:41:01 GMT

@jewelled-roses

As noted by @hTideGnow, this seems to be the same issue posted recently.

I think there might be a glitch on the receive calling.

Check with a PM moderator.

Re: Calls not receiving

darlicious — Sat, 12 Jun 2021 06:31:27 GMT

@BKNS27

I agree this issue is almost always a porting issue but we seem to be having a couple or more a day in the past week.

Re: Calls not receiving

gpixel — Sat, 12 Jun 2021 15:03:01 GMT

Re: Calls not receiving

fwiggy — Sat, 12 Jun 2021 14:48:15 GMT

Hi there,

My husband and i are both experiencing the same issue, since yesterday. Calls go straight to voicemail, no ringing, doesn't show up in call history. Not an issue with DND, and we both have different phones (Blackberry and Samsung), and different PM accounts. We've been PM customers for a few years, and haven't made any changes to our account.

No issue with texts or outgoing calls.

I will be checking with a moderator today to try and get fixed, but just wanted to let other ppl know this does seem to be affecting a range of customers.

Re: Calls not receiving

softech — Sat, 12 Jun 2021 14:51:39 GMT

@fwiggy Seems like it has been an issue for PM for the last couple days.

Try changing the network to 3G. I heard people with some success after changing to 3G.

Also, kindly let us know what mod said, would like to know what's wrong, too.

thanks

Re: Calls not receiving

fwiggy — Sat, 12 Jun 2021 15:03:38 GMT

The switch to 3G has worked for both our phones - thanks @softech ! I will definitely post what the mod says once i find out what's going on 🙂

Re: Calls not receiving

Anonymous — Sat, 12 Jun 2021 15:18:46 GMT

I just tried my couple numbers. One rang through. The other did not. It landed in voicemail. I tried again. I got some recording that I missed. I tried again and it rang through fine. Intermittents are the worst.

Re: Calls not receiving

softech — Sat, 12 Jun 2021 15:21:18 GMT

there have been unusual high number about not receive calls last... 3 days at least.

not sure why or if it is just regional..

Re: Calls not receiving

fwiggy — Sat, 12 Jun 2021 15:33:40 GMT

Hi all,

The mod i messaged with told me there seems to be an outage in the area (I'm in Ottawa) because they have been receiving some other reports about the same matter. No fix at this time, as they are trying to resolve the issue.

Re: Calls not receiving

KPV123 — Sat, 12 Jun 2021 15:46:37 GMT

I'm in Ottawa and having the same problem.

Re: Calls not receiving

jewelled-roses — Sat, 12 Jun 2021 15:50:16 GMT

I'm also in Ottawa! The mods haven't informed me of an outage yet so I directed them to this page as others are experiencing the same issue here.

Re: Calls not receiving

jewelled-roses — Sat, 12 Jun 2021 15:52:00 GMT

@softech switching to 3g worked for myself and my family members, calls are now coming through. Much appreciated! Hopefully PM fixes whatever is causing the problem in Ottawa but the 3g switch saved my butt this weekend, thank you!

Re: Calls not receiving

softech — Sat, 12 Jun 2021 15:54:26 GMT

@jewelled-roses @fwiggy you can try to change back again tomorrow and see how it goes (let's hope they fix that by then)

@Anonymous are you also close to the Ottawa area?

Re: Calls not receiving

Anonymous — Sat, 12 Jun 2021 15:56:36 GMT

@softech : Interior BC.

Re: Calls not receiving

dkai12 — Sat, 12 Jun 2021 18:33:45 GMT

Same issue still

shows network Koodo

No incoming calls for 3 days now.

any advice?

all calls going into VM

thanks

please help

Re: Calls not receiving

softech — Sat, 12 Jun 2021 18:38:33 GMT

@dkai12 wrote:
Ok
Same issue still
shows network Koodo
No incoming calls for 3 days now.
any advice?
all calls going into VM

thanks
please help

@dkai12

Since it has been 3 days. Open a ticket with Mod first while we try to help

is outgoing call working? Data working?

(you have another thread you opened yourself, maybe let's stick with that other thread, easier to manage)

Re: Calls not receiving

computergeek541 — Sat, 12 Jun 2021 18:39:51 GMT