topic Re: Not getting phone calls/texts in Get Support

Not getting phone calls/texts

ericabearisto — Thu, 06 Jan 2022 08:02:21 GMT

I switched my phone plan from Freedom Mobile to Public Mobile a few weeks ago. Since then, I've had people telling me they are trying to reach me via text/phone call and I haven't received any of them. I've made sure my phone isn't on do not disturb and have checked all my settings, so that isn't the problem. I called my phone from another phone number and it went to my old voicemail at Freedom Mobile. I saw another post similar to my issue, and I am thinking that my Freedom Account didn't get cancelled when I switched over (even though I had said yes to cancelling), and that my calls/texts are going to my old account. How do I fix this?

Erica

Re: Not getting phone calls/texts

Anonymous — Tue, 20 Jul 2021 16:32:17 GMT

you have to Submit a ticket to customer service by Moderator Team,

Only one way to solve your issue , explanation to customer service by Moderator Team

and the are nice service Team the will help you 100%.

Here’s how to contact customer service by 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.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,
explanation to them nice Team and nice service.

Good Luck

Re: Not getting phone calls/texts

Triguy — Tue, 20 Jul 2021 15:48:43 GMT

You may want 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: Not getting phone calls/texts

softech — Tue, 20 Jul 2021 15:57:09 GMT

@ericabearisto Since when someone called you and they go to your Freedom voicemail and your Freedom not cancelled yet, it looks like it is a stuck port

did you ever reply the SMS on your Freedom with a YES?

You can try to call the porting team ,. not sure if it is too late but I will message you the number, check your Community inbox, envelope

Of you can also open a ticket with mod as advised above

Re: Not getting phone calls/texts

Anonymous — Tue, 20 Jul 2021 15:57:32 GMT

@ericabearisto : So you got the confirmation text with your old SIM in and replied to it. Then you put your new SIM in. Have you been able to call out? Text out? And it looks like it's coming from your number? If you put your old SIM back in does anything still work?

Re: Not getting phone calls/texts

ericabearisto — Tue, 20 Jul 2021 16:02:20 GMT

I never got an SMS from Freedom, I'm able to call and text out but I'm not receiving them. I'm not exactly sure where my Freedom SIM is anymore, but I'm pretty sure the cancelling didn't go through because I havent heard anything from Freedom about cancelling and I havent been charged by tab balance yet from them on my last bill

Re: Not getting phone calls/texts

softech — Tue, 20 Jul 2021 16:06:55 GMT

@ericabearisto Try to find your SIM back. This is a critical step for porting.

Worst case, you might have to go and get a Freedom SIM for $10 , swap the sim so you can receive the SMS and reply YES.

Re: Not getting phone calls/texts

darlicious — Tue, 20 Jul 2021 16:14:27 GMT

@ericabearisto

If you can't find your sim card then call freedom customer service and explain the issue. They will send you to a freedom retail outlet to get a free sim card to put in your phone to recieve the porting authorization text.

Re: Not getting phone calls/texts

Yummy — Tue, 20 Jul 2021 16:23:13 GMT

@darlicious wrote:
@ericabearisto
If you can't find your sim card then call freedom customer service and explain the issue. They will send you to a freedom retail outlet to get a free sim card to put in your phone to recieve the porting authorization text.

I am curious how that is supposed to work?

Customer will put free SIM card into its phone and... what happened with his Freedom phone number? It gets assigned to that free SIM? And could they re-assign different phone number to the same SIM later?

It could be kind of difficult to stay at freedom booth, send porting request, wait for SMS... maybe not. Or freedom will trust customer to return SIM after porting? Never did that before but would like to understand how it works.

Re: Not getting phone calls/texts

softech — Tue, 20 Jul 2021 16:27:24 GMT

@Yummy wrote:
@darlicious wrote:
@ericabearisto
If you can't find your sim card then call freedom customer service and explain the issue. They will send you to a freedom retail outlet to get a free sim card to put in your phone to recieve the porting authorization text.
I am curious how that is supposed to work?
Customer will put free SIM card into its phone and... what happened with his Freedom phone number? It gets assigned to that free SIM? And could they re-assign different phone number to the same SIM later?
It could be kind of difficult to stay at freedom booth, send porting request, wait for SMS... maybe not. Or freedom will trust customer to return SIM after porting? Never did that before but would like to understand how it works.

No, I think they give you the SIM card (not sure why it is free other than they are generous.) Freedom booth will help you to SIM swap on the spot and you can work on the porting later. Don't think they will ask you back for the SIM

Re: Not getting phone calls/texts

darlicious — Tue, 20 Jul 2021 16:36:32 GMT

@Yummy

Well sim cards are cheap its just what a provider decides to sell them for..... $0.25 lucky sim costs the same as a $10 freedom sim to manufacture.

I don't know the whole process but there was a customer a while ago who had his phone stolen and was porting from freedom to pm. So I had a live chat with freedom and asked them what to do and that was their answer.

Re: Not getting phone calls/texts

softech — Tue, 20 Jul 2021 18:09:19 GMT

@Anonymous YOU DID IT AGAIN!!!

I believe this is at least the 3rd time we raise this concern to you directly

Nothing wrong to admit your first suggestion was wrong. Not like it never happened. Just reply as a new post instead of changing your original post AFTER YOU SEE THAT OTHERS SUGGETIONS ARE BETTER. I know you want yours to be chosen as the Accepted Solution.. but wrong is wrong

Afterall, you make a new post, that increases your post count by 1. And don't you agree that is fairer to others who replied after you?

Enclosed here is your original post and the revised post.. just in case you are going to change back to your original post and you have a reference

Re: Not getting phone calls/texts

darlicious — Wed, 21 Jul 2021 19:09:26 GMT

@softech

Now, now You know stick with what you know......you can't be good at everything.

Re: Not getting phone calls/texts

Anonymous — Tue, 20 Jul 2021 17:11:00 GMT

@softech : I agree. But there's no rule. It's just forum etiquette. I almost always say Edit before my add or change. But that's me. Adding another post when you're the last poster is also a bit of clutter.

Re: Not getting phone calls/texts

softech — Tue, 20 Jul 2021 17:20:59 GMT

@Anonymous wrote:
@softech : I agree. But there's no rule. It's just forum etiquette. I almost always say Edit before my add or change. But that's me. Adding another post when you're the last poster is also a bit of clutter.

This thing ALWAYS happens when someone was the first reply ..couple ppl replied and then this first reply would magically got changed to the BEST answer..

I hope whenever Mod award that "perfect" reply , the person would be nice enough and come out and say "sorry, I just copied from so and so.. you should award that other person instead."

Re: Not getting phone calls/texts

darlicious — Tue, 20 Jul 2021 17:19:47 GMT

@softech

😅😅😅😅😂😂😂😂🤣🤣🤣🤣🤣😀!!!!!!

Re: Not getting phone calls/texts

Anonymous — Tue, 20 Jul 2021 17:22:32 GMT

@darlicious : I liked the increasing intensity. Nicely done. 🙂

Re: Not getting phone calls/texts

Meow — Wed, 21 Jul 2021 20:16:29 GMT

@darlicious wrote:
@softech

That is a good one. I learn as I go reading all interesting messages. But referring to MODs for every single question becomes overkill.

Some very knowledgeable members suggested to ASK questions first before providing potential solution in order to better understand what issue is. I try to follow their lead. Suggesting to contact MODs would be my last resort unless it is account issue where we cannot do much.

Re: Not getting phone calls/texts

darlicious — Wed, 21 Jul 2021 20:15:54 GMT

@Meow wrote:
@darlicious wrote:
@softech

That is a good one. I learn as I go reading all interesting messages. But referring to MODs for every single question becomes overkill.
Some very knowledgeable members suggested to ASK questions first before providing potential solution in order to better understand what issue is. I try to follow their lead. Suggesting to contact MODs would be my last resort unless it is account issue where we cannot do much.

@Anonymous

THE FORCE IS STRONG WITH THIS ONE.....

Re: Not getting phone calls/texts

Anonymous — Tue, 20 Jul 2021 18:11:27 GMT

@darlicious : Now, if only we could do a Jedi mind trick...

Yes @Meow ...that is the conundrum. ALL questions can be answered by the mods. So why are we here? We're here to act as cheap as cheap can be support for the company. Then yes if we can't guide the customer or the problem becomes an internal problem then we can direct the customer to the mods. But like editing posts, there's no rule.