topic Re: calls fail in Get Support

calls fail

simro — Thu, 06 Jan 2022 08:20:31 GMT

We have a phone for a family member that has been in use for months. Suddenly all calls and texts failed, then only incoming calls/texts. Everything worked fine again after we powered off and back on, except that some texts were never received at all even though the sender did not get a fail notice. Troubleshooting is not an option for this family member so we need to ensure that this doesn't happen regularly - unfortunately it happened exactly when they particularly needed their phone service. How often can we expect fails like this, I have never experienced this with other providers. Is there a fix for this? thanks for any suggestions.

Re: calls fail

Anonymous — Fri, 10 Sep 2021 00:30:58 GMT

@simro

check it out is issue Towers Map in your area...outages Here link,

something maybe is help, do one thing Make sure your phone is off before removing your SIM card,

and do rebooting your phone take your SIM card out and waiting for a 2 minute and put it back and turn on -This one is quick and simple.

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

Re: calls fail

HALIMACS — Fri, 10 Sep 2021 00:33:46 GMT

@simro

It would be most beneficial to isolate whether this is a SIM card/account -OR- a device issue.

If you can, try the SIM card in another compatible phone and see if things work. Then you'll know it's the device that's a problem.

If when the SIM card is in use in another device, the service issues continue, then there's either a network or an account issue. In the case of an account issue, contact a Customer Support Agent by one of 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select contact Customer Support Agent, then select other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: calls fail

Anonymous — Fri, 10 Sep 2021 00:34:26 GMT

@simro

do one thing Make sure your phone is off before removing your SIM card,

and take your SIM card out and waiting for a 2 minute and put it back and turn on -This one is quick and simple.

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

or can you do try reseat the SIM card

1. power off your device

2. take out the SIM card,

3. wipe it clean SIM card,

4. put it back and power on,

5. toggling airplane mode off/on,

and do again Rebooting your phone means to turn off your phone and turn it back on again.

How to reset network settings on an IPhone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit Here link,

and go Changing APN Settings On An IPhone

click Here link,

How to reset network settings on an Android device

Open the Settings app on your Android.
Scroll to and tap either "General management" or "System," depending on what device you have.
Tap either "Reset" or "Reset options."
Tap the words "Reset network settings."

or visit Here link,

and go Changing APN Settings On Android device

click Here link,

and if still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent,

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 Customer Service by CS_Agent. Click Here link to get started.

or you can send a private message to Customer Service by CS_Agent, by Click Here link.
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,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

Re: calls fail

softech — Fri, 10 Sep 2021 00:35:44 GMT

@simro What kind of phone is that? how new is the phone?

Any chance you can put the PM SIM in another phone and see if you get similar experience? just trying to confirm it is a device issue or network/SIM issue.

Also, try the opposite as well. Try to put another SIM into this phone and see if you experience the same problem with another SIM

Re: calls fail

BKNS27 — Fri, 10 Sep 2021 04:23:31 GMT

@simro

It sounds like a network outage if you are in the Ontario area.

Other people in the Ottawa area noted the same issue.

Maybe call Telus in your area to see if there are any tower outage.