topic Re: New activation - not receiving incoming calls in Get Support

New activation - not receiving incoming calls

Tayah777 — Sat, 19 Mar 2022 00:34:47 GMT

I recently set up my phone and ported my #.

My phone received calls at first but now all incoming calls go straight to voicemail and the calls don’t register on my phone. Some individuals’ texts are not being received by phone either.

I have checked all my cell phone settings. This seems to be my public mobile. I turned phone on & off, took the SIM card in and out… no change.

I need help.

Re: New activation - not receiving incoming calls

BeachNBeer — Sat, 19 Mar 2022 00:39:52 GMT

@Tayah777 This is common until the port is complete. How long ago did you port your number? Cell phone numbers can take a few hours to 24 hours to complete the port awhile a land line could take up to a week.

So are you porting a landline or cell number and from who?

Did you leave your old provider sim card in while doing the port to get a text message to verify your port to authorize it?

If you did authorize the port and some features are working then the ones your not receiving are still going to your old provider sim. You can choose to put the sim back in to receive calls and when it complete stops working switch to the PM sim card or leave the PM sim card in and you likely will get a text when the port is complete and everything will start working.

If you used a referral code for a $10 sign up bonus that will be credited to your account within 72 hours.

Welcome to Public Mobile!

Re: New activation - not receiving incoming calls

softech — Sat, 19 Mar 2022 00:40:21 GMT

@Tayah777 "recently set up my phone and ported my #.", did you get a new number first and then port the number after?

if you did get a new number during activation and then ported old number after, do you know if your porting was completed? did you get a message from the old provider and did you reply YES within 90 mins? I will message you a number to call porting team and you can confirm if the porting was indeed completed

Re: New activation - not receiving incoming calls

BKNS27 — Sat, 19 Mar 2022 01:03:22 GMT

@Tayah777

Try rebooting the phone first by powering off then back on.

Also, you don’t need to get a temporary number if you replied with YES to the text from your old carrier with their SIM in the phone. There will be a 90 minute window for you to reply.

If you missed this window, you will need to contact a CS_Agent to restart the porting process again by private messaging or SIMon Chat button.

Re: New activation - not receiving incoming calls

Meow — Sat, 19 Mar 2022 01:41:11 GMT

When you 'set up your phone' did you confirm everything works as expected or you ported your number immediately?

How did you port your number?

Re: New activation - not receiving incoming calls

Tayah777 — Sat, 19 Mar 2022 15:45:37 GMT

How do I contact a CS_Agent? I did not receive a text from the old carrier (Shaw) to port my number over nor did I ever have a temporary number from Public Mobile.

Re: New activation - not receiving incoming calls

Tayah777 — Sat, 19 Mar 2022 15:46:20 GMT

I followed instructions on Public Mobile. It never said anything about leaving in old SIM card to receive texts.

Re: New activation - not receiving incoming calls

softech — Sat, 19 Mar 2022 15:49:52 GMT

@Tayah777 wrote:
How do I contact a CS_Agent? I did not receive a text from the old carrier (Shaw) to port my number over nor did I ever have a temporary number from Public Mobile.

@Tayah777 You won't get a temporary number if you requested porting during activation. This is normal. But you should be able to make outgoing calls on your PM SIM and the one receiving your calls will see your "old" number. But true, if porting not completed yet, you will not receive incoming calls on your PM phone, call will still go to your Shaw's

NO worry, there is a porting department you can talk to and get the porting status and ask them to re-trigger the process and the text to your Shaws I will message you the number. Please check your Community inbox, envelope icon on the top right

Re: New activation - not receiving incoming calls

softech — Sat, 19 Mar 2022 15:51:23 GMT

@Tayah777 wrote:
I followed instructions on Public Mobile. It never said anything about leaving in old SIM card to receive texts.

@Tayah777 You should have receive an email from PM and the email should have said that.

No worry, call the porting department (I messaged you already). They will retrigger the process. You just need to put the Shaws SIM in the phone, and reply YES to the text. Then you can put the PM SIM back. Reboot every 15 or 30 minutes until you get incoming calls 🙂

Re: New activation - not receiving incoming calls

Tayah777 — Sat, 19 Mar 2022 16:51:26 GMT

The old Shaw SIM card no longer works. It had no service. When I attempted to call my number it said this number can not be completed as dialled (with the old SHAW SIM card). I switched back to my PM SIM and it will receive texts but when my number is called it no longer goes to Voice Mail but now says the call can not be completed as dialled.

Re: New activation - not receiving incoming calls

esjliv — Mon, 21 Mar 2022 00:39:04 GMT

@Tayah777 wrote:
The old Shaw SIM card no longer works. It had no service. When I attempted to call my number it said this number can not be completed as dialled (with the old SHAW SIM card). I switched back to my PM SIM and it will receive texts but when my number is called it no longer goes to Voice Mail but now says the call can not be completed as dialled.

@Tayah777 - it has been a day...are your services working now?

When you received that 'cannot be completed as dialed message" did you try adding a 1 in front of the 10 digit number?

If your services are still not working completely, and this was a porting from a Rogers cell number, was your Rogers account ACTIVE at the time of the port? It must be active in order to be ported over to Public Mobile.

Restart your phone again, and perform a reset of the network settings with the Public Mobile SIM Card inside.

If still issues, contact Public Mobile representatives (CSA) to assist. There are two ways to reach them here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent