topic Re: Service in Get Support

Service

PetersD — Fri, 25 Mar 2022 15:59:05 GMT

I can make outgoing calls and text but can not receive calls or text

Re: Service

softech — Fri, 25 Mar 2022 16:05:09 GMT

@PetersD This has been an issue for many users this week

The quickest way to resolve this is to try to find a second phone, put your PM SIM into the second phone and try it. This would trigger a re-provision and it should resolve the issue

If that does not work or you don't have a second phone for this process, please open ticket with PM Support:

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: Service

darlicious — Fri, 25 Mar 2022 16:05:16 GMT

@PetersD

Did you just activate? Port in your number? Did you keep your old SIM card in your phone to reply YES to the PAT(porting authorization text) within 90 minutes of receiving It?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: Service

PetersD — Fri, 25 Mar 2022 16:07:08 GMT

No I have been a member for about a year

Re: Service

darlicious — Fri, 25 Mar 2022 16:26:11 GMT

@PetersD

Lol....Speedy Gonzales up there I could only go for option 2! But it never hurts to run thru the list before contacting customer support.

Reboot your phone.
Toggle Airplane mode on/off.
Reseat SIM card after testing in another phone (as per @softech ) or waiting 10 minutes.
Make a $1 manual top payment to your account.
Reset your network settings.
Use the lost/stolen trick but only if absolutely necessary as it causes your rewards to not apply upon renewal and you will have to contact customer support afterwards and ask for them to be applied manually.

Otherwise as above click below for your SIM card to be reprovisioned by customer support.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: Service

softech — Fri, 25 Mar 2022 16:32:54 GMT

@darlicious 🤣

not sure if this is another one that need a re-provisioning to resolve the issue. Seems like another "Issue of the week"

@PetersD any chance you are in Edmonton area or in Saskatchewan?

Re: Service

BKNS27 — Fri, 25 Mar 2022 16:53:32 GMT

@PetersD

Seems members are having the same problems with reception.
See if there are any outages in your area:

https://www.telus.com/en/qc/outages

Re: Service

stephc — Fri, 25 Mar 2022 16:58:25 GMT

Not sure if this may be the cause, but I had been set up for autopay but my credit card had been updated for the expiry date and I had forgot to update it on my account. I could make calls and receive messages while on WiFi so I didn't realize until my father tried calling/texting from an andriod phone (I have an iphone). When I checked my account I noticed it was "expired" so I just had to update my credit card and reinstate my account and it all went back to normal!

Re: Service

Yummy — Fri, 25 Mar 2022 17:50:53 GMT

@stephc wrote:
When I checked my account I noticed it was "expired" so I just had to update my credit card and reinstate my account and it all went back to normal!

OK. So have you resolved your issue. Based on this sentence it looks like everything is 'back to normal'?

You should ignore this kind of message on your account. Everybody gets it on renewal day.

So do you currently have service or not? Do you need manually to restore your service? Calling over WiFi is not indicator you have mobile service...

Re: Service

computergeek541 — Fri, 25 Mar 2022 17:55:34 GMT

repetitive

Re: Service

PetersD — Sat, 26 Mar 2022 16:52:25 GMT

Went to the Mobile Shop and they were able to install my PM SIM in another phone. It reset the SIM and works fine.Thanks for the advise.

Re: Service

softech — Sat, 26 Mar 2022 16:56:26 GMT

@PetersD thanks for providing us the update back. Glad it works. Yes, this is definitely an issue if the week. The workaround is easy but only if you gave another phone to play around. You are lucky your local mobile shop willing to help.