topic Re: Cannot receive call in Get Support

Cannot receive call

Nidaniangde — Mon, 28 Mar 2022 23:55:17 GMT

Today. Something wrong with my two numbers. We can call out , but when others call me , it will go to voicemail box

Re: Cannot receive call

esjliv — Mon, 28 Mar 2022 23:59:52 GMT

@Nidaniangde - this happened on TWO phones you have with Public Mobile? hum...well, if this happened to one I would suggest trying the following:

*ensure you do not have your DND (do not disturb settings) accidently turned on your device

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*check your SIM in another working phone to see if calls come through

Since this seems to be happening to two phones also try:

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

Re: Cannot receive call

JL9 — Tue, 29 Mar 2022 00:14:25 GMT

Is this something that happens to every customer at random? Seems to be seeing this a lot, I thought it just may be a porting issue but it looks like it goes beyond that.

Re: Cannot receive call

hTideGnow — Tue, 29 Mar 2022 00:24:12 GMT

Hi @Nidaniangde other than voice calls, are you getting any text? is data working?

Which area you are in ? did you check the Telus status page:

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

Re: Cannot receive call

Nidaniangde — Tue, 29 Mar 2022 00:31:40 GMT

No text. I use Wi-Fi today

Re: Cannot receive call

esjliv — Tue, 29 Mar 2022 00:31:57 GMT

@JL9 wrote:
Is this something that happens to every customer at random? Seems to be seeing this a lot, I thought it just may be a porting issue but it looks like it goes beyond that.

@JL9 - one never knows, I suppose, unless some things are rule out first.

Troubleshooting is normally required to determine if the issue is related to issues being from: the device, SIM card, network, or PM account.

Re: Cannot receive call

softech — Tue, 29 Mar 2022 00:34:18 GMT

@Nidaniangde you have 2 phones on PM, right ? Just swap the 2 PM SIM card with each other. This force a re-provisioning of both your accounts and it could resolve your issue.

Let us know how it goes

Re: Cannot receive call

esjliv — Tue, 29 Mar 2022 00:36:16 GMT

@Nidaniangde wrote:
No text. I use Wi-Fi today

@Nidaniangde - so, there is no texting in/out and also no incoming calls. But, outgoing calls work.

If you turn off wifi on your device, does data work?

Just to be clear, is the same thing happening on two Public Mobile phones?

And, when did these two account get activated?

When you call 611 or log into self serve does everything say Active? It should since you can call out...but just to check.

Re: Cannot receive call

Spudster — Tue, 29 Mar 2022 01:25:43 GMT

@Nidaniangde

Try these fixes:

ensure airplane mode is not enabled
ensure do not disturb is not enabled
ensure the number calling you is not on a blocked senders list
disable any call-forwarding features/settings
turn off Bluetooth -- it's possible the 'ringing' is going through to a Bluetooth device instead of device's speakers
remove and reinsert your SIM card
reset network connections