topic Re: cannot make or receive calls in Get Support

cannot make or receive calls

katie_i — Wed, 30 Mar 2022 15:47:21 GMT

The call capabilities of my phone recently stopped! I have not been able to make or receive calls - when I attempt a call the screen reads "calling" but there is no dial tone and my incoming calls immediately go to voicemail.

I have unlimited calling, my payments are up to date (and just was posted), I have not changed my phone number or anything about my service, and I have tried:

- restarting my phone (so many times)

- toggling airplane mode on/off

- disconnecting and reconnecting to the Public Mobile service

Any other suggestions I could try to solve this? Thanks!

Re: cannot make or receive calls

dust2dust — Wed, 30 Mar 2022 15:50:04 GMT

If you have another phone handy then put the sim in it and start it up. Then put it back in your main phone. Both with power fully off when switching.

Re: cannot make or receive calls

Meow — Wed, 30 Mar 2022 15:50:40 GMT

Many reported same issue over last few days.

Putting SIM into another phone will trigger re-provisioning of your SIM/account and that might resolve your issue.

Re: cannot make or receive calls

Ricksamuels — Wed, 30 Mar 2022 15:51:03 GMT

Same here, how do you get any customer service in the maze? None of the fixes people recommended worked for me.

Re: cannot make or receive calls

hTideGnow — Wed, 30 Mar 2022 15:51:48 GMT

HI @katie_i Yes, try your PM SIM on another phone and it could fix it

if you do not have another phone, then open ticket with PM Support using the chatbot

Re: cannot make or receive calls

Meow — Wed, 30 Mar 2022 15:52:02 GMT

To get assistance from PM staff: Send a private message to the CSA - agent by clicking Here

Re: cannot make or receive calls

katie_i — Wed, 30 Mar 2022 16:07:25 GMT

I've now tried putting my SIM into another phone and back and still no luck...

Re: cannot make or receive calls

dust2dust — Wed, 30 Mar 2022 16:11:13 GMT

Did it work in the other phone? Can you log in to your account? Try devicecheck.ca just in case.

Re: cannot make or receive calls

katie_i — Wed, 30 Mar 2022 16:12:56 GMT

It didn't work in either phone, and I've had no problem logging into my account. It's not a pre-owned phone so shouldn't be an issue there.

Re: cannot make or receive calls

Yummy — Wed, 30 Mar 2022 16:18:36 GMT

There are few other remedies to try as per this post: https://productioncommunity.publicmobile.ca/t5/Get-Support/phone-is-not-ringing-for-incoming-calls-going-straight-to/td-p/805491

If nothing works, agent is the only solution. Use provided link earlier. Expect longer response time than usual (>1h) as many customers will get this route for assistance 😞

Re: cannot make or receive calls

dust2dust — Wed, 30 Mar 2022 16:20:15 GMT

devicecheck.ca is just an elimination to make sure. Who knows, maybe someone typed in the wrong digit blacklisting somewhere.

But since the sim didn't work in the other phone then nevermind.

Did it give any message in the other phone?

Your account is active? Can you go into change sim and verify the last 4 digits that the account thinks it is. Most likely fine too but also elimination. Don't change sim 🙂

Re: cannot make or receive calls

katie_i — Wed, 30 Mar 2022 16:23:58 GMT

Thanks for the redirect there, I've also tried all of those and now waiting for an agent response. Appreciate all the feedback 🙂

Re: cannot make or receive calls

katie_i — Wed, 30 Mar 2022 16:33:26 GMT

I can receive texts messages but just no calls - I received texts while my SIM was in the other phone as well as mine. And my account is active with no holds. I'll try verifying the SIM digits. Thanks 🙂

Re: cannot make or receive calls

Meow — Wed, 30 Mar 2022 16:37:00 GMT

I believe SMS/calls are both handled by same SIM. You can check SIM digits but it has to be something off with the service lately as many customers have similar issue as you.

Re: cannot make or receive calls

katie_i — Wed, 30 Mar 2022 16:39:35 GMT

Solved: I contacted an agent and they reset my connection from the Public Mobile end, I restarted my phone and calls are working again! So if anyone has a similar issue, definitely submit a customer service ticket.

Thanks, everyone! 🙂

Re: cannot make or receive calls

Meow — Wed, 30 Mar 2022 16:45:50 GMT

@katie_i wrote:
Solved:

That is Great!

Just a little note: it is not very proper to assign solution to yourself. Pick most helpful post and reassign solution.