topic Re: Cannot Receive Incoming Calls in Get Support

Cannot Receive Incoming Calls

CChoy — Thu, 07 Apr 2022 22:16:17 GMT

I am no longer able to receive incoming calls. Outgoing calls, text and data are all working.

When someone dials my number, the message is “5H1 (5B1 sometimes). This number is not equipped to receive incoming service.”

I have been an active client since 2020 and have not changed plans or sims recently.

Where can I find help to resolve this?

Re: Cannot Receive Incoming Calls

softech — Thu, 07 Apr 2022 22:19:24 GMT

@CChoy First try to reseat the SIM, power off ,take the SIM out for a minute then put it back in and power up

If it still not works, try to change the Preferred Network type to 3G ONLY or WCDMA ONLY and see if it works

If you have another phone around, try to put your PM SIM there as well and see if you can get incoming calls on the other phone

Also, when making calls to yourself, make sure you ask friends with couple different service providers to try

Re: Cannot Receive Incoming Calls

CChoy — Thu, 07 Apr 2022 22:47:08 GMT

I think I can rule out a device issue. I’ve tested the PM Sim in another phone and still not able to receive incoming calls. Testing a Virgin sim in the original phone works fine.

I’ve tried calling using Rogers home phone, Virgin and Koodo. Same message about number not equipped for incoming calls.

Re: Cannot Receive Incoming Calls

softech — Thu, 07 Apr 2022 22:55:35 GMT

@CChoy Glad that it is not the phone.

Again, account shows Active when you login My Account?

which area you are at? you check the Telus Status page for outage?

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

If none work and no outage shown, I think it is time to contact PM Support and have them to check on the system side:

1. If you have access to My account: Click on the bubble on the lower right or https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Cannot Receive Incoming Calls

CChoy — Thu, 07 Apr 2022 23:07:20 GMT

Thanks. My account is still active and nearly 3 weeks before my next bill. I will try a service ticket.