topic Re: Filtering messages in Get Support

Filtering messages

Watson1 — Fri, 20 May 2022 19:17:37 GMT

I use Connect Rocket for Search & Rescue. Until about 2 weeks ago the messages and texts worked. Now I still receive messages, but no texts. I contacted Conner Rocket & they confirmed delivery of SMS to my phone. Therefore, Public Mobile or Telus is filtering my messages or Public Mobile has a whitelisting process for phone numbers and does not have the Search & Rescue numbers.

Had anyone else experienced this? How was it resolved? I'm having trouble connecting with a real person at Public Mobile.

Re: Filtering messages

hTideGnow — Fri, 20 May 2022 19:34:40 GMT

HI @Watson1 is this shortcode message? If it is , what it the number?

Not all short codes work, although most work

And does Connect Rocket send from US? US shortcodes usually not work.

Re: Filtering messages

JL9 — Fri, 20 May 2022 20:14:11 GMT

Is this just a simple text/messaging third party app or does it serve a purpose that you really need. Never heard of it

Re: Filtering messages

Watson1 — Fri, 20 May 2022 21:34:51 GMT

Hi Marie,

I do not know the answers to your questions, so I am forwarding the response I got from Connect Rocket.

We’ve run a trace for Duncan and can now confirm delivery of SMS destined for his handset. The delivery receipt is from Telus which sits upstream from his provider - Public Mobile. This means that Telus is filtering his messages or Public Mobile is filtering. We’ll need him to reach out and run this down with Public Mobile's support team. He’ll likely need to move past the primary level of support and speak with an engineer. He can provide the below info which is associated with the calls the trace was run on.

SID: SM644b437e0fea43ddafb2944f31c54cec
DATE: 20220518
FROM: +1604xxxx TO: +1250xxxxxx

SID: SM3661b14b2b094892a8e3e02e542e1ce0
DATE: 20220518
FROM: +1604xxxxxxxx TO: +1250xxxxx

If he has questions or if Public Mobile/Telus needs assistance, please have them contact me. You can obviously reach out with questions too.

Cheers,
Adam
`````````````````````````````````````````````````````````
ADAM BURNS, director
Connect Rocket

888.635.2425 Ext. 101 toll-free Sent from my iPhone

Could you reach out to Adam Burns for responses to your questions?

Re: Filtering messages

esjliv — Fri, 20 May 2022 20:52:15 GMT

@Watson1 wrote:
I use Connect Rocket for Search & Rescue. Until about 2 weeks ago the messages and texts worked. Now I still receive messages, but no texts. I contacted Conner Rocket & they confirmed delivery of SMS to my phone. Therefore, Public Mobile or Telus is filtering my messages or Public Mobile has a whitelisting process for phone numbers and does not have the Search & Rescue numbers.
Had anyone else experienced this? How was it resolved? I'm having trouble connecting with a real person at Public Mobile.

@Watson1 - i don't quite understand your statement I changed to red above.

Is it possible these messages come to you as MMS messages, which require data to be turned on?

And if so, are you out of data for this current cycle?

If no data line shows up below, that normally means data has been used up for this cycle:

OR, if this has nothing to do with MMS or data, it is odd it stopped working.

Try restarting your phone, or preforming a reset of your network settings.

If still issues, see if CSA has any input on this.

Methods to submit tickets to Public Mobile Customer Support Agents (CSA) found here:
https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

Re: Filtering messages

Watson1 — Fri, 20 May 2022 20:54:56 GMT

Hi Deputy Mayor,

Connect Rocket is how Search & Rescue members get information regarding the latest task (call out for help). There is also a voice message that is sent out at the same time. However, the text message provides more detail. Connnect Rocket is a means of keeping members updated and informed about developments as the current rescue is being organized. It serves a very important purpose.

Re: Filtering messages

hTideGnow — Fri, 20 May 2022 20:55:18 GMT

HI @Watson1 if any of those number is your phone number, you might want to hide it with xxx-xxx-xxxx

I think you can reply Connect Rocket if they use short code to transmit. This is important for PM to knows as well

of course, you can open them a ticket but I believe they will ask them same

You can open the ticket with CS Agent at: https://publicmobile.ca/chatbot.

Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Filtering messages

Watson1 — Fri, 20 May 2022 21:32:34 GMT

I have one more piece of information from Adam Burns that you may need:

I should note as well that the call SIDs provided below are from a test account. On the off chance, Public Mobile has a whitelisting process for phone numbers, please ensure they’re provided with the COSAR numbers: +1.778xxxxxx and +1.778.xxxxxx.

Re: Filtering messages

esjliv — Fri, 20 May 2022 21:06:05 GMT

@Watson1 -

If you are posting your phone number or phone you do not want public, I suggest you go to those posts and click the down arrow at the top, right of the posts to edit/remove information, as this is a PUBLIC forum that anyone can see.

Please note WE ARE NOT Public Mobile representatives, which are called Customer Support Agents (CSA). Methods to reach them have been provided above.

Re: Filtering messages

hTideGnow — Fri, 20 May 2022 21:35:55 GMT

@Watson1 wrote:
numbers: +1.778.xxxxx and +1.778.xxxxxx.

HI @Watson1 So, they are sending this from these 2 numbers?

Also, please note we are just customers here. We try to understand and advise. But if you want PM to whitelist the number or ask why it was blocked, please open a ticket with PM CS Agent

Also, did you check the Usage log and and can you find the number?

Re: Filtering messages

Community_QA — Fri, 20 May 2022 23:08:40 GMT

@Watson1 wrote:
I have one more piece of information from Adam Burns that you may need:
I should note as well that the call SIDs provided below are from a test account. On the off chance, Public Mobile has a whitelisting process for phone numbers, please ensure they’re provided with the COSAR numbers: +1.778xxxxxx and +1.778.xxxxxx.

What is COSAR?

but the 2 numbers look legit.

can you try to get a VoIP and see if they can text there instead? Quicker workaround then asking PM to do something