topic Re: Not receiving incoming calls in Get Support

Not receiving incoming calls

fieraci — Fri, 27 May 2022 14:35:59 GMT

I just registered with Public yesterday and I am able to make calls but not receiving incoming calls.

Can you explain possible reasons as to why? thanks

Re: Not receiving incoming calls

Yummy — Fri, 27 May 2022 14:37:51 GMT

- Did you follow all steps of activating new PM account?

- Did you port your old number (if any) to your new PM account?

Little bit more details of what you did is needed, if possible.

Re: Not receiving incoming calls

mimmo — Fri, 27 May 2022 14:55:41 GMT

Do you still have your old sim? You probably have a incomplete port. If so

Install old sim in phone, and reinitiate the port. You will be sent old sim confirming number port .

To reinitiate port contact CSA team via simon chatbot, or someone will likely message you the Telus porting number

Re: Not receiving incoming calls

hTideGnow — Fri, 27 May 2022 15:22:49 GMT

HI @fieraci Sound like it is a stuck poring problem if you have request porting in your old number

I will message you a number to call to live support, they can assist provide you update to your porting status and will advise what to do from there. Please check your inbox on the top right

Re: Not receiving incoming calls

esjliv — Fri, 27 May 2022 23:31:41 GMT

@fieraci wrote:
I just registered with Public yesterday and I am able to make calls but not receiving incoming calls.
Can you explain possible reasons as to why? thanks

@fieraci - i guess that depends if you ported a phone number over or activated with a new number?

AND, if you ported over a number was it a mobile provider or a landline/voip provider phone number?

If you have activated a new account and transferred over from another provider, note that incoming calls are usually the last to port over.

Cell ports can take 2-3 hours. Use the previous provider's SIM card to receive the porting transfer text for approval to port to port over to Public Mobile and to receive calls from until port is complete.
Landline/voip ports can take 3+ days. Expect a mix of services on the landline and Public Mobile SIM card until port is complete.

When the incoming calls stop on the previous provider’s SIM card and/or landline/voip account, that is a good indication the port is complete.

If still issues, submit a ticket with Public Mobile representatives (CSA) for help; click this link: to request the transfer of your number over to Public Mobile.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

If you activated with a new number, try one or more of the below:

*turn off your phone completely for about a minute, 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

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent