topic Re: Service basically not working in Get Support

Service basically not working

mihirmalavia — Thu, 07 Jul 2022 17:44:05 GMT

Calls are going straight to voicemail or failing. Others are unable to call me. Calls, if they go through, seem to take upwards of 20 secs to connect. My mom, dad and I switched to Public Mobile at the same time and now all three of us are currently experiencing this problem. Tried everything:

- reset network

- turn on/off airplane mode

- removed SIM card and reseated it

- Manually selected the Public Mobile service

- Checked to make sure my phone isn't set to 'Do not disturb'

Nothing seems to be working...

Re: Service basically not working

RossN — Thu, 07 Jul 2022 17:48:39 GMT

@mihirmalavia Hello try manually connecting to 3g that should help I would contact a customer service agent to make them aware

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

2. alternatively you can private message them here

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

check your community envelope for a reply

Re: Service basically not working

Anonymous — Thu, 07 Jul 2022 17:47:52 GMT

@mihirmalavia- Did this ever work properly?

Re: Service basically not working

dabr — Thu, 07 Jul 2022 18:07:46 GMT

@mihirmalavia You can also try putting the SIM into another unlocked phone and reboot and back to your phone and reboot.

When did you activate the PM accounts and did you all transfer your numbers from another carrier? Did you receive and respond to the transfer text with a YES within 90 minutes from the other carrier?

Re: Service basically not working

hTideGnow — Thu, 07 Jul 2022 18:26:04 GMT

HI @mihirmalavia which area you are at? Just want to check if it is a signal issue

But also, is your Mobile Data working?

Did you try your service in another area from where you are testing now?

Re: Service basically not working

mihirmalavia — Thu, 07 Jul 2022 18:28:24 GMT

Currently I'm located in Nepean, Ottawa but my permanent address is downtown Toronto. I was still experiencing the same issues in Toronto but now in Ottawa it seems to be worse

Re: Service basically not working

hTideGnow — Thu, 07 Jul 2022 18:30:59 GMT

HI @mihirmalavia What kind of phone do you and your family have?

iPhone? or if Anroid, what exact model?

And does it help if you change it to 3G Only?

Re: Service basically not working

mihirmalavia — Thu, 07 Jul 2022 18:34:34 GMT

All iPhones. One iPhone SE, iPhone 13 and iphone 11

Re: Service basically not working

mihirmalavia — Thu, 07 Jul 2022 18:36:24 GMT

@hTideGnowChanging it to 3G seems to have helped a little. In terms of making calls, they seem to connect a but better but I do end up waiting a good 10 - 15 seconds before it connects. However receiving calls is still not working. Goes straight to voicemail almost every time from different people

Re: Service basically not working

hTideGnow — Thu, 07 Jul 2022 18:38:47 GMT

HI @mihirmalavia iPhone are solid phone, so can't blame on the phone then 🙂

Just want to confirm if you are sure the calls go to PM voicemail? You ever able to receive incoming calls? Some people have number ported into PM but not complete the process, so, incoming calls were in fact still going to the old provider (or the voicemail of the old provider)

Just to be sure you didn't have porting or if you have, the port was certainly completed?

Re: Service basically not working

dust2dust — Thu, 07 Jul 2022 18:39:54 GMT

See what you get if you dial *#21#.

Re: Service basically not working

mihirmalavia — Thu, 07 Jul 2022 18:52:08 GMT

Outgoing and incoming calls were never a problem before. Only the last few months I started to notice these issues. Calls dropping, choppy calls where either I or the person I'm calling has hard time hearing my, calls going straight to voicemail. And no, I've never ported my calls or anything of the sort

Re: Service basically not working

mihirmalavia — Thu, 07 Jul 2022 18:57:04 GMT

@dust2dustTried it and everything had failed earlier but looks like it all succeeds now..

Re: Service basically not working

hTideGnow — Thu, 07 Jul 2022 18:57:39 GMT

@mihirmalavia wrote:
Outgoing and incoming calls were never a problem before. Only the last few months I started to notice these issues. Calls dropping, choppy calls where either I or the person I'm calling has hard time hearing my, calls going straight to voicemail. And no, I've never ported my calls or anything of the sort

HI@mihirmalavia Try to open ticket with CS Agent, they can reprovision your account/sim and it solves connection issue sometimes

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: Service basically not working

mihirmalavia — Thu, 07 Jul 2022 18:59:07 GMT

Thanks! I just had a live chat with a Public Mobile employee and they put in a ticket for me

Re: Service basically not working

dust2dust — Thu, 07 Jul 2022 19:00:03 GMT

What succeeds? I was looking for the response from that code to say something like Voice: Not forwarded.

Re: Service basically not working

mihirmalavia — Thu, 07 Jul 2022 19:03:28 GMT

@dust2dust

Re: Service basically not working

dust2dust — Thu, 07 Jul 2022 19:06:21 GMT

Hmm...what if...do you have the volte toggled on?

Re: Service basically not working

mihirmalavia — Thu, 07 Jul 2022 19:07:02 GMT

@dust2dustnot familiar with volte?

Re: Service basically not working

dust2dust — Thu, 07 Jul 2022 19:08:19 GMT

You don't need to be. I just wonder if your phone has it set on. It's just a maybe.