topic Re: Help!!! My new actived number currently only can call out. in Get Support

Help!!! My new actived number currently only can call out.

helen8988 — Fri, 02 Sep 2022 19:37:22 GMT

Help! My new actived number currently only can call out.

Issues are

1. Cannot receive call.

2. Cannot send sms out.

3. Cannot receive sms

Re: Help!!! My new actived number currently only can call out.

Outdoorsman — Fri, 02 Sep 2022 19:42:50 GMT

@helen8988 hi did you just activate an account and transfer your old number ? it sounds like you didn't leve your old sim in to receive tansfer request , you have 90 minutes to reply yes,I will send you the number to call to reinitiate your port request

Re: Help!!! My new actived number currently only can call out.

Meow — Fri, 02 Sep 2022 19:46:01 GMT

Did you request transfer number when you open account?

Re: Help!!! My new actived number currently only can call out.

helen8988 — Fri, 02 Sep 2022 19:49:11 GMT

No, this a new number. And I enable it on August 24. The first a few days are normal. Just found the issue in 2 or 3 days ago.

Re: Help!!! My new actived number currently only can call out.

Outdoorsman — Fri, 02 Sep 2022 19:55:22 GMT

@helen8988 ok you may have a provisioning issue with your account you

need the help of a service rep

There are two ways to contact a customer service agent , open a ticket through Simon here https://publicmobile.ca

Or private message them here

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

Re: Help!!! My new actived number currently only can call out.

helen8988 — Fri, 02 Sep 2022 19:57:10 GMT

No. It's a new sim card ordered from publicmobic.ca and enabled online with a new number.

Re: Help!!! My new actived number currently only can call out.

computergeek541 — Fri, 02 Sep 2022 20:02:34 GMT

@Outdoorsman wrote:
@helen8988 hi did you just activate an account and transfer your old number ? it sounds like you didn't leve your old sim in to receive tansfer request , you have 90 minutes to reply yes,I will send you the number to call to reinitiate your port request

If know that if the customer hadn't ask for a new phone number and asked for a number to be ported in , there could have been a porting issue, but a such an issue wouldn't have cause the failure of outgoing text messages.

Re: Help!!! My new actived number currently only can call out.

_joe — Fri, 02 Sep 2022 21:39:22 GMT

Can I please get the number as well. Having the same issue. Thanks

Re: Help!!! My new actived number currently only can call out.

softech — Fri, 02 Sep 2022 21:44:15 GMT

@_joe please check your Community Inbox

Re: Help!!! My new actived number currently only can call out.

esjliv — Sat, 03 Sep 2022 00:45:46 GMT

@helen8988 - have you restarted your phone with the public mobile sim card in your phone yet since activation?

It would not be a bad idea to perform a reset of the device's network settings also upon changing providers.

@_joe - try above also.

Re: Help!!! My new actived number currently only can call out.

helen8988 — Sat, 03 Sep 2022 01:24:32 GMT

I restarted many times of my phone, and also tried different phones. Al same

Re: Help!!! My new actived number currently only can call out.

softech — Sat, 03 Sep 2022 01:28:26 GMT

@helen8988 so, if you tried on different phones, you did a sim reseat and it still not working then.

At this point, I think you really need to open ticket with PM Support, they can reprovision your sim/account and that could resolve the issue

If you have not done so, these are the two ways to engage PM support:

1. If you have access to My account: At 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: Help!!! My new actived number currently only can call out.

helen8988 — Sat, 03 Sep 2022 16:54:55 GMT

thanks softech! CS Angent resolved the issue.