topic Re: Unable to receiving incoming calls in Get Support

Unable to receiving incoming calls

pvarshinee — Fri, 09 Sep 2022 17:44:44 GMT

I recently activated my public mobile SIM card. I could make outgoing calls, however I receive no incoming calls. When someone calls, they receive a message which says "the number is unavailable at the moment". I have submitted a ticket but have not received any response.

Please help!

Thanks

Re: Unable to receiving incoming calls

pvarshinee — Fri, 09 Sep 2022 17:46:43 GMT

I have ported my number from Fido. I cancelled my service with Fido about 6 months ago but the number has been kept active for me by Fido.

Re: Unable to receiving incoming calls

computergeek541 — Fri, 09 Sep 2022 17:48:08 GMT

@pvarshinee wrote:
I have ported my number from Fido. I cancelled my service with Fido about 6 months ago but the number has been kept active for me by Fido.

I'm confused because you said that you cancelled. A cancelled number isn't considered active and can't be ported.

Re: Unable to receiving incoming calls

pvarshinee — Fri, 09 Sep 2022 17:51:23 GMT

I have stopped paying for my service with Fido about 6 months ago due to international travel. The Fido agent cancelled my plan and told me that the number would be held for me, and I can activate it the same number again again within a year. When I activated my public mobile SIM card, I gave my old dormant number and it accepted. I have been able to make outgoing calls right away and use data as well. I have been receiving text messages too. But I found I am unable to receive incoming calls.

Re: Unable to receiving incoming calls

computergeek541 — Fri, 09 Sep 2022 18:13:47 GMT

@pvarshinee wrote:
I have stopped paying for my service with Fido about 6 months ago due to international travel. The Fido agent cancelled my plan and told me that the number would be held for me, and I can activate it the same number again again within a year. When I activated my public mobile SIM card, I gave my old dormant number and it accepted. I have been able to make outgoing calls right away and use data as well. I have been receiving text messages too. But I found I am unable to receive incoming calls.

While Fido has done something to reserve the phoen number for you, I suspect that you still needed to reactivate the Fido service before asking for the number to be ported to Public Mobile. As for Public Mobile accepting your Fido account number, that doesn't get checked when you enter it. You could have entered an account number of 123456789 and it would have been accepted, althought hat doesn't mean that the porting would ever get completed.

Re: Unable to receiving incoming calls

pvarshinee — Fri, 09 Sep 2022 18:18:03 GMT

Does this mean I need to reactivate the service with Fido? That is port my number now from Public mobile to Fido and then back to Public mobile?

Re: Unable to receiving incoming calls

computergeek541 — Fri, 09 Sep 2022 18:34:01 GMT

@pvarshinee wrote:
Does this mean I need to reactivate the service with Fido? That is port my number now from Public mobile to Fido and then back to Public mobile?

I can't say for sure if the port to Public Mobile was ever completed, but if Fido never allowed the port to begin with, you wouldn't/coulnd't port the nubmer back to Fido. You would only need to reactive your Fido service and then ask Public Mobile to try the porting again. Talk to a Public Mobile CSA to find out if the number even ported over properly. Start by going here to open a ticket: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Unable to receiving incoming calls

pvarshinee — Fri, 09 Sep 2022 18:58:25 GMT

thank you Computergeek! I already submitted a ticket a few hours ago but have not received any response. May I please know if I have to submit a ticket again?

Re: Unable to receiving incoming calls

computergeek541 — Fri, 09 Sep 2022 19:02:34 GMT

@pvarshinee wrote:
thank you Computergeek! I already submitted a ticket a few hours ago but have not received any response. May I please know if I have to submit a ticket again?

You'll need to wait for response.

Re: Unable to receiving incoming calls

YVR — Fri, 09 Sep 2022 19:54:38 GMT

Ports do take sometime to totally complete (anywhere from a few minutes to a few hours). You may need to take action if still can not get incoming calls later today.

Re: Unable to receiving incoming calls

pvarshinee — Fri, 09 Sep 2022 19:57:55 GMT

I activated the SIM card on August 24th. I checked with Fido. The number is still active with Fido. I am not sure what to do next. Should I contact Fido or do I just get a new Public SIM card and number? I have received no response regarding my Public Mobile ticket for half a day now.

Re: Unable to receiving incoming calls

dust2dust — Fri, 09 Sep 2022 20:03:03 GMT

You said at first "the number is unavailable at the moment" when you try to call your number. That says it's not active at Fido.

You're in a bit of a limbo right now. You need to reactivate the Fido number, call the telus porting support number to re-trigger the port, put your Fido sim in a phone (do you still have it?), confirm the port text, wait for the number to port.

https://forum.telus.com/t5/Mobility-Services/Help-with-porting-my-number-from-Rogers/m-p/123686/highlight/true#M9475

Re: Unable to receiving incoming calls

dabr — Fri, 09 Sep 2022 20:06:18 GMT

@pvarshinee It seems to me, IIRC, that FIDO is holding your number but it's not active until you pay for another cycle and then you would need to ask PM to request FIDO to resend the number transfer request again which you need to respond to within 90 minutes of receiving, so need to keep the FIDO SIM in your until then.

Of course, you'd have to consider whether it's worth cost of renewing your FIDO account (depending on the plan cost) to keep your previous number or you can keep your current PM number if the old number isn't very important to you.

Re: Unable to receiving incoming calls

pvarshinee — Fri, 09 Sep 2022 20:09:44 GMT

Thank you Mayor. I understand that seems to be the procedure. If I want to get a new PM number, is the only to buy a new PM SIM card?

Re: Unable to receiving incoming calls

pvarshinee — Fri, 09 Sep 2022 20:11:06 GMT

@dust2dust @dabr Thanks a lot for clarifying. That helped a lot

Re: Unable to receiving incoming calls

dust2dust — Fri, 09 Sep 2022 20:11:38 GMT

No. You can just do a change number in the account. The port will fail (as it has) but you're still in limbo. So just change it to whatever new number and you're good.

Re: Unable to receiving incoming calls

dabr — Fri, 09 Sep 2022 20:12:34 GMT

@pvarshinee No need to buy another SIM for PM as you can port in a number anytime you like within your self serve account. But if you don't have your FIDO SIM anymore, then you would need to purchase one in order to reactivate your account there and receive the transfer (port out) request.

Re: Unable to receiving incoming calls

pvarshinee — Fri, 09 Sep 2022 20:14:25 GMT

@dabr Sorry I meant if I do not want my old number any more, do I have to buy a new PM sim for a new PM number?

Re: Unable to receiving incoming calls

dabr — Fri, 09 Sep 2022 20:18:35 GMT

@pvarshinee No, you already have an active account with PM. Do you have a new number with PM currently?

edit: @pvarshinee Log into your account with PM and select the Quick Link on the right hand side of page and then Change Number option and select your city from available list, or one closest and then pick a number. You can refresh the list until you find a suitable number. PM permits 4 free number changes within 30 days.

Re: Unable to receiving incoming calls

dust2dust — Fri, 09 Sep 2022 20:20:17 GMT

@dabr- ~~They're having the porting, no inbound calls thing. Outbound would be using their old number that they tried to port. But they can't have it at this time.~~ nvm