topic Re: Account active in Get Support

Account active

Jazmin11 — Wed, 19 Oct 2022 21:11:37 GMT

Hi my name is Jasmine. My account and phone no is active. Outgoing calls can be done. But incoming calls goes immediately to voice mail. No issues with phone. How can I solve this ?

Re: Account active

softech — Wed, 19 Oct 2022 13:23:51 GMT

@Jazmin11 you had a chance to login to My Account and confirm the account status? If it shows Suspended, you should see another button "Reactive my plan". Click on it and follow the prompt to make a manual payment that way. (Yes, you might have setup pre-authorized payments, but that could fail sometimes for any reason)

Re: Account active

Outdoorsman — Wed, 19 Oct 2022 13:27:12 GMT

@Jazmin11 hi go into your settings and manually switch to 3g in network setting that should help with calls

Re: Account active

Meow — Wed, 19 Oct 2022 13:29:19 GMT

Did you port your number to PM?

When did you join PM?

What number callers see when you call them? The one you picked when signed up?

Re: Account active

will13am — Wed, 19 Oct 2022 14:16:33 GMT

@Jazmin11 , if your account is inactive, nothing would work. Since you report outgoing calls working but incoming calls going to voicemail, that potentially indicates a failed number port or one in progress. Another possibility is that call were errantly forwarded to voicemail unconditionally.

Re: Account active

Jazmin11 — Thu, 20 Oct 2022 01:28:33 GMT

How can I solve this

Re: Account active

Jazmin11 — Thu, 20 Oct 2022 01:29:25 GMT

My account is active thatswat I am able to make outgoing calls

Re: Account active

Jazmin11 — Thu, 20 Oct 2022 01:30:00 GMT

I will try this for sure

Re: Account active

Jazmin11 — Thu, 20 Oct 2022 01:31:01 GMT

Yes the same no

Re: Account active

softech — Thu, 20 Oct 2022 01:39:59 GMT

@Jazmin11 let us know how it turns out with changing the network to 3G Only. Check if the phone connected to the network at all and how many status bars.

Another phone to test is to put your PM sim card in another phone, this would force sim provision and could resolve the problem .

If it still fails with incoming calls, open ticket with 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 to you there

Re: Account active

Jazmin11 — Sat, 22 Oct 2022 11:10:18 GMT

Hi I tried the sim with other phone and the problem is solved. Thanks for the help

Re: Account active

Jazmin11 — Tue, 25 Oct 2022 16:46:54 GMT

Thank you