topic Re: Can not receive text message in Get Support

Can not receive text message

tommy20061222 — Wed, 02 Nov 2022 21:57:07 GMT

we bought a phone and SIM card couple days ago from public mobile site and found out that the phone can only send message but not receive message. We followed all the suggested steps and still not working. I am wondering can we get this SIM card exchanged?

Re: Can not receive text message

softech — Wed, 02 Nov 2022 22:01:45 GMT

@tommy20061222 did you port in your phone number from another provider? If so, check if you can receive incoming phone calls as well. If you requested porting , likely the porting was not completed and your old account with another provider is still active.

Check and let us know and will advise further

Re: Can not receive text message

Yummy — Wed, 02 Nov 2022 22:04:53 GMT

Did you port your old number to PM?

If you can send SMS and call out SIM is working as expected. Answer above question as this is main point if you cannot receive calls/SMS.

Re: Can not receive text message

tommy20061222 — Wed, 02 Nov 2022 22:12:03 GMT

Yes, I can receive incoming phone call.

Re: Can not receive text message

softech — Wed, 02 Nov 2022 22:34:01 GMT

@tommy20061222 What kind of phone is that? brand and model?

Do you get the message when you have Wifi or when you turn on Mobile data? Just want to confirm if the message is true SMS or iMessage/RCS. iMessage/RCS are not SMS and they need data connection (mobile data or wifi)

try to put your PM sim card in another phone to confirm if it works.

Again, it is critical to confirm you are getting incoming calls as it will be a totally different path of troubleshooting.

Re: Can not receive text message

tommy20061222 — Wed, 02 Nov 2022 22:50:32 GMT

The phone brand is Alcatel, android based.

We did try turn on/off wifi, only use data plan, but no luck.

we did our same SIM card into different phone, same problem.
The phone can definitely get incoming calls, I just tried a moment ago.

Re: Can not receive text message

tommy20061222 — Thu, 03 Nov 2022 14:50:42 GMT

Is there any updates on this? Thank you!

Re: Can not receive text message

softech — Thu, 03 Nov 2022 14:56:59 GMT

@tommy20061222 if you tried on a different phone and same issue, then it might not be a device problem.

I heard of similar issue before and support and reset something on the back end. Maybe open a ticket with them first:

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: Can not receive text message

tommy20061222 — Fri, 04 Nov 2022 00:16:37 GMT

Hey group,

Figured it out. Turns out iMessage can not be treated as regular text message when you send from iPhone to android. After turn iMessage off in iphone, things look great. Thank you all!

Re: Can not receive text message

dust2dust — Fri, 04 Nov 2022 00:21:24 GMT

imessage strikes again. Did you used to have an iphone? That iphone sender can also turn on send as sms and send as mms and they should be able to send out to you.