topic Re: Not receiving calls in Get Support

Not receiving calls

Kandrews — Wed, 30 Nov 2022 21:46:25 GMT

Hi. I am not receiving calls when someone tries to call me. It goes straight to my voicemails. Why is that? I did restart my phone. Still nothing.

Re: Not receiving calls

hairbag1 — Wed, 30 Nov 2022 21:50:09 GMT

Does that happen when everyone calls or just one person ?

Perhaps that one person has an issue rather than you.

Re: Not receiving calls

will13am — Wed, 30 Nov 2022 21:53:29 GMT

@Kandrews , did you do a number port recently? If not, maybe you have do not disturb set on the phone or call forwarding to voicemail is set.

Re: Not receiving calls

statusquo — Wed, 30 Nov 2022 21:55:19 GMT

That would be very annoying. I never noticed there were so many problems before starting to read more of these posts in community.

Re: Not receiving calls

Kandrews — Wed, 30 Nov 2022 21:57:14 GMT

No I don't have the do not disturb on. Today my plan was auto topped.

Re: Not receiving calls

Kandrews — Wed, 30 Nov 2022 21:57:53 GMT

Just twice. Once with my skip driver. Than another I tried on my work phone.

Re: Not receiving calls

dust2dust — Wed, 30 Nov 2022 21:58:17 GMT

@statusquo- It's the nature of the business. Of course we see all the complaints. Nobody takes time out of their day to say hey provider you're doing everything exactly as how I expect it to and I pay for. Good job.

Re: Not receiving calls

walker1 — Wed, 30 Nov 2022 22:00:48 GMT

@Kandrews Since the problem is just intermittent, it's probably happens when your in a dead zone and the signal to your phone is weak, during those calls. So they go to your voicemail.

It's nothing to worry about.

Re: Not receiving calls

statusquo — Wed, 30 Nov 2022 22:05:20 GMT

Yes of course you are right. People are more likely to complain than praise. There's nothing wrong with complaining if it's justified and not getting the service paid for.

Re: Not receiving calls

darlicious — Wed, 30 Nov 2022 22:36:45 GMT

@Kandrews

This is likely a provisioning issue after renewal. Since customer support is extra busy and you are on the points to program try the following:

Log into your account using secret/incognito mode.
Go to your account page or the quick links menu.
Click on the lost/stolen feature.
Suspend your service via lost/stolen.**
Log out/in.
Resume your service via lost/stolen.
Log out and reboot your phone.
Call your phone # from another phone. Does it still go to voicemail?

**Disable 2FA verification before you suspend your service via lost/stolen.

Re: Not receiving calls

Kandrews — Wed, 30 Nov 2022 22:44:04 GMT

What do you mean by secret incognito mode?

Re: Not receiving calls

darlicious — Wed, 30 Nov 2022 22:52:50 GMT

@Kandrews

If you go to the 3 dots at the top right corner of your browser and click on it the drop down menu will offer you either "private", "secret" or "incognito" mode that hides your activity. It makes your account work better since it's super glitchy.

Re: Not receiving calls

Kandrews — Wed, 30 Nov 2022 22:53:05 GMT

Ya I tried the lost phone trick. Still not working.

Re: Not receiving calls

darlicious — Wed, 30 Nov 2022 22:54:33 GMT

@Kandrews

Just to double check...you logged out after suspending and before resuming service?

Re: Not receiving calls

Kandrews — Wed, 30 Nov 2022 22:57:39 GMT

no i suspended. Logged out. Logged back in. Resumed then logged out again and rebooted.

Re: Not receiving calls

darlicious — Wed, 30 Nov 2022 23:03:09 GMT

@Kandrews

Thanks for confirming. One more thing to try before contacting customer support. In your settings of your phone go to Network and Internet>>Mobile network>>Advanced>>"Preferred network type">>change to "3G" only. Now try calling your phone and see if it still goes to voicemail?

Re: Not receiving calls

Kandrews — Wed, 30 Nov 2022 23:11:35 GMT

Lol ya still the same thing. I have a A53 phone. But nothing has changed.

Not receiving calls

darlicious — Wed, 30 Nov 2022 23:29:05 GMT

@Kandrews

OK then your only choice is to contact customer support to reprovision your Sim card from the back end. Sometimes you can do it yourself but not this time. Submit a ticket via SIMon or send a private message.....it may take up to 2 to 3 hours for an initial reply due to larger than normal customer support requests. Responding promptly will speed up response times.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p/821771#M550981