topic Re: Can't receive calls or texts on new activation. in Get Support

Can't receive calls or texts on new activation.

Effieth22 — Wed, 21 Dec 2022 19:41:19 GMT

Activated new sim card yesterday. Installed in a phone that always worked fine on public mobile. I can call and text out fine, but can't receive either. People who try to to call me receive a message: "5UM1 the number you are calling is not equipped to handle incoming calls." Any ideas?

Re: Can't receive calls or texts on new activation.

softech — Wed, 21 Dec 2022 19:42:58 GMT

@Effieth22

was your account on the old carrier active when you requested porting and activated with PM?

A critical part to porting is to receive a text from your old provider and you have to reply YES within 90 mins. If you are not receiving calls and text on your PM sim card and can only make outgoing calls, then you might have missed the step and hence porting was not completed

There is a number to call to talk to live support, they can re-trigger the process for you. I will message the number to you via the Community inbox. Check the envelope icon on top right. Call them and get it fixed

Re: Can't receive calls or texts on new activation.

Effieth22 — Wed, 21 Dec 2022 19:43:01 GMT

I should also add that it is a new number.

Re: Can't receive calls or texts on new activation.

softech — Wed, 21 Dec 2022 21:33:59 GMT

@Effieth22 wrote:
I should also add that it is a new number.

@Effieth22

Since you picked new number. instead of portingi, it could be an issue with the activation, please open ticket with PM Support by Chatbot:

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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't receive calls or texts on new activation.

Quigley — Wed, 21 Dec 2022 19:51:58 GMT

@Effieth22

When you get a new phone number and get that message, the only one that can help you with that and get it fixed is a Customer Support Agent.

Use the Chatbot Simon to get a service ticket started first.

Re: Can't receive calls or texts on new activation.

Effieth22 — Wed, 21 Dec 2022 21:29:43 GMT

Why would I need to port a new number that I chose during the activation process?

Re: Can't receive calls or texts on new activation.

softech — Wed, 21 Dec 2022 21:32:32 GMT

sorry @Effieth22 , you don't.

Since you picked new number , you u just need to open ticket with PM support and ask them to confirm if the sim was provisioned properly

Re: Can't receive calls or texts on new activation.

gpixel — Thu, 22 Dec 2022 00:40:03 GMT

@Effieth22

PM has a tendency to provide numbers that are currently being used. sounds like that might be your problem and you may need to choose a different number

Re: Can't receive calls or texts on new activation.

Effieth22 — Thu, 22 Dec 2022 00:56:03 GMT

Thank you! That seems to be the fix! We will see.