topic Re: Call not receiving in Get Support

Call not receiving

Mehdimomin — Tue, 03 Jan 2023 05:53:17 GMT

I notice since 3 weeks I am not able to receive any call I already check,clean, SIM card but I can call only

please help

Re: Call not receiving

walker1 — Tue, 03 Jan 2023 00:56:13 GMT

@Mehdimomin

Did you recently port over your phone number from another provider?

If yes, call the phone number I sent you and ask them about your port request.

Re: Call not receiving

Handy1 — Tue, 03 Jan 2023 00:49:37 GMT

@Mehdimomin @Try restarting phone / airplane mode of / and on or even try resetting your network setting making sure it’s set to Telus if you need more assistance you can also try reaching out to support

Getting help from agent , through automation

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.

Or get direct help from a agent right here in the community ( my preferred choice )

Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work

Re: Call not receiving

walker1 — Tue, 03 Jan 2023 00:54:34 GMT

@Mehdimomin

You might want to reach out to a Customer Support Agent and have them look into your sim card and provisions for it.

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

You'll find the link for that at the bottom of this page.

Re: Call not receiving

HALIMACS — Tue, 03 Jan 2023 01:05:46 GMT

@Mehdimomin

Did you respond "YES" to the port authorization request text upon activation?

If not, to re-initiate the port, click here: https://urlshortner.tiia.ai/Lc9xk8

Then make sure to place your prior provider SIM card in device, await text for port authorization, reply "YES", then replace with your newly activated Public Mobile SIM card.

Reboot your device, and you should be good to go.

Re: Call not receiving

hTideGnow — Tue, 03 Jan 2023 01:12:01 GMT

Hi @Mehdimomin

how long you joined PM? you absolutely sure you ever received calls on your PM phone since joining?

Call not receiving

darlicious — Tue, 03 Jan 2023 12:51:31 GMT

@Handy1

Please observe and learn. Don't guess. Use the search bar if you are unsure how to answer a question. Suggesting a customer contacts customer support before determining what their real issue is defeats the purpose of the community. The more you learn the more knowledgeable you will be will lead you to more helpful with suggestions you post. Ask more questions....they will lead you to the answers customers seek.

@Mehdimomin

From the info in your post there 3 likely scenarios for your issue in descending order:

A failed port. If you activated your account 3 weeks ago and requested porting of your phone number from your old provider and it failed this would cause the inability to recieve incoming calling. Try calling your phone number. Do you get your pm voicemail or your old voicemail message? Can you log into your old provider's account? If you have your old Sim card when you put it in your phone does it still work? Or does it give you an error message? If the old Sim card works or connects to your old provider's network then check that you have active service or reactivate your service** to be able to reinitiate your port request by calling the phone # supplied to you by @walker1 in your private messages. Have your old account # ready to give the telus porting department when you call them. Make sure you have your old Sim card in your phone to reply YES to the PAT (porting authorization text) within 90 minutes of recieving it. Your port will then complete within a few minutes to a maximum 2 hours. Your old Sim card will stop working and your old account will automatically close and be canceled. Put your pm Sim card in your phone and reboot. **If you are porting from telus or postpaid koodo/prepaid koodo an active account is not required but a port request needs to be made via customer support. All prepaid koodo phone transfers can only be requested thru customer support.
If you activated with a new phone number or recently went thru renewal and you lost the ability to recieve incoming calling and it diverts to your pm voicemail then it's possible your Sim card needs to be properly provisioned to your account or if after renewal your Sim card needs to be reprovisioned to your account. Contact customer support to (re)provision your Sim card.
Or if your incoming calling suddenly started to default to your pm voicemail after being with pm for awhile in could be an issue with your local cell tower affecting the 3G network that your voice services use for calls. Try setting your network mode (in your Settings>>connections>>network mode/type>> 3G only)and see if this restores your incoming calling.