topic Re: Phone will not ring. Goes straight to voice mail in Get Support

Phone will not ring. Goes straight to voice mail

OA — Wed, 11 Jan 2023 17:20:29 GMT

I've read previous posts and followed the instructions viz changing from LTE to 3G. Like the person who had an identical issue, I'm also located in Halifax, Nova Scotia. But I still have the same issue i.e. phone will go immediately to voice mail. Very frustrating. Can someone please give me some different suggestion? I'm using an android Motorola phone. (Moto G Play). Thanks

Re: Phone will not ring. Goes straight to voice mail

softech — Wed, 11 Jan 2023 17:23:08 GMT

@OA how long you have been with PM ? did you recently join and port in old number from another provider?

Re: Phone will not ring. Goes straight to voice mail

Handy1 — Wed, 11 Jan 2023 17:23:47 GMT

@OA @sometimes rebooting your phone can be a quick fix for many issues or toggle air plane mode on and off

Re: Phone will not ring. Goes straight to voice mail

walker1 — Wed, 11 Jan 2023 17:25:52 GMT

@OA

You may need to have a Customer Support Agent look at your sim card and provisions for it.

Use the Chatbot Simon to get a service ticket started.

The link is at the bottom of this page.

Re: Phone will not ring. Goes straight to voice mail

OA — Wed, 11 Jan 2023 17:51:21 GMT

Just since 2 weeks now. I was with PC Mobile and ported the number. So I have the same number.

Re: Phone will not ring. Goes straight to voice mail

OA — Wed, 11 Jan 2023 17:52:58 GMT

I did exactly that.

1. Changed from LTE to 3G

2. Restarted my phone.

3. Powered off and then ON again.

4. Turned on airplane mode and off again

5. Removed SIM card and re-inserted.

so far...no luck

Re: Phone will not ring. Goes straight to voice mail

OA — Wed, 11 Jan 2023 17:54:35 GMT

Took some time but I eventually sent a private message. The chat asks for info that can be quite inconvenient. For example old account number. Will probably take me more time to find th info the Chatbot asks than to resolve the issue lol

Re: Phone will not ring. Goes straight to voice mail

HALIMACS — Wed, 11 Jan 2023 17:55:05 GMT

@OA

Try these fixes:

ensure airplane mode is not enabled

ensure do not disturb is not enabled

ensure the number calling you is not on a blocked senders list

disable any call-forwarding features/settings

turn off Bluetooth -- it's possible the 'ringing' is going through to a Bluetooth device instead of device's speakers

remove and reinsert your SIM card

reset network connections

If none of these fixes work, it's possible your Port has not fully completed.

Contact a customer support agent to reprovision the card and ensure the port is not being held up in any way.

Re: Phone will not ring. Goes straight to voice mail

OA — Wed, 11 Jan 2023 17:56:24 GMT

forgot to mention (or did I earlier ?) that I am located in Halifax, NS. Someone else had an identical problem which was solved by changing to 3G. But for me it does not seem to work.

Re: Phone will not ring. Goes straight to voice mail

OA — Wed, 11 Jan 2023 18:11:59 GMT

Thanks for the suggestions.

I've tried all but two of them - Reset Network connections - as I don't know how. Couldn't find where to do this. Perhaps this applies only to iphones? I'm using an android Motorola phone.

And I've also not tried turning off Bluetooth. Will do that. I've also sent a message to customer support.

Re: Phone will not ring. Goes straight to voice mail

dust2dust — Wed, 11 Jan 2023 18:15:53 GMT

On my Samsung - settings, about, the extra links down below and reset, reset network settings. You can also use settings, general management, reset.

I generally leave all things off until needed other than cell. Do you use bluetooth enough to leave it on?

Re: Phone will not ring. Goes straight to voice mail

esjliv — Wed, 11 Jan 2023 19:18:20 GMT

@OA wrote:
Just since 2 weeks now. I was with PC Mobile and ported the number. So I have the same number.

@OA - do you have services working still with PC Mobile by any chance?

Re: Phone will not ring. Goes straight to voice mail

OA — Wed, 11 Jan 2023 23:42:13 GMT

Yes - my bluetooth is generally always on. But bluetooth usage is not that much. Maybe I should turn it off.

Re: Phone will not ring. Goes straight to voice mail

HALIMACS — Wed, 11 Jan 2023 23:49:33 GMT

Yes, try it in case the 'ringing' is going thru a connected Bluetooth device.

Also, is your prior PC account completely closed?

I'm wondering if a port is being held up...

Re: Phone will not ring. Goes straight to voice mail

OA — Thu, 12 Jan 2023 15:25:12 GMT

Turning off bluetooth did not help. Even customer service seems unable to determine the cause. They are now going to escalate this to the tech dept. I also tried turning off "call forwarding".

Re: Phone will not ring. Goes straight to voice mail

softech — Thu, 12 Jan 2023 15:35:21 GMT

@OA did PM support confirmed the porting was indeed completed?

You sure the voicemail those incoming calls going are going to PM voicemail and not your old provider's voicemail?

and you are getting incoming text?

Re: Phone will not ring. Goes straight to voice mail

OA — Thu, 12 Jan 2023 15:49:45 GMT

PM support said that the port transfer might still not be complete. They asked if I still had my old SIM card. I said YES. Now I wait for the next move from PM support.

Re: Phone will not ring. Goes straight to voice mail

OA — Thu, 12 Jan 2023 15:57:23 GMT

This is what is showing on my phone

Re: Phone will not ring. Goes straight to voice mail

softech — Thu, 12 Jan 2023 15:59:59 GMT

@OA I suspected that the port was not completed either.

Yes, you have a screenshot about the call forwarding, but if porting was not completed, the calls will all routed to your old provider and what is shown on your device forwarding would not matter (the calls didn't reach PM network, so the forwarding rules would be used)

No worry, there is an easy way to check. There is a porting support team, you can talk to live person and they can confirm if the porting was indeed completed. I will message you the phone number. Please check your Community inbox and call porting support team

Re: Phone will not ring. Goes straight to voice mail

OA — Thu, 12 Jan 2023 16:14:08 GMT

PM Support sent me the number for the porting team. Thanks. Also, they have re-submitted a new request to PC Mobile. I inserted my old SIM card and instantly a message from PC Mobile popped up asking if I agree to the porting. I replied YES. So, hopefully, this should be fixed soon. Am surprised that no one at the Telus store in Hfx Shopping centre told me that I had to wait for a text and respond with a YES, otherwise the porting would not proceed. Had I known this earlier, I could've saved myself a lot of headache. It seems when they first sent a text and got no reply, the process just stopped. Thanks for your help. I will let you know how it goes.