topic Re: Problem with new account in Get Support

Problem with new account

AnnNina — Fri, 20 Jan 2023 23:00:20 GMT

I have recently opened a Public Mobile account and it was activated. The service is the 3G $15plan. This should give me free texting, a small amount of call time and a small amount of date. However, there are a couple of problems.

If I send International texts, they are shown as either "Received" or "Delivered". However, the recipients (I have tried several in the UK and France) don't receive the texts. Sending texts to another phone in Canada is successful.

If I try to phone (voice) with from another Canadian cellphone to the cellphone with the new account (both with Public mobile accounts), a service message is sent to me, saying that the customer cannot be reached. If I phone (voice) from the new account to another cellphone, the call goes through correctly.

The only thing I have done to try to solve this is check that the APN is correct and it is.

Please help!

Re: Problem with new account

Handy1 — Fri, 20 Jan 2023 23:01:39 GMT

@AnnNina Are you putting a 1 before the contact

Re: Problem with new account

HALIMACS — Fri, 20 Jan 2023 23:03:48 GMT

@AnnNina

We're you porting from another provider?

Did you respond "YES" to the port authorization request?

Try dialing 1 + 10 digit number when making calls.

EDIT: also @AnnNina , did you make sure you're sending an SMS message and not an MMS message or iMessage using RCS services? sometimes those iMessages can give delivery problems when the recipient may not have iMessage capabilities to receive...

Re: Problem with new account

hairbag1 — Fri, 20 Jan 2023 23:02:14 GMT

@AnnNina

try restarting phone to see if that helps.

Re: Problem with new account

AnnNina — Fri, 20 Jan 2023 23:06:43 GMT

No, because the text problem is with international texts, so I used 33 and 44 for France and the UK respectively.

Re: Problem with new account

AnnNina — Fri, 20 Jan 2023 23:09:04 GMT

I have tried this and it didn't help.

Re: Problem with new account

Handy1 — Fri, 20 Jan 2023 23:13:17 GMT

@AnnNina Try with 1 in front of the number your texting

edit it will work or it won’t worth trying you won’t be charged any money to try it’s pre paid so you don’t have to worry about a surprise bill

Re: Problem with new account

AnnNina — Fri, 20 Jan 2023 23:11:32 GMT

Yes, I was porting from Rogers. The number seemed to be ported within an hour and the phone shows the ported number.

Re: Problem with new account

dabr — Fri, 20 Jan 2023 23:11:59 GMT

@AnnNina Drop the 0 in front of the area code when dialing numbers for the UK, also you just need to put a + in front of the country code to dial out to international numbers.

Re: Problem with new account

AnnNina — Fri, 20 Jan 2023 23:13:50 GMT

I did use the + protocol.

Re: Problem with new account

dabr — Fri, 20 Jan 2023 23:16:44 GMT

@AnnNina So when you are sending the SMS is the zero in the area code left off from the number? It won't work with the zero in place.

Re: Problem with new account

AnnNina — Fri, 20 Jan 2023 23:23:42 GMT

Sorry, I pressed to accept the solution by mistake. I have not solved the problems.

Re: Problem with new account

HALIMACS — Fri, 20 Jan 2023 23:26:58 GMT

Easy to remove, @AnnNina

Just tap the 3 dots upper right, and mark as "not the solution"

Re: Problem with new account

dabr — Fri, 20 Jan 2023 23:28:19 GMT

@AnnNina It happens (accidentally accepting a solution) but you can go back to the post and undo the solution, I believe.

Re: Problem with new account

dabr — Fri, 20 Jan 2023 23:29:34 GMT

@HALIMACS You mean the downward arrow top right of post and not 3 dots from a long time ago? 😉

Re: Problem with new account

HALIMACS — Fri, 20 Jan 2023 23:31:39 GMT

OMG, yes @dabr

Thank you. 🤐

Re: Problem with new account

Handy1 — Fri, 20 Jan 2023 23:33:09 GMT

@AnnNina Under your name to the right by time stamp you can edit

Re: Problem with new account

AnnNina — Fri, 20 Jan 2023 23:35:44 GMT

Thank you. I have now undone the accepted solution.

Re: Problem with new account

AnnNina — Fri, 20 Jan 2023 23:38:08 GMT

I am just sending a text from the built-in Android messaging app. So far as I know, the default will be to send a simple SMS.

Re: Problem with new account

Handy1 — Fri, 20 Jan 2023 23:38:24 GMT

@AnnNina No worries we wanna make sure you get a resolve you can reach out to support if all else fails

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