topic Re: Not receiving incoming calls in Get Support

Not receiving incoming calls

Toria9 — Tue, 31 Jan 2023 06:11:35 GMT

I am not able to receive incoming phones calls. This has been ongoing for 3+ days. (Note I’m able to make phone calls.) I’ve tried everything including: rebooting, turning airplane mode off/on, etc.etc. I have the unlimited talk plan. Any ideas as to why it’s not working? What else can I try to get incoming phone calls.
#publicmobile #publicmobileassistance

Re: Not receiving incoming calls

Handy1 — Mon, 30 Jan 2023 14:18:08 GMT

@Toria9 Did you just port number to PM and miss the confirmation Text if so I’ll a send you porting team number . Private message

Re: Not receiving incoming calls

Handy1 — Mon, 30 Jan 2023 14:17:27 GMT

@Toria9 Also if you just joined in the last few days and didn’t port it could be a provisioning issue , you can try SIM in another phone and see if it works and out back in you phone this may help force it to provision correctly other wise you need supports help

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Re: Not receiving incoming calls

HALIMACS — Mon, 30 Jan 2023 14:19:39 GMT

@Toria9

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.

to retrieve the private message that handy sent you, click on the envelope icon, upper right as you should see a red number in that envelope icon

Re: Not receiving incoming calls

esjliv — Mon, 30 Jan 2023 14:18:46 GMT

@Toria9 wrote:
I am not able to receive incoming phones calls. This has been ongoing for 3+ days. (Note I’m able to make phone calls.) I’ve tried everything including: rebooting, turning airplane mode off/on, etc.etc. I have the unlimited talk plan. Any ideas as to why it’s not working? What else can I try to get incoming phone calls.
#publicmobile #publicmobileassistance

@Toria9 - were you able to receive incoming calls before this?

If so, try 1 or more of the below:

perform a Reset of the device's Network Settings
move your sim card to another phone to see if services works
manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) to see if services work

________________

If you were never able to receive incoming calls and this was a port over to public from another provider, did you receive an SMS text on the previous provider's SIM card to approve the port over to public? Or, was it a landline or voip number that you ported?

If you have activated a new account and transferred over from another provider, note that incoming calls are usually the last to port over.

Cell ports can take 2-3 hours. Use the previous provider's SIM card to receive the porting transfer text for approval to port over to Public Mobile and to receive calls from until port is complete.
Landline/voip ports can take 3+ days. Expect a mix of services on the landline and Public Mobile SIM card until port is complete.

When the incoming calls stop on the previous provider’s SIM card and/or landline/voip account, that is a good indication the port is complete.

If still issues, submit a ticket with Public Mobile representatives (CSA) for help; click this link for issues with transfer/porting of phone numbers over to Public Mobile.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Re: Not receiving incoming calls

Toria9 — Mon, 30 Jan 2023 14:18:52 GMT

No I’ve had this number for over a year.

Re: Not receiving incoming calls

esjliv — Mon, 30 Jan 2023 14:20:17 GMT

@Toria9 wrote:
No I’ve had this number for over a year.

@Toria9 - so you have been with public mobile for over a year with this same number?

Have you obtained a new phone recently?

Re: Not receiving incoming calls

Handy1 — Mon, 30 Jan 2023 14:21:08 GMT

@Toria9

Outage map in your area:

https://istheservicedowncanada.com/status/telus/map

Re: Not receiving incoming calls

HALIMACS — Mon, 30 Jan 2023 14:33:11 GMT

@Toria9

You’ve had this number with public mobile for over a year?

And just now your incoming calls aren’t being received?

Try your public mobile SIM card in another device (if available ) to see if you can make outgoing calls with that device.

(EDIT: like @esjliv provided above)

Re: Not receiving incoming calls

esjliv — Mon, 30 Jan 2023 14:27:09 GMT

@Toria9 - in case you obtained a new to you phone, and you are an iphone user, is this phone registered to another number? If so, deregister the number on the iphone: https://selfsolve.apple.com/deregister-imessage/

Set up your phone number On your iPhone:

Go to Settings > Messages and make sure that iMessage is on. You might need to wait a moment for it to activate.
Tap Send & Receive. If you see “Use your Apple ID for iMessage,” tap it and sign in with the same Apple ID that you use on your Mac, iPad, and iPod touch.
In the "You can receive iMessages" section, make sure that your phone number and Apple ID are selected.
Go to Settings > FaceTime and make sure that your phone number and Apple ID are selected in the "You can be reached by FaceTime at" section.

What happens when you call your own number?

ALSO, please check the settings of your device to ensure that numbers are not blocked in your contacts app.

There is also a setting that all calls would go to voicemail if you have the setting set up to only accept incoming calls from people in your contact list so try searching for that and turn it off, OR, add these contacts to your phone.

You could also try manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings, but this should only be temporary to see if services improve.

Re: Not receiving incoming calls

HALIMACS — Mon, 30 Jan 2023 14:28:44 GMT

@Toria9

Also, try these fixes: (the ones you haven’t already…)

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

Re: Not receiving incoming calls

Toria9 — Mon, 30 Jan 2023 15:17:11 GMT

I’ve been with Public Mobile with the same number for about 6 months. I’ve had my iphone for 1+ years.

Re: Not receiving incoming calls

Toria9 — Mon, 30 Jan 2023 15:18:28 GMT

Thank you for your response and suggestions. How do I reset the device’s network settings?

Re: Not receiving incoming calls

Toria9 — Mon, 30 Jan 2023 15:19:07 GMT

Thank you for sharing.

Re: Not receiving incoming calls

Tsawwassen — Mon, 30 Jan 2023 15:41:54 GMT

This has happened to a family members new Bell Mobility plan- Bell advised that it may take up to 24 hours for a ported number to properly work-- and in our case by the next day all was well -- however 3+ days is way too long and should be reported to PM CS.

Re: Not receiving incoming calls

Handy1 — Mon, 30 Jan 2023 15:50:52 GMT

@Toria9 If your using iPhone go to phone settings / cellular /network selection and reset

Re: Not receiving incoming calls

hTideGnow — Mon, 30 Jan 2023 15:52:27 GMT

@Toria9 wrote:
Thank you for your response and suggestions. How do I reset the device’s network settings?

HI @Toria9

To reset network settings:

If you're using iOS 15 or later, tap Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.

If you're using iOS 14 or earlier, tap Settings > General > Reset > Reset Network Settings.

Re: Not receiving incoming calls

Toria9 — Mon, 30 Jan 2023 16:49:19 GMT

Thanks for your response.
No this is not a new number. And this is not a new iPhone. My phone line worked with my public mobile plan up until 3 days ago. When someone calls my number, it goes directly to voice mail. I checked - The numbers are not blocked. I haven’t changed anything on my phone or account. I am able to receive texts, FT, FT audio and calls … but no traditional phone calls.

It is quite strange!

Re: Not receiving incoming calls

Handy1 — Mon, 30 Jan 2023 17:00:19 GMT

@Toria9 Might be time to go straight to support for this issue

while your already here and logged in the community

you can send a private message to our CS_Agents by clicking here.