topic Re: Why are call going to voice mail???? in Get Support

Why are call going to voice mail????

mbd1234 — Tue, 31 Jan 2023 14:02:00 GMT

I can call out and all calls are going to voice mail. I changed sim card to a new phone and this is happening. What is the answer?? I hope customer service reads these messages. I'm ready to cancel my account.

Re: Why are call going to voice mail????

Handy1 — Tue, 31 Jan 2023 14:04:21 GMT

@mbd1234 Did you just port your number and miss the confirmation text ? If so I’ll send you port team number private message

edit we are just customers like you trying to help

Re: Why are call going to voice mail????

mbd1234 — Tue, 31 Jan 2023 14:05:56 GMT

I ported my number about a week ago and it was working fine on the other phone. now it doesn't work on this phone.

Re: Why are call going to voice mail????

HALIMACS — Tue, 31 Jan 2023 14:08:34 GMT

@mbd1234

FYI, we are customers just like you, so we don’t have access to your specific account.

Usually when this happens it’s because the porting has not completed from your prior provider here.

Did you definitely respond “Yes” to the port authorization request?

Here are several other things to try:

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: Why are call going to voice mail????

Handy1 — Tue, 31 Jan 2023 14:07:32 GMT

@mbd1234 If your existing customer and got new phone and just put SIM card in new phone try rebooting the device first

Re: Why are call going to voice mail????

softech — Tue, 31 Jan 2023 14:08:52 GMT

@mbd1234 so it was working well before?

and outgoing calls working fine?

What new phone is that? brand and model?

PM uses ONLY 3G for voice calls, Usually the phones need to switch from 4G/LTE when calls come. So, if your new phone does not have all the 3G bands require, the switching could be slower and the calls could got routed to VM before you phone switching over to 3G

one thing to try, change your preferred network to 3G ONLY and see if it helps.

Also try incoming calls at different area, it could also be just a weak 3G signal in where you are now

Re: Why are call going to voice mail????

Handy1 — Tue, 31 Jan 2023 14:09:06 GMT

@mbd1234 Did you buy phone brand new , or of Kijiji , face book market place check device

Check the Status of Your Device in Canada | https:/

Re: Why are call going to voice mail????

mbd1234 — Tue, 31 Jan 2023 14:09:20 GMT

I've done that 3x

Re: Why are call going to voice mail????

mbd1234 — Tue, 31 Jan 2023 14:09:58 GMT

It was working fine on my other phone for a week.

Re: Why are call going to voice mail????

Handy1 — Tue, 31 Jan 2023 14:11:52 GMT

@mbd1234 Also check

Outage map in your area:

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

Re: Why are call going to voice mail????

HALIMACS — Tue, 31 Jan 2023 14:13:24 GMT

Try the public mobile Sim card in another device to see if you can receive calls. Also, try someone else’s Sim card in this new device you acquired to see if you can receive calls on it.

This will help to exclude whether it is an account or a device related setting or issue.

Re: Why are call going to voice mail????

softech — Tue, 31 Jan 2023 14:12:57 GMT

@mbd1234 again, what is the brand and model of the phone with the problem?

and try changing Preferred network to 3G Only

Re: Why are call going to voice mail????

mbd1234 — Tue, 31 Jan 2023 14:13:02 GMT

Its a ZTE

Re: Why are call going to voice mail????

mbd1234 — Tue, 31 Jan 2023 14:15:24 GMT

Brand new. ZTE

Re: Why are call going to voice mail????

softech — Tue, 31 Jan 2023 14:15:45 GMT

@mbd1234 which exact model? will try to lookup if it has enough bands on the 3G network for a stable voice connection

and again, outgoing calls without problem?

Re: Why are call going to voice mail????

esjliv — Tue, 31 Jan 2023 14:16:49 GMT

@mbd1234 wrote:
It was working fine on my other phone for a week.

@mbd1234 - if incoming calls were working on the previous phone, then your port seems successful.

Can you check the settings of your device and and ensure you don't have the setting selected saying to only accept calls from people only in your Contact List? If so remove this option or add callings ro your contacts.

If this is not the issue can you remove your SIM in you new phone, and insert it into another compatible phone. Then restart that other phone. Do incoming calls work?

Now remove the SIM card and put it back in your phone. Do incoming calls working now in your new phone?

If you are still having issues ask a CSA what could be the issue. And please if they are able to fix the issue, would you mind coming back to share what they say here? It could help others with the same problem.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Why are call going to voice mail????

mbd1234 — Tue, 31 Jan 2023 14:16:59 GMT

outgoing calls no problem.

Z2335CA

Re: Why are call going to voice mail????

mbd1234 — Tue, 31 Jan 2023 14:19:36 GMT

The ZTE had a different SIM and it was working fine. When I changed the SIM yesterday to public mobile this issue started.

Re: Why are call going to voice mail????

softech — Tue, 31 Jan 2023 14:23:09 GMT

@mbd1234 did you use the ZTE on a different Pm sim before? or a different provider sim before?

your phone has all the 3G bands need for PM voice, so it should work

try to change your network to 3G only by:

From the Home screen, select

Menu>Settings>Wireless & network >Mobile Network > Preferred network type

select 3G

Re: Why are call going to voice mail????

Handy1 — Tue, 31 Jan 2023 14:25:07 GMT

@mbd1234 Sounds like a stuck in port issues , did you transfer number from old sim to new sim , did you reply YES to confirmation text you would have 90 min window to do so if yes try the number I sent you , if you didn’t and just got new public sim and activated it and put in phone then it’s most likely provisioning issue . In that case you need contact support and @esjliv already provided you that link