topic Re: Cant receive phone calls or text messages. in Get Support

Cant receive phone calls or text messages.

WKFord — Wed, 08 Feb 2023 11:49:53 GMT

Samsung A10

Problem just started, I can send texts and make calls, internet works , but cant receive texts or calls. Calls just go straight to vm.

Have restarted, and taken the SIM card out but that doesnt fix the problem.

Re: Cant receive phone calls or text messages.

hycm53 — Wed, 08 Feb 2023 01:20:53 GMT

@WKFord wrote:
Samsung A10

Problem just started, I can send texts and make calls, internet works , but cant receive texts or calls. Calls just go straight to vm.

Have restarted, and taken the SIM card out but that doesnt fix the problem.

Try reset network.

Re: Cant receive phone calls or text messages.

Handy1 — Wed, 08 Feb 2023 01:22:51 GMT

@WKFord Also can try putting your preferred net work to 3G and see if that helps

Re: Cant receive phone calls or text messages.

LoveNature — Wed, 08 Feb 2023 01:23:54 GMT

Hi @WKFord

try to select 3G network and reboot device. or insert your SIM card in other device.

Re: Cant receive phone calls or text messages.

softech — Wed, 08 Feb 2023 01:29:39 GMT

@WKFord

which province and city you are at?

did you try your sim on another device?

try to change the Preferred network type to WCDMA Only

Re: Cant receive phone calls or text messages.

BKNS27 — Wed, 08 Feb 2023 01:31:29 GMT

@WKFord

Try rebooting your phone by powering off and not restart the phone.

Contact a CS_Agent if it didn’t work by creating a ticket on SIMon Chatbot (bottom of page) or private message (envelope icon above) them.

Re: Cant receive phone calls or text messages.

WKFord — Wed, 08 Feb 2023 01:31:52 GMT

Have rebooted by power off and that doesnt help.

Re: Cant receive phone calls or text messages.

WKFord — Wed, 08 Feb 2023 01:32:16 GMT

Alberta

Re: Cant receive phone calls or text messages.

HALIMACS — Wed, 08 Feb 2023 01:34:12 GMT

@WKFord

Try these fixes:

ensure airplane mode is not enabled

ensure do not disturb is not enabled

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

disable any call-forwarding features/settings

turn off Bluetooth -- it's possible the 'ringing' or 'notification' sounds are going through to a Bluetooth device instead of device's speakers

remove and reinsert your SIM card

reset network connections

Re: Cant receive phone calls or text messages.

WKFord — Wed, 08 Feb 2023 01:43:39 GMT

Does work in another phone, so issue is the phone

Re: Cant receive phone calls or text messages.

esjliv — Wed, 08 Feb 2023 01:44:01 GMT

@WKFord - Alberta had a bunch of outages yesterday, I think some trickled over to today. Wonder if there is still an issue?

Check for outages in your area:

https://www.telus.com/en/on/outages

https://istheservicedowncanada.com/status/telus

https://downdetector.ca/status/telus/map/

Re: Cant receive phone calls or text messages.

HALIMACS — Wed, 08 Feb 2023 01:46:05 GMT

@WKFord

If it's the device, check all call and message settings, Do Not Disturb, etc, etc.

Also, try reinserting the SIM card back into the device and try again. Perhaps the SIM card wasn't resting correctly in the SIM slot and/or a reconnection to the network might resolve the issue.

Re: Cant receive phone calls or text messages.

LoveNature — Wed, 08 Feb 2023 01:51:49 GMT

@WKFord wrote:
Does work in another phone, so issue is the phone

@WKFord

Check the Status of Your Device

try to reset all network.

Re: Cant receive phone calls or text messages.

WKFord — Wed, 08 Feb 2023 01:54:27 GMT

Putting the sim card in another phone brought up a number of text messages. Putting it back in my phone and it started working.

Thanks for everyones help.

Re: Cant receive phone calls or text messages.

HALIMACS — Wed, 08 Feb 2023 01:57:13 GMT

@LoveNature wrote:
@WKFord wrote:
Does work in another phone, so issue is the phone
@WKFord
Check the Status of Your Device

try to reset all network.

@LoveNature , however the OP has already stated they can send texts and make calls - so device isn't blacklisted.

@WKFord , to add more confidence, use ANOTHER person's SIM card in your device and see if you can send and receive both texts and calls using it. If it really is a device issue, you still won't be able to receive them.

Re: Cant receive phone calls or text messages.

softech — Wed, 08 Feb 2023 01:57:44 GMT

@WKFord wrote:
Alberta

@WKFord so, you tested changing to WCDMA only and see if the phone connects at all?

you have a chance to test your phone in another location ? Just in case it is a local network issue

Were you having similar issue yesterday afternoon?

Since there was a big outage in AB and SK, I think while you are troubleshooting and trying all the workarounds, open ticket with PM support and let them check. Maybe it was something from yesterday's outage

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Cant receive phone calls or text messages.

PublicNeil — Wed, 08 Feb 2023 16:08:32 GMT

Exact same issue with my phone in Cold Lake, Alberta. I can't receive texts or calls. Everything else is fine. I submitted a trouble ticket because nothing else suggested on many groups has resolved the issue. It's a very annoying issue going on 24 hours now. Good luck!

Re: Cant receive phone calls or text messages.

softech — Wed, 08 Feb 2023 16:12:10 GMT

@PublicNeil When did that happen? The wide outage was on Monday afternoon, do you have the problem since Monday?

Re: Cant receive phone calls or text messages.

PublicNeil — Wed, 08 Feb 2023 16:51:16 GMT

I didn't notice any problems for sure until yesterday (7 Feb) at 330 pm MT. Super frustrating issue. I've never experienced anything like this with a phone before.

Re: Cant receive phone calls or text messages.

PublicNeil — Wed, 08 Feb 2023 16:55:25 GMT

I'm gonna try this. Besides giving up it's the only remaining chance 🙂