topic Re: Cannot make calls in Get Support

Cannot make calls

TrevorM — Fri, 24 Feb 2023 06:00:40 GMT

I cannot make calls.

At first, it would immediately hang up without ringing, now it goes straight to a recording of a man's voice saying "sorry, we cannot complete your call since you don't have an active plan on your account..."

I am currently logged, and I DO have an active plan, with pre-authorized payments enabled.

Observations:

I am able to use text messaging, as well as my data. However, I cannot make phone calls.

I have tried my SIM card in other phones, and I got the same results.

I have tried a different SIM in my phone, and I could make phone calls.

Re: Cannot make calls

BKNS27 — Fri, 24 Feb 2023 07:38:58 GMT

@TrevorM

It sounds like a provisional issue with the SIM. Only thing you can do is contact a CS_Agent to look at it on their end.

Submit a ticket on SIMon Chatbot or private message them on this Community.

PM staff are available from 6:00am to 10:00pm EST but contact them now and they will get back to you tomorrow so keep your eyes on the private message envelope icon above.

Re: Cannot make calls

TrevorM — Fri, 24 Feb 2023 08:16:04 GMT

Thanks.

I guess I will try to make a ticket since I don't see an option for private messaging.

Re: Cannot make calls

RCO — Fri, 24 Feb 2023 09:21:49 GMT

If possible have someone phone you to see if incoming calls are working.

It may not be a solution but it may Help for you to know this.

I am not a techie but I do live almost directly between 2 Cell Towers

and I have had a similar glitch gremlins in the past

(especially coming back home from a distance)

and rebooting clear cache cookies and make sure you have lates update.

I know you probably have tried this .

Hang in there I sure you will get it worked out.

Cheer

Re: Cannot make calls

TrevorM — Fri, 24 Feb 2023 09:25:29 GMT

A CS_Agent was able to manually restart my subscription as it had been delayed due to a latency within PM system.

Everything seems to be up and running again.

Re: Cannot make calls

RCO — Fri, 24 Feb 2023 09:26:53 GMT

Awesome ,

TY for Posting

Re: Cannot make calls

esjliv — Fri, 24 Feb 2023 12:38:33 GMT

@TrevorM wrote:
Thanks.

I guess I will try to make a ticket since I don't see an option for private messaging.

@TrevorM - do you see the envelope at the top right of your community page? That is where you private message other members or Public mobile staff (CS_Agent).

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: Cannot make calls

BKNS27 — Fri, 24 Feb 2023 16:16:06 GMT

@TrevorM

Great that everything is up and running for you!

Re: Cannot make calls

hTideGnow — Fri, 24 Feb 2023 16:49:48 GMT

@TrevorM wrote:
Thanks.

I guess I will try to make a ticket since I don't see an option for private messaging.

HI @TrevorM

I hope you only meant you don't know how to private message CS agent, if so, message them here

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

But if meant you cannot private message anyone, make sure you enabled it , you need that to send and receive replies.

Come here https://productioncommunity.publicmobile.ca/t5/user/myprofilepage/tab/user-preferences:private-messenger

Make sure "Turn on private message" is enabled