topic Re: Unable to receive calls in Get Support

Unable to receive calls

embacher — Sun, 26 Feb 2023 17:42:07 GMT

I have been a PM customer for years with no problems. I am unable to receive calls lately because incoming calls go directly to voice mail. Any ideas what the problem is?

Re: Unable to receive calls

Handy1 — Sun, 26 Feb 2023 17:43:01 GMT

@embacher Can you try SIM card in another phone and se if services are working properly

Re: Unable to receive calls

hTideGnow — Sun, 26 Feb 2023 17:44:37 GMT

Hi @embacher outboard calls ok and data ok?

Reseat the sim card with reboot. Or try using 3G Only for network type.

Also try your phone in other area

Re: Unable to receive calls

dust2dust — Sun, 26 Feb 2023 17:44:38 GMT

This certainly seems to be happening to a lot of people.

Go into networks and change to 3G and give it a second. Then change it back to 4G or LTE and give it another second. Then try calling in from another phone.

Re: Unable to receive calls

HALIMACS — Sun, 26 Feb 2023 20:13:05 GMT

@embacher

Are you generally in a remote or highly populated area?

It seems others in more remote areas are experiencing this more often in the last several weeks.

Re: Unable to receive calls

embacher — Sun, 26 Feb 2023 20:36:17 GMT

I am not in a remote area, my phone shows 3 bars of signal.

Re: Unable to receive calls

embacher — Sun, 26 Feb 2023 20:42:24 GMT

Have reseated my sim card, installed SIM on another phone same problem.

Re: Unable to receive calls

embacher — Sun, 26 Feb 2023 20:47:57 GMT

Have tried Sim card in another phone, same result

Re: Unable to receive calls

embacher — Sun, 26 Feb 2023 20:53:34 GMT

Outbound calls work sometimes, data works OK, have reseated SIM card, same result on another phone.

Re: Unable to receive calls

HALIMACS — Sun, 26 Feb 2023 20:53:52 GMT

@embacher wrote:
I am not in a remote area, my phone shows 3 bars of signal.

So we can scratch that one of the list @embacher (why the italics?)

Anyway, are you physically located in a lower unit in an apartment or building which is below ground level.

Is there any amount of concrete in adjoining structures / walls, etc?

Re: Unable to receive calls

embacher — Sun, 26 Feb 2023 20:57:39 GMT

none of the above, signal level shows 5 bars right now

Re: Unable to receive calls

hTideGnow — Sun, 26 Feb 2023 21:02:05 GMT

hi @embacher your signal bar shows 5 bars does not matter for voice call. Voice uses 3G network and your signal is LTE. Yiu need to change your network to 3G only first and see how many bars it shows

Re: Unable to receive calls

HALIMACS — Sun, 26 Feb 2023 21:06:46 GMT

@embacher

Try these fixes: (the ones you HAVEN'T already tried...)

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: Unable to receive calls

embacher — Sun, 26 Feb 2023 21:45:59 GMT

Hi......thanks for your suggestions. I just had a thought, my wife also has a PM phone. we tried making and receiving a call on her phone, neither worked same sympton as my phone. this must be a PM/ telus signal problem. Is there anyone I could report this to....Ernie

Re: Unable to receive calls

hTideGnow — Sun, 26 Feb 2023 21:48:42 GMT

Hi @embacher yes, it likely PM 3G network problem.

open ticket with PM CS agent here

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: Unable to receive calls

Handy1 — Sun, 26 Feb 2023 22:07:08 GMT

@embacher Yes report this to support , here’s how

Getting support / submit ticket

Get support by starting a conversation with virtual Chat box /SIMon. Click here

Or while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Watch for reply top of page to the

Right ( envelope image )

Re: Unable to receive calls

Nezgar — Mon, 27 Feb 2023 05:43:12 GMT

@embacher wrote:
Outbound calls work sometimes, data works OK, have reseated SIM card, same result on another phone.

You mean outbound calls don't work most of the time? When you place a test call, how many bars to you see while the call is active? Calls require the phone to switch to 3G service, so it's possible there's a 3G outage or a 3G coverage gap in your area which is reducing the reliability of calls, while LTE for data/sms/mms is good.

You can try calling these echo test numbers as per https://thetestcall.blogspot.com/

+1 416 342 9562 - Toronto ON

+1 250 412 5922 - Victoria BC

You could see if you can force your phone to 3G mode or disabling LTE to see if there is low signal strength on that network as well, depending if your phone lets you.

Re: Unable to receive calls

embacher — Mon, 27 Feb 2023 16:11:46 GMT

I cannot call the test numbers because I am unable to make calls. Please note I have the same problem on two phones.

Re: Unable to receive calls

hTideGnow — Mon, 27 Feb 2023 16:18:20 GMT

HI @embacher you have a chance to open ticket with PM Cs agent yet? They have responded yet?

Re: Unable to receive calls

embacher — Mon, 27 Feb 2023 16:25:37 GMT

Had a reply from Nezgar, gave me a number to make a test call, DID NOT SOLVE ANYTHING BECAUSE i CAN'T MAKE CALLS.