topic Not receiving calls in Get Support

Not receiving calls

Shehnaz — Sat, 04 Mar 2023 16:30:24 GMT

I have switched my network from virgin to public almost a week ago. I didn’t receive any number transfer authorization from virgin mobile. I called them, they said public mobile needs to contact virgin and only then customer gets message. I paid 45 dollars for the plan and now being charged for virgin and public both. I am getting calls on virgin sim since it hasn’t been inactive. Please help me what to do

Re: Not receiving calls

softech — Sat, 04 Mar 2023 01:23:55 GMT

@Shehnaz

PM confirmed the voice issue and is working on it

https://productioncommunity.publicmobile.ca/t5/Announcements/Open-Issue-Service-Impacts/td-p/955119

The problem was since Wednesday for some people with both incoming and outgoing calls.

Try to change to 3G only and see if it connects to the network at all with such settings

If that does not help, I suggest you to open a ticket with PM support and let them aware you are one of those, too. Some customers got the ticket to support and got it resolved quickly

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: Not receiving calls

Dunkman — Sat, 04 Mar 2023 16:32:04 GMT

@Shehnaz

If you are still having issues after the overnight voice issue fix, you will need to contact customer service agent. I will also try to message you the Telus porting phone number to get the port request started again. Check your private inbox (envelope icon) upper right corner of website.