topic Re: Out of country - call fwd was turned off (not by me) in Get Support

Out of country - call fwd was turned off (not by me)

Tryinginvain — Fri, 10 Mar 2023 20:55:28 GMT

I’ve been out of Canada since Nov. I set up my call fwding to my Fongo number. It has worked SEVERAL times. Today, I needed a call to get a password to log into something. I never got the call so I called my public mobile number. Call forwarding did not work - it has somehow been turned off while I’m out of the country.

How do I get this turned back on? I cannot use my public mobile sim where I am the moment. To be clear, it was on….I did not turn it off and now it has been turned off. I need this turned back on!

Thanks

Re: Out of country - call fwd was turned off (not by me)

hycm53 — Fri, 10 Mar 2023 20:44:22 GMT

@Tryinginvain wrote:
I’ve been out of Canada since Nov. I set up my call fwding to my Fongo number. It has worked SEVERAL times. Today, I needed a call to get a password to log into something. I never got the call so I called my public mobile number. Call forwarding did not work - it has somehow been turned off while I’m out of the country.

How do I get this turned back on? I cannot use my public mobile sim where I am the moment. To be clear, it was on….I did not turn it off and now it has been turned off. I need this turned back on!

Thanks

Is your account activated? Did you paid plan when you're outside Canada?

Re: Out of country - call fwd was turned off (not by me)

dust2dust — Fri, 10 Mar 2023 20:44:34 GMT

The account needs to remain active. Is it? Are you in the states?

Re: Out of country - call fwd was turned off (not by me)

esjliv — Fri, 10 Mar 2023 20:44:56 GMT

@Tryinginvain - if your phone still ON, do you know?

Does anyone have access to it in Canada? Have them check it.

Re: Out of country - call fwd was turned off (not by me)

Tryinginvain — Fri, 10 Mar 2023 20:46:30 GMT

My phone is active and with me. I’ve done this the last 3 years! My call fwd’ing was TURNED OFF by public mobile. I need to get it turned back on.

Re: Out of country - call fwd was turned off (not by me)

Luddite — Fri, 10 Mar 2023 20:47:43 GMT

You cannot activate call forwarding without access to the PM network. I do this forwarding to Fongo as well and have never had an issue.
I assume your PM account is active, so you should able to retrieve voicemail by calling your PM number with Fongo. When you hear the voicemail intro press * and follow the prompts.

Re: Out of country - call fwd was turned off (not by me)

dust2dust — Fri, 10 Mar 2023 20:50:24 GMT

Public will not turn this off with an active service. We're asking about the account/service. Not the phone. Maybe the autopay failed for whatever reason and your account is suspended.

Adding - Or you're in the states and the sim is in your phone in the states and it got switched on (if it was off) and then it saw a US tower and that affects call forwarding.

Re: Out of country - call fwd was turned off (not by me)

computergeek541 — Fri, 10 Mar 2023 20:55:01 GMT

@dust2dust wrote:
Public will not turn this off with an active service. We're asking about the account/service. Not the phone. Maybe the autopay failed for whatever reason and your account is suspended.
Adding - Or you're in the states and the sim is in your phone in the states and it got switched on (if it was off) and then it saw a US tower and that affects call forwarding.

I checked my call forwarding settings, and the settings have been erased/disabled and it wasn't by me. I suspect that the recent calling issues to be a factor here.

Re: Out of country - call fwd was turned off (not by me)

hTideGnow — Fri, 10 Mar 2023 20:56:02 GMT

HI @Tryinginvain were you in USA? If your phone in US and was turned on, PM sim card tried to connect, it will disable call forwarding

Also, PM has some voice and forwarding problem last week. That could be another reason the forwarding was off

Re: Out of country - call fwd was turned off (not by me)

Tryinginvain — Fri, 10 Mar 2023 21:11:01 GMT

I’ve been doing this for years! My phone is active. My account is fine, I have a positive account balance. My call fwding was turned on by me before I left Canada (as I do every year). I am not in the US. It worked MANY times on this trip. It is no longer turned on, my only guess is that it was somehow turned off by public mobile. I am aware this is unusual. My phone and SIM card are with me, nobody else turned it off. I don’t know what else to say. I was able to submit a ticket so we’ll see if that helps.

Re: Out of country - call fwd was turned off (not by me)

wetcoaster — Fri, 10 Mar 2023 21:15:57 GMT

@computergeek541 wrote:
@dust2dust wrote:
Public will not turn this off with an active service. We're asking about the account/service. Not the phone. Maybe the autopay failed for whatever reason and your account is suspended.
Adding - Or you're in the states and the sim is in your phone in the states and it got switched on (if it was off) and then it saw a US tower and that affects call forwarding.
I checked my call forwarding settings, and the settings have been erased/disabled and it wasn't by me. I suspect that the recent calling issues to be a factor here.

This would have been my guess. There were other reports re: call forwarding since the trouble shooting of last week's voice problem.

Do we know that call forwarding is reliable again? I assume re-setting still needs to be done with the SIM physically in Canada / connecting to Canadian towers...

The only way I see for the OP to get back on track with this is swapping SIMs. Have a trustworthy person in Canada buy a new SIM from a corporate Koodo / Telus store, OP can log into their account and replace their SIM number with the one in the hands of their friend *, friend puts active new SIM into their own phone and sets up forwarding to OP's Fongo number. Take SIM out of phone (put their own SIM into their phone) and keep it safe until OP is coming back home.

* Disclaimer: I have not done this personally recently, it's based on the assumption that it's still possible to get account intern 2FA sent to e-mail instead of phone number. If it's needed for SIM card switch, that is.

Re: Out of country - call fwd was turned off (not by me)

dust2dust — Fri, 10 Mar 2023 21:17:15 GMT

I think htidegnow has hit on the likelihood. I also don't think support can return the forwarding. I don't recall reading here that this is something support can do. So, let us know.

Adding - and wetcoaster 🙂

Re: Out of country - call fwd was turned off (not by me)

hTideGnow — Fri, 10 Mar 2023 21:14:20 GMT

@computergeek541 wrote:
@dust2dust wrote:
Public will not turn this off with an active service. We're asking about the account/service. Not the phone. Maybe the autopay failed for whatever reason and your account is suspended.
Adding - Or you're in the states and the sim is in your phone in the states and it got switched on (if it was off) and then it saw a US tower and that affects call forwarding.
I checked my call forwarding settings, and the settings have been erased/disabled and it wasn't by me. I suspect that the recent calling issues to be a factor here.

Hi @computergeek541 Yes, very likely I remember seeing post about call forwarding troubles. But did you got voice problem? I thought only those got the voice problem will have trouble with call forwarding issue after. Maybe they reset everyone?

Re: Out of country - call fwd was turned off (not by me)

computergeek541 — Fri, 10 Mar 2023 21:18:08 GMT

@hTideGnow wrote:
@computergeek541 wrote:
@dust2dust wrote:
Public will not turn this off with an active service. We're asking about the account/service. Not the phone. Maybe the autopay failed for whatever reason and your account is suspended.
Adding - Or you're in the states and the sim is in your phone in the states and it got switched on (if it was off) and then it saw a US tower and that affects call forwarding.
I checked my call forwarding settings, and the settings have been erased/disabled and it wasn't by me. I suspect that the recent calling issues to be a factor here.
Hi @computergeek541 Yes, very likely I remember seeing post about call forwarding troubles. But did you got voice problem? I thought only those got the voice problem will have trouble with call forwarding issue after. Maybe they reset everyone?

I encountered no voice outage.

Re: Out of country - call fwd was turned off (not by me)

Tryinginvain — Fri, 10 Mar 2023 21:19:14 GMT

If they had an “issue” that reset call forwarding I would certainly hope they could turn it back on! Ridiculous if they can’t. I’m away every winter, this is enough of an issue to make me switch providers when I’m back in Canada. I need this to work. At the moment I’m trying to do my taxes and need a CRA code that I cannot get.

I thought about trying to get someone at home to get a new sim for me - and I appreciate someone suggesting it. It seems like a ridiculous thing to have to do but I guess I might end up needing to try that if nothing else works.

Re: Out of country - call fwd was turned off (not by me)

Tryinginvain — Fri, 10 Mar 2023 21:21:41 GMT

In the past I looked into wifi calling and Public Mobile didn’t offer it. Does anyone know if that changed? I could do a workaround with that if they have.

Re: Out of country - call fwd was turned off (not by me)

esjliv — Fri, 10 Mar 2023 21:25:37 GMT

Yes, there was posts about call forwarding being affect during the service outage over a week ago.

@Tryinginvain Perhaps you are affected by this: https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Service-Impacts/td-p/955119

Did your account happen to have a recent renewal? Seems many customer experienced this during renewal times.

Re: Out of country - call fwd was turned off (not by me)

computergeek541 — Fri, 10 Mar 2023 21:26:40 GMT

@Tryinginvain wrote:
In the past I looked into wifi calling and Public Mobile didn’t offer it. Does anyone know if that changed? I could do a workaround with that if they have.

There's no Wi-Fi calling at Public Mobile.

Re: Out of country - call fwd was turned off (not by me)

Tryinginvain — Fri, 10 Mar 2023 21:26:42 GMT

It has not been renewed for a long time.

Re: Out of country - call fwd was turned off (not by me)

BKNS27 — Fri, 10 Mar 2023 21:36:16 GMT

@Tryinginvain

Are you on AutoPay to make the monthly payment while you are out of the country? If you haven’t kept up with payment longer than 90 days, your account is closed, SIM is useless now and you lost your number.

It has been 4 months if you stopped payment.