topic Re: service in Get Support

service

lukepatrick — Sun, 19 Mar 2023 07:38:53 GMT

sending text does not work

Re: service

BKNS27 — Sun, 19 Mar 2023 07:54:22 GMT

@lukepatrick

Did you just port your number over to PM from another carrier?

Porting could be incomplete.

Also check to see if Cellular data is enabled. If not, just turn it on.

Re: service

lukepatrick — Sun, 19 Mar 2023 08:39:35 GMT

an experienced tech and sales person checked out my ph and suggested that it is a public mobile problem.

I do have a new phone but sending a message did not work on the old ph either.

so what gives ?

Re: service

BKNS27 — Sun, 19 Mar 2023 09:04:34 GMT

@lukepatrick

If all settings on the phone is correct...this include the SMS & MMS settings are enabled and APN is set correctly. It could be a provisional issue with the SIM so contact a CS_Agent by submitting a ticket on SIMon Chatbot at the bottom of page or private message on the envelope icon above.

Their hours are 6:00am to 10:00pm EST so they will get back to you in the morning so keep your eyes on the pm envelope icon.

Re: service

HALIMACS — Sun, 19 Mar 2023 11:03:40 GMT

@lukepatrick

Did texting EVER work, or has this issue just recently begun? Does calling (in and out) work? Does your account status display as ACTIVE in self-serve? What do you hear when you dial 611?

Did you try:

rebooting your device
resetting network connections
toggling airplane mode on/off
removing and reinserting the SIM card

Failing that, did you check RCS settings on the device (i.e. iMessage or Chat) to ensure these settings aren't conflicting in any way with use of SMS services.

If all the above was tried, and checked, suppose you might try the customer support agents.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type uCustomer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: service

Luddite — Wed, 29 Mar 2023 19:04:00 GMT

@lukepatrick Was this resolved? How?

Many SMS issues can be resolved by

forcing a change of your SMS settings.

Go to Settings
Then go to Mobile networks and select a network other than Public Mobile, Telus, or Koodo
When you exit the menu the phone should lose the network.
Repeat the process and select Public Mobile as your mobile network.

This procedure will force the update of the message centre number. You can verify it in your message settings.