topic Re: Cannot make outgoing calls in Get Support

Cannot make outgoing calls

GCaissie — Wed, 10 May 2023 12:43:58 GMT

@CS_Agent I am unable to make outgoing calls with my phone. I am certain it is a Sim card issue, because I experience the same problem when I put my Sim card in another device.

Please advise asap, I submitted a ticket weeks ago and didn't hear anything-I just saw the message that you're experiencing ticket issues.

Re: Cannot make outgoing calls

porcupine — Wed, 10 May 2023 11:45:34 GMT

you followed the right steps hopefully they will help you soon

Re: Cannot make outgoing calls

softech — Wed, 10 May 2023 11:50:25 GMT

@GCaissie did you use Chatbot to submit ticket or private message? There is problem with Chatbot and you might have to message support again for update

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: Cannot make outgoing calls

Patchio — Wed, 10 May 2023 11:57:25 GMT

@GCaissie

Gillian, yes, PM is experiencing ticketing issues with the SIMon chatbot.

If you want to reach customer support regarding your calling issue, you will need to contact them at the CS_Agent account via Private Message using the link below:

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

With this method, you will need to check your private message inbox (i.e., see the envelope icon at the upper right corner of the Community website).

Be prepared to verify and confirm ownership of the account by answering multiple questions, such as:

Your first and last name
Public Mobile Phone Number
Pin number

Edit to add: Sigh. I didn’t see softech’s response before I posted my response. Not trying to repeat what has already been stated. I type too slowly with these fingers.

Re: Cannot make outgoing calls

HALIMACS — Wed, 10 May 2023 12:05:46 GMT

To confirm, @GCaissie , you’re able to receive calls and text both in and out? And does your data work?

Just trying to determine whether the issue is simply that your account is suspended for some reason. When you login to self-serve, does it display as active or otherwise?

If suspended, make payment and resume service

Re: Cannot make outgoing calls

Dunkman — Wed, 10 May 2023 12:36:47 GMT

@GCaissie

As you wait for CSA help, try add prefix 1 in front of area code to see whether that works.

Other troubleshooting advice:

Try to manually select 3G Network.

Reboot phone

Network reset of phone (this will erase Wifi password settings)

Re: Cannot make outgoing calls

esjliv — Wed, 10 May 2023 16:55:00 GMT

@GCaissie word of advice, if you do not hear anything from a ticket you submitted within 48 hours (heck, I would do 24 hours), then reply to the ticket in your SENT folder in your messages and poke them about it. Best that they see you submitted it 2 weeks ago and hopefully they give priority to your ticket.