topic Re: Cannot make phone calls or receive them in Get Support

Cannot make phone calls or receive them

JorCal — Thu, 18 May 2023 15:14:23 GMT

Try to phone and it says “Hi, public mobile here. Sorry your call cannot be completed as dialled. Please check the number and try again.”

Husband tried calling me and it told him he couldn’t get through because he doesn’t have a U.S roaming package.
I’m in Canada.

Re: Cannot make phone calls or receive them

JorCal — Thu, 18 May 2023 14:56:53 GMT

I tried shutting my phone off for 5 minutes. Still not working.

Re: Cannot make phone calls or receive them

dust2dust — Thu, 18 May 2023 14:57:48 GMT

Can you do real sms texting (not imessage to another iphone)? Can you browse the internet on cell data (not wifi)?

Re: Cannot make phone calls or receive them

JorCal — Thu, 18 May 2023 14:58:25 GMT

Only can text on wifi.

Re: Cannot make phone calls or receive them

dust2dust — Thu, 18 May 2023 14:59:19 GMT

So it sounds like you're using an iphone. What recording do you get when you dial 611?

Re: Cannot make phone calls or receive them

JorCal — Thu, 18 May 2023 14:59:27 GMT

And only can browse internet on wifi

Re: Cannot make phone calls or receive them

softech — Thu, 18 May 2023 15:00:01 GMT

@JorCal did you try to login My Account and confirm Account status is Active?

Also, try to put your sim card in another phone, if you have one. This could force a sim re-provision and it might resolve the issue without going to support

But if nothing works, please engage support

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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: Cannot make phone calls or receive them

hTideGnow — Thu, 18 May 2023 15:00:36 GMT

HI @JorCal we have couple posts about this recently. I don't remember anyone coming back saying any fix works

Please submit a ticket with CS agent 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: Cannot make phone calls or receive them

softech — Thu, 18 May 2023 15:10:32 GMT

@JorCal but what is showing on My Account for Account status? (and remember to use Incognito mode to check)

no worry, if it shows Active and still does not work, it is perfectly ok to contact support, don't feel bad about it. Afterall, there are only so many (or so little) we can help if it is an account issue

Also, if it is account suspended, you shouldn't be getting the recording about US roaming

Re: Cannot make phone calls or receive them

JorCal — Thu, 18 May 2023 15:14:28 GMT

Not sure why the US roaming came up? Strange. BUT…. My wallet was stolen and just updated all info. Got my new payment method in there. Should have realized that was what was going on.
thanks a bunch!

Re: Cannot make phone calls or receive them

softech — Thu, 18 May 2023 15:16:23 GMT

@JorCal so it works after the new payment is in and paid?

Re: Cannot make phone calls or receive them

JorCal — Thu, 18 May 2023 15:29:52 GMT

Was able to phone and receive calls.
so I’m not sure where the U.S roaming message came from. That one will be a mystery.

Re: Cannot make phone calls or receive them

softech — Thu, 18 May 2023 15:32:38 GMT

@JorCal I guess it is good as long as the service is now resumed , both incoming/outgoing calls and texts, data are working

As to the US roaming, would be nice if you can open a ticket with support and have them to investigate further to assure it won't come up again out of nowhere

Re: Cannot make phone calls or receive them

LitlLdy — Thu, 18 May 2023 15:42:14 GMT

@JorCal wrote:
Was able to phone and receive calls.
so I’m not sure where the U.S roaming message came from. That one will be a mystery.

@JorCal , we’ve seen this odd glitch before where some customers have gotten these odd messages when needing to make a payment! Thank you so much for letting us know it now works. We appreciate the feedback.

I had the US roaming message while still at home no where near the boarded! Except in my situation my service was paid for! This within this past month, I had all kinds of things wrong on my service that had to be fixed on their end! It took a awhile to fix each issue so I could use my service. They had Telus tier 2 Tech Support working on mine for a couple weeks! Which still checked in last week!

So sometimes odd things happen here, some are easy fix & don’t require help from CSA or Tech!

Edited: For more info!

Re: Cannot make phone calls or receive them

dust2dust — Thu, 18 May 2023 15:44:14 GMT

I'm still not clear on whether your account was suspended and you simply made a payment and now it works? Or did you contact support? Or did it just suddenly start working on its own?

Re: Cannot make phone calls or receive them

JorCal — Thu, 18 May 2023 15:50:48 GMT

Didn’t contact support. Changed payment method. Everything is fine on my end. Still unsure why the U.S roaming message came up for incoming calls. Had someone phone me and it came through.

Re: Cannot make phone calls or receive them

dust2dust — Thu, 18 May 2023 15:58:39 GMT

So you changed payment method and made a payment with that?

The US message is of course wrong but I've seen that subtle difference here before so I asked what worked and you said nothing did, so I concluded that your service was suspended.

Others couldn't wait to finalize that fact before suggesting you contact support for no reason. My comment was not disrespectful to anyone in particular, just an observation of the replies. But they'll be busy reporting me anyway because they don't like it when I speak out.

Glad it's all working for you now.

Re: Cannot make phone calls or receive them

softech — Thu, 18 May 2023 16:23:01 GMT

For us who helps other here, it is like doing a doctor's job, a family doctor.

Each doctor has his or her way to deal with the symptoms. He/she can have different judgement when to forward the "patient" to see "specialist." Some doctors are smarter, he see the case clearly and make the call early to send patient to specialist to avoid losing time and lossing "life" (in this case, PM lossing accounts). Some doctors "think" they know everything, but in the end, wasted the patient time.

There is really no need to make unnecessary comment about you "think" how others not doing the job properly Just put our heart out to help. Remember, our ultimate goal here is to resolve other's issues and avoid PM from losing accounts

At the end of the day, we need to make this a happy Community and we need to respect each other 🙂

@hTideGnow just ignore posts you don't want to see 🤣

Re: Cannot make phone calls or receive them

hTideGnow — Thu, 18 May 2023 16:53:09 GMT

Thanks @softech .

Looking back of all the post, there is only a 50% chance of it was about me 🤣

But why some members need to make it so tense here? I truly have evaluated the situation all the time before sending anyone to agent. Why can't we just focus on helping?

Re: Cannot make phone calls or receive them

esjliv — Thu, 18 May 2023 17:05:10 GMT

@JorCal wrote:
Was able to phone and receive calls.
so I’m not sure where the U.S roaming message came from. That one will be a mystery.

@JorCal - that US Roaming message has been reported too often lately, IMO. Public must have done something in their backend to trigger this message on some accounts. I am just not sure what triggers it..🤔

If you are in Canada, and you didn't recently return from a trip to the USA; then I would for sure go to customer support and tell them about this. Perhaps mention other customers here on the forum are experiencing the same message. If you want to share what they come back with, it may be interesting to know...or they won't share anything with you about it and will will continue to be in the dark and just keep suggesting troubleshooting with Public knowing about the issue. 🙄