topic Re: Cannot make or Receive calls in Get Support

Cannot make or Receive calls

jono1210111 — Wed, 31 May 2023 13:21:16 GMT

I cannot make or receive calls.

When I make a call it says "your call cannot be complete as dialed" and when someone tries to call me it says something about roaming fees. I have auto payments for my plan but my April payment hasn't showed up on my credit card. But when I login to public mobile it says I do not owe anything.

Any suggestions?

Re: Cannot make or Receive calls

Handy1 — Wed, 31 May 2023 13:25:29 GMT

@jono1210111 Have you tried rebooting the device and or reset network setting to start also is it possible you can try SIM card in another phone to see if services are working

Re: Cannot make or Receive calls

will13am — Wed, 31 May 2023 13:28:38 GMT

@jono1210111 , with all the changes going on in the background it does seem like a reboot to refresh the network connection can be helpful. On the weekend, my phone was stuck on dialing. After reboot calls were going through right away.

Re: Cannot make or Receive calls

jono1210111 — Wed, 31 May 2023 13:32:27 GMT

I have tried those things. Doesnt seem to be working. Im confused as to why my April payment didn't go through. My account says I do not owe anything.

Re: Cannot make or Receive calls

jono1210111 — Wed, 31 May 2023 13:33:37 GMT

I have rebooted my phone. I have also turned on my data on and off and turned airplane mode on and off and it still is doing the same thing

Re: Cannot make or Receive calls

Handy1 — Wed, 31 May 2023 13:33:39 GMT

@jono1210111 If you dial 611 or log into my account does your account says active or suspended ? If suspended you need to make manually payment

Re: Cannot make or Receive calls

softech — Wed, 31 May 2023 13:37:08 GMT

@jono1210111 if you change your Preferred network or network mode to 3G only (or WCDMA only), does the phone connect to PM network in such mode?

Re: Cannot make or Receive calls

hTideGnow — Wed, 31 May 2023 13:37:11 GMT

HI @jono1210111 but data works? is text working?

Re: Cannot make or Receive calls

jono1210111 — Wed, 31 May 2023 13:38:59 GMT

It says "My services are on hold" How do I change this?

Re: Cannot make or Receive calls

Handy1 — Wed, 31 May 2023 13:42:14 GMT

@jono1210111 You have to make manual payment seems you april payment you mentioned did not go thru hence no services

add

Auto pay can fail

To make payment and reactivate plan .. if you know PIN number you can *611 with a voucher and *611 no PIN needed . You can also do this by by calling 18554PUBLIC . otherwise log into self serve make manual payment and reactivate service and or update credit card if necessary

Re: Cannot make or Receive calls

jono1210111 — Wed, 31 May 2023 13:46:27 GMT

how do I make a manual payment?

Re: Cannot make or Receive calls

Handy1 — Wed, 31 May 2023 13:47:48 GMT

@jono1210111

Auto pay can fail

in payment tab of your my account manage subscription

Re: Cannot make or Receive calls

jono1210111 — Wed, 31 May 2023 13:50:01 GMT

I used a different credit card for the month of April. It is saying my services are on hold. How do I change this?

Re: Cannot make or Receive calls

jono1210111 — Wed, 31 May 2023 13:51:42 GMT

It says I am still subscribed. It says "Subscription will renew on May 31, 2023."

Re: Cannot make or Receive calls

Handy1 — Wed, 31 May 2023 13:51:59 GMT

@softech Help here please , can you give @jono1210111 your picture reference for making manually payment

Re: Cannot make or Receive calls

Handy1 — Wed, 31 May 2023 13:53:08 GMT

@jono1210111 Ok did you try @softech suggestion of putting your network setting to 3 G

Re: Cannot make or Receive calls

Handy1 — Wed, 31 May 2023 13:54:36 GMT

@jono1210111 Also is your plan renewal last night /today if services are working and you get this message in renewal it can be ignored … try network on the 3 G

Re: Cannot make or Receive calls

sfy — Wed, 31 May 2023 13:58:32 GMT

@jono1210111 Seems the credit card change has confused the system. Time to open a trouble ticket I think.

To obtain a support ticket, click on https://widget.telus.tiia.ai/publicmobile/publicmobile.html and enter your question in SIMon. Follow / invent the prompts until you reach the Contact Us button, click on it and a Submit Ticket button should appear. To confirm that your ticket has been submitted, check the SEND box in your private messages; click on the small envelope next to your avatar at the top right of your screen.

If you have problems submitting a ticket via SIMon just send a private message to the CSAs. Click: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437.