topic Re: Cannot setup call forwarding, error message in Get Support

Cannot setup call forwarding, error message

EricP — Tue, 25 Jul 2023 12:05:29 GMT

Hello, I need help from the helpful moderators. I just switched from Fizz.ca. I use Youmail for voicemail, I have a premium paid account with them so I have a dedicated number for my voicemail. However I can't setup the voicemail or call forwarding.

I tried to change the number in the voicemail settings in my phone app, and the youmail number is saved and displayed, but it still goes to my public mobile voicemail. Also when I go to "service", it's set to carrier and there is no other option to choose.

I therefore tried settling up call forwarding, which I believe is how I had it setup with fizz. It slowly (very slowly) reads my current settings with public mobile, which all four are all set to "off" (always, when busy, unanswered, and unreachable). I enter my direct Youmail number and tap "Turn On", the little wheel spins while it says "updating settings" but it comes back with "Call settings error: unexpected response from network".

Please help, I just want to turn on call forwarding for the three options (busy, unanswered, unreachable), and would be nice to also set the "always" call forwarding for when I'm with a client or otherwise unavailable to take calls on my mobile. My plan says call forwarding is included, yet it seems to be disabled on the public mobile system.

Thank you in advance for your help!

EricP

Re: Cannot setup call forwarding, error message

softech — Tue, 25 Jul 2023 12:08:29 GMT

@EricP

sorry since the introduction of VoLTE, Conditional forwarding (Busy, unawnswerd, unreachable) are no longer working. There is no ETA for it

Some members said there might be a chance support can fix it case by case if you are using VoLTE on your phone

you can first check if you are using VoLTE (details below), if so, you can message support and ask

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

To test and confirm if VoLTE can be used on your phone

Check if your phone is compatible with PM's VoLTE https://www.publicmobile.ca/en/on/get-help/articles/volte
(but some phones might not be on the compatible list but could still work on PM's VoLTE)
Now, make sure you enabled VoLTE on your device (Please note the option could be hidden depends on your OS version)

iPhone: Likely no extra work need to do as Telus will enable by default but hide the option. Still you can check
Settings->Cellular->Cellular Data Options->Voice & Data, enable 4G or LTE there
Pixel: Likely no extra work need to do as Telus will enable by default but hide the option. Still you can check
Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there
Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there
Then turn off Wifi and confirm the phone status bar showing 4G or LTE or 5G
Now, make some calls, see if the signal indicator shows 4G/LTE/5G or drop back to H or 3G while you are on the calls. If it is on LTE, then yes, you are using VoLTE.

Also, you can confirm by checking the IMS registration, see if it is "Registered".
You can likely find it under About -> Status -> Sim card status on your phone
On some newer Android, you can also access the same screen by dialing *#*#4636#*#* on the phone dialer, then Phone information -> press the 3 dots menu on the top right corner -> press IMS service status

Also, some people would find checking voicemail from your phone a lot quicker with VoLTE, it will basically connect instantly while it will take couple seconds on 3G (as you phone would take time switching from LTE network to 3G network)

Re: Cannot setup call forwarding, error message

esjliv — Tue, 25 Jul 2023 17:27:41 GMT

@EricP - Even though Public Mobile has a Call Forwarding Get Help article: https://www.publicmobile.ca/en/ns/get-help/articles/call-forwarding

there is no clause about the Volte issue. TOO BAD. This should at least be noted so customers are aware if there are issues.

EDIT - we are not moderators or public mobile staff here on the Community Forum. did you know that? Ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, OR

2-go to your envelope at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support.