topic Re: Calls to China will not connect in Get Support

Calls to China will not connect

Achow12 — Sun, 03 Sep 2023 02:13:44 GMT

Purchased the China Long distance add-on today and attempted to make a call. Call will not connect and get an automated message saying '1b1 and the phone number is not available'. However, making the same call on a different phone will connect properly.

Phone has been restarted and still cannot connect

Is there something else that needs to be activated in order for calls to China to connect? I check the phone and no features on the phone are preventing the call that I can find.

Thank you

Re: Calls to China will not connect

SourDude1234 — Sun, 03 Sep 2023 02:16:14 GMT

This might seem like a stupid question but a lot of people forget this, have you put 011 86 (the country code for China) before typing the phone number?

Re: Calls to China will not connect

softech — Sun, 03 Sep 2023 02:14:57 GMT

@Achow12

reboot the phone and try again. Try calling different Chinese numbers and see

Also, what pattern do you use to make calls? Some like this?

011 - 86 - Area Code - Land Phone Number
011 - 86 - 11 Digit Mobile Number

Re: Calls to China will not connect

Achow12 — Sun, 03 Sep 2023 02:17:09 GMT

Have rebooted the phone...have tried both 011....86 and +86. Nothing seems to work.

Dialing the same number on a different phone connects immediately. Just not with Public Mobile

Re: Calls to China will not connect

softech — Sun, 03 Sep 2023 02:19:50 GMT

@Achow12 if you login My Account using Incognito mode, you see the China LD add-in there on your My Account? Just want to make sure the purchase went through. And you got this add-on?

500 China, Hong Kong, Macau and Taiwan Long Distance Minutes - $15.00

If it looks right and you paid, please open a ticket with PM agent for further investigation

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

Re: Calls to China will not connect

SourDude1234 — Sun, 03 Sep 2023 02:20:38 GMT

Can you check if the add-on shows up in your self-serve account? Just trying to make sure there were no issues in purchasing it.

Re: Calls to China will not connect

Achow12 — Sun, 03 Sep 2023 02:21:56 GMT

Yes, add-on shows up in my account and show 0% used.

Re: Calls to China will not connect

Achow12 — Sun, 03 Sep 2023 02:24:31 GMT

Have confirmed add-on is active on account via incognito mode. Will open a ticket with a PM agent.

Thank you

Re: Calls to China will not connect

Chalupa_Batman — Sun, 03 Sep 2023 02:41:04 GMT

This may sound dumb but.... go to your phone settings, network settings and remove automatic and pic public mobile. Then reboot. I know some here may find this stupid however I myself have seen problems when in automatic. I've never had problems set on Public Mobile.

Re: Calls to China will not connect

maple_leaf — Sun, 03 Sep 2023 03:57:43 GMT

Hello @Achow12 , Check to see if you have Call Forwarding activated on your phone (or on the number you are calling in China). I found an older thread regarding this 1B1 error:

https://productioncommunity.publicmobile.ca/t5/Get-Support/1B1-Error-Cannot-phone-another-number/td-p/972889#:~:text=The%20code%201B1%20may%20relate,forward%20is%20set%20to%20Off.

Hope this helps.

Re: Calls to China will not connect

Achow12 — Mon, 04 Sep 2023 17:36:36 GMT

Call forwarding is turned off

Re: Calls to China will not connect

Achow12 — Mon, 04 Sep 2023 17:36:58 GMT

Network is set to Public Mobile

Re: Calls to China will not connect

maple_leaf — Mon, 04 Sep 2023 19:09:56 GMT

@Achow12 , Sorry, as I read through that thread I linked above, it seems that 1B1 occurs when the party you are calling has their call forwarding activated (in China). Do you know if the number you are calling in China is being forwarded?

Re: Calls to China will not connect

Achow12 — Mon, 04 Sep 2023 20:05:29 GMT

No.they do not have forwarding on. I can call immediately from another phone and it works on the other phone

Re: Calls to China will not connect

maple_leaf — Mon, 04 Sep 2023 20:24:33 GMT

@Achow12 , So, are you calling a mobile (cell) number or landline in China?

Re: Calls to China will not connect

Achow12 — Mon, 04 Sep 2023 21:28:37 GMT

They are mobile lines I am calling

Re: Calls to China will not connect

dust2dust — Mon, 04 Sep 2023 21:30:34 GMT

Have you not heard back from support? Surely you've long since tried to contact them.

Re: Calls to China will not connect

Achow12 — Mon, 04 Sep 2023 22:34:07 GMT

Trouble shooting with them too...no luck so far. Definitely a network settings issue as other phones work to call the same numbers immediately. Line is brand new with Public Mobile...did not port and support has removed and re-added the long distance addon. Phone is also brand new...first use was with this line

Re: Calls to China will not connect

maple_leaf — Mon, 04 Sep 2023 23:44:52 GMT

@Achow12 , Try dialling *#21# on your phone's dial pad and press call. This displays the status of call forwarding on your phone. Do you see voice calls not forwarded as in the screenshot below? Can the party you are calling do the same on their cell phone? Everything I see about this telephone error code "1B1" points to call forwarding issues. Apart from that, I would defer to a Customer Support Agent to resolve this issue (as I see you have made contact with Customer Support).

Re: Calls to China will not connect

dust2dust — Mon, 04 Sep 2023 23:51:19 GMT

@maple_leaf- Maybe I'm misunderstanding but call forwarding is for inbound calls. This customer is trying to call out.