topic Re: Cannot Receive Calls in Get Support

Cannot Receive Calls

Iryna_1 — Thu, 01 Feb 2024 01:04:57 GMT

All the call are forwarded to voice messaging system. I checked parameters. They are OK. I did #21# several times.

Re: Cannot Receive Calls

softech — Thu, 01 Feb 2024 01:08:10 GMT

did you just join PM and requested porting your number into PM ?

If you are porting your number, did you reply a text to your old provider and reply YES within 90 mins? If you miss that, the porting was not completed and hence you are not receiving incoming calls. There is a number you can call to talk to live support and re-trigger the process. I will message you the number, please check your Community inbox, envelope icon on top right

if you are not new to PM, incoming calls and text were working fine before and just not working now, try to :

reboot your phone once.
reseat your sim card (Power down the phone, take sim card out for a minute, then put it back and power up)
change your Preferred Network Type or Network Mode on your phone to 3G Only (or WCDMA)
Try to click Reset all networks and see if it helps (please note it will also delete your saved Wifi connections, but you can easily add them back later)
if you have another phone, put your sim card in that other phone and test
use your phone in another area, it could be a local network issue

Re: Cannot Receive Calls

Iryna_1 — Thu, 01 Feb 2024 01:08:44 GMT

I ported phone number several weeks ago. It worked that time. SMS work fine both ways. Outgoing calls are OK. Just inbound calls forwarded to voice messaging

Re: Cannot Receive Calls

HALIMACS — Thu, 01 Feb 2024 01:12:48 GMT

Does your prior service still work? (i.e. when you put the old SIM back in, can you still call/text)

More precisely, is the prior service account still active - like does it show active or closed when you log into the account for that service.

Re: Cannot Receive Calls

HALIMACS — Thu, 01 Feb 2024 01:13:54 GMT

I'm betting it definitely has to do with an incomplete port @Iryna_1 , but if it's something else, try these many troubleshooting items:

ensure airplane mode is not enabled
ensure do not disturb is not enabled
ensure your ringer volume is turned up
ensure the number calling you is not on a blocked senders list
disable any call-forwarding features/settings
turn off Bluetooth -- it's possible the 'ringing' is going through to a Bluetooth device instead of device's speakers
remove and reinsert your SIM card
reset network connections

Re: Cannot Receive Calls

Iryna_1 — Thu, 01 Feb 2024 01:18:03 GMT

I called. They say there is no transfer request for my phone number.

Re: Cannot Receive Calls

HALIMACS — Thu, 01 Feb 2024 01:21:50 GMT

So how about your prior service with the other provider - is it completely finalized or is the account/service/SIM card still active?

Did you reply "YES" to the port authorization request from the prior provider within 90 minutes of getting it when you first request the port from the other provider?

That's a crucial step to ensuring the port (moving) of your number from the other provider to here occurs. Not receiving incoming calls, or calls going to voicemail, is a key indicator the port has not fully completed.

I do hope the prior provider account wasn't prematurely closed by you before ensuring the port was completely finalized. It you did close that account, it'll have to be reactivated for the port to be reinitiated.

Re: Cannot Receive Calls

Iryna_1 — Thu, 01 Feb 2024 01:32:51 GMT

I also placed my SIM card in another cell phone. The problem remains. All the incoming calls go to messaging service.

I also noticed, that when I log-in it asks wrong number to send confirmation. Otherwise the number in profile is OK

Re: Cannot Receive Calls

HALIMACS — Thu, 01 Feb 2024 01:40:53 GMT

@Iryna_1

I'm pretty sure your port is not FULLY complete.

You can either do it yourself in the Profile section of your self-serve (there, you'll see a Change Number option). Choose the option to move number from another provider -OR- that number for the porting assistance group can do it for you.

I'm surprised they did not offer to initiate that for you.

If you'd like the Customer Support group to confirm this is needed, here's how to reach them:

To contact a Customer Support Agent, send a private message to them by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.

Re: Cannot Receive Calls

Iryna_1 — Thu, 01 Feb 2024 01:42:27 GMT

Yes i did it several weeks ago.

Re: Cannot Receive Calls

softech — Thu, 01 Feb 2024 01:44:08 GMT

@Iryna_1

since you only ported your number serveral weeks ago, I suggest you to call the porting team nubmer we sent you to confirm. They close at 10pm ET, so, call now before they close

Re: Cannot Receive Calls

HALIMACS — Thu, 01 Feb 2024 01:44:30 GMT

I get that @Iryna_1 , however it really seems like the issue you're describing is a failed port.

Did you try all those troubleshooting items i outlined earlier - trust me, those items can fool folks into believing there are incoming call problems when they're just settings or other items causing calls to go to voicemail when they would otherwise ring through.

Re: Cannot Receive Calls

Phil_Adelphus — Thu, 01 Feb 2024 10:31:31 GMT

@Iryna_1 Since you called the porting team and they said there's no transfer request and if you have tried everyone's suggestions to no avail, you might want to contact customer service by private message using this link. An agent will reply to your inbox, indicated either at the envelope icon top right or tap your avatar for Messages.

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

You mentioned the log in authorization code going to the wrong phone number, that sounds like you may need to log in to your PM account and change the phone number in your Eversafe profile even though it shows the ported number in your general PM profile.