topic Re: Service in Get Support

Service

Loreen1 — Fri, 09 Feb 2024 19:00:32 GMT

When someone calls my phone or my husbands, they get a response that this number is no longer in service. This started yesterday. Our accounts are up to date.

Re: Service

softech — Fri, 09 Feb 2024 19:04:53 GMT

@Loreen1

can your husband make outgoing calls?

also, call 1.855.4PUBLIC from another phone , enter 1 for English, and then the husband's phone number, what the recording says? Active or suspended?

Re: Service

Phil_Adelphus — Fri, 09 Feb 2024 20:09:18 GMT

@Loreen1 Is it just one person calling that has that problem, can you receive calls from anyone else? It's odd that both phones stopped working at the same time for incoming calls, can you both make outgoing calls and do text and data work? Perhaps there's a temporary outage in your area. You can have customer service look into it by sending a private message using this link. An agent will reply at the envelope icon top right or tap your avatar for messages if no envelope.

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

Re: Service

Loreen1 — Fri, 09 Feb 2024 20:32:44 GMT

It seems to be random, some people are getting that response when calling either of our phones and some don’t. We can both make calls, text , use data with no issues.

Re: Service

softech — Fri, 09 Feb 2024 20:35:07 GMT

@Loreen1 so, they will actually get a message saying the phone number is not in service and not just can't connect or busy tone?

try to swap the sim card between you and your husband phone and test, this will force a sim reprovision and it could resolve the problem

If issue persists, open ticket with PM support and they can do a proper sim reprovision from the system side

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: Service

Loreen1 — Fri, 09 Feb 2024 20:37:33 GMT

I tried this but won’t accept pushing 1 for English just keeps repeating the message to push 1 or 2

Re: Service

Loreen1 — Fri, 09 Feb 2024 20:48:51 GMT

Got through ,both are active