topic Re: Not able to make calls or text in Get Support

Not able to make calls or text

ATTU42M — Tue, 23 Apr 2024 10:27:14 GMT

I ported over my old phone number on 22apr2024. The old carrier sent me a text asking if I was requesting a number transfer. I told them YES. After about 10 more minutes, the Public Mobile app gave a green check mark for porting over the old number. Then around 15 minutes later, the phone had no service...could not call or send texts. I then put the Public Mobile SIM in and restarted the phone. Now I cannot make calls or texts. The phone shows Telus as the network and says there is no number associated with the SIM. This all happened about 11 hours ago.

Does anyone have any idea on what I need to do to get this up and running properly? Thanks.

Re: Not able to make calls or text

TheSterlinger — Tue, 23 Apr 2024 11:05:10 GMT

Hey @ATTU42M

That sounds like a porting problem. I will private message you the porting department’s phone number. Check your inbox by clicking your profile and clicking messages.

Re: Not able to make calls or text

Handy1 — Tue, 23 Apr 2024 11:06:13 GMT

@ATTU42M

submit ticket with support . using the chat bubble bottom right of screen

If that doesn’t work you can always send direct private message to support .

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Not able to make calls or text

ATTU42M — Tue, 23 Apr 2024 11:08:03 GMT

Thanks for the advice.

Re: Not able to make calls or text

computergeek541 — Tue, 23 Apr 2024 11:27:50 GMT

@ATTU42M @TheSterlinger

Not being able to make phone calls or send text messages isn't a number porting issue. The Telus number porting team should not be contacted for these types of situations.

Re: Not able to make calls or text

ATTU42M — Tue, 23 Apr 2024 12:07:17 GMT

Thanks for the feedback. What should I do in this case.

Re: Not able to make calls or text

softech — Tue, 23 Apr 2024 12:20:59 GMT

@ATTU42M wrote:
Thanks for the feedback. What should I do in this case.

@ATTU42M

if you cannot even make outgoing calls, it is a sim provisioning issue. Easy fix for support , please engage them by ticket.

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Not able to make calls or text

ATTU42M — Tue, 23 Apr 2024 14:07:16 GMT

Thanks for the advice...I opened a ticket and now waiting. That makes sense as I believe the acitivation got interupted after the number was ported. If I try to log into my account, it puts me right back into the activation process...but it has an err XXX and tells me to go back to the previous page...which I can't...and I did call the porting department while waiting and they said that the number was ported and just needs to be assigned.

expecter response time...is 19 hours normal?

ATTU42M — Tue, 23 Apr 2024 18:21:17 GMT

I joined Public Mobile yesterday. However, I cannot use my phone...I've put in a ticket and have had no response. I've been down (can't call or text) for 19 hours. Is this normal response time (no response yet)? Is there a way to speed this process up a bit?

Re: expecter response time...is 19 hours normal?

Sansan — Tue, 23 Apr 2024 18:26:40 GMT

Lately, nothing is normal around here anymore. It is said that the normal response time is 2 hours give or take a few minutes.

But last week there was an announcement from the Community Manager staying longer than usual wait times.

Did you check your messages?

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: expecter response time...is 19 hours normal?

ATTU42M — Tue, 23 Apr 2024 18:30:45 GMT

Thanks for the feedback. It's nice to get some sort of response.

Yes, I have been checking my messages...nothing yet.

Re: expecter response time...is 19 hours normal?

Sansan — Tue, 23 Apr 2024 18:48:52 GMT

Ok hang tight🤞

Re: expecter response time...is 19 hours normal?

Renderdc — Tue, 23 Apr 2024 19:34:02 GMT

I have been down for 5 days. Not a peep from any support agent. I am sorry you're going through the same garbage from this company.

Re: expecter response time...is 19 hours normal?

ATTU42M — Tue, 23 Apr 2024 19:48:03 GMT

Thanks for the feedback…doesn't sound good…

Re: expecter response time...is 19 hours normal?

Sansan — Tue, 23 Apr 2024 20:09:01 GMT

Funny I got a message from them 2 hours ago asking how they can help me. I messaged back that I didn't ask for help. Twenty minutes ago they messaged back saying ok they will close the ticket then?

Re: expecter response time...is 19 hours normal?

Renderdc — Tue, 23 Apr 2024 20:14:45 GMT

Well that just blows my mind. They obviously don't want to touch my situation. I haven't been rude or crazy. Just extremely inconvenienced, and not to mention I have lost hundreds of dollars do to not having a my old phone number.

Re: expecter response time...is 19 hours normal?

Sansan — Tue, 23 Apr 2024 20:28:41 GMT

That is odd, I'm sure they cant ignore messages. They must have a target. Everyone signs on differently and with different devices. I use my cell phone so when I sign in, it shows #. But have to click on my Avatar to see Private messages. Once I click on my Avatar, a number is there for messages. Are you checking that and not just the bell?

Ok I see your photo. Don't know what to tell you. I also saw confirmation that someone else messaged them today re their account and they responded. I'm 😞

Re: expecter response time...is 19 hours normal?

Renderdc — Tue, 23 Apr 2024 20:28:20 GMT

I am checking as many places as I can. Sometimes I see a red dot over the bell and just a few minutes ago I saw a red dot over the envelope but it wasn't a support agent. I also check my email as most reply's and messages have been going there as well.

Re: expecter response time...is 19 hours normal?

ATTU42M — Tue, 23 Apr 2024 20:41:06 GMT

Lol...next time you get someone asking how they can help, please ask them to address my issue...

Re: expecter response time...is 19 hours normal?

LitlLdy — Tue, 23 Apr 2024 21:04:04 GMT

@ATTU42M wrote:
I joined Public Mobile yesterday. However, I cannot use my phone...I've put in a ticket and have had no response. I've been down (can't call or text) for 19 hours. Is this normal response time (no response yet)? Is there a way to speed this process up a bit?

@ATTU42M , that’s a long wait! I submitted a support ticket this morning & I received a message back within 1 hour! In the same message the CS_Agent let me know the issue was fixed for me!

I would go to your message inbox sent folder & reply to that support ticket there asking for an update for a response back if it has been that long. I know there’s longer than normal wait times but I received a fairly quick response.