topic Re: Issue with receiving calls and texts in Get Support

Issue with receiving calls and texts

Clemlorange — Tue, 04 Jan 2022 10:05:12 GMT

I can receive texts and calls from some people but not everyone. For instance, my bank has been trying to call me or send me an authentification code for ages, and the text/call never arrives. I thus haven't been able to log in into my banking app for months. What's more, I do receive calls and texts from friends but not all of them.

I don't know if my plan has something to do with it but it's the $15 one. I don't benefit from unlimited international calls but I do for texts.

What would be the issue?

Thank you!

Re: Issue with receiving calls and texts

Anonymous — Sun, 28 Nov 2021 22:06:33 GMT

@Clemlorange

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,

and you can try to reset network settings on an IPhone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit Here link,

and go Changing APN Settings On An IPhone

click Here link,

How to reset network settings on an Android device

Open the Settings app on your Android.
Scroll to and tap either "General management" or "System," depending on what device you have.
Tap either "Reset" or "Reset options."
Tap the words "Reset network settings."

or visit Here link,

and go Changing APN Settings On Android device

click Here link,

Ensure you have the correct APN settings by visit Here link,

Select the brand and model of your phone, After doing so, you will be provided with the exact APNs required for your phone on our network.

for iphone go to Settings > Messages > To turn iMessage on or off,

Turn your data on to send a Picture Messaging in world-wide,

if your data is off and your home internet wifi is on is not going through the Picture or a video Messaging,

you have to do this to is going through you will need to turn your data on to send a Picture or a video Messaging in world-wide,

make sure your Data is on.

and try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link

or Here link

for android visit Here link ,

and do Rebooting your phone ,This is quick and simple,

*what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

Re: Issue with receiving calls and texts

Dunkman — Sun, 28 Nov 2021 22:27:09 GMT

@Clemlorange wrote:
I can receive texts and calls from some people but not everyone. For instance, my bank has been trying to call me or send me an authentification code for ages, and the text/call never arrives. I thus haven't been able to log in into my banking app for months. What's more, I do receive calls and texts from friends but not all of them.
I don't know if my plan has something to do with it but it's the $15 one. I don't benefit from unlimited international calls but I do for texts.
What would be the issue?
Thank you!

@Clemlorange

Is your bank Canadian? Or international bank? International short code messages usually not compatible with Public mobile.

The $15 plan does have unlimited text and incoming calls. Just limited 100 minutes outgoing and limited data. So, that should not be a factor. Is your data turned on all the time? MMS messaging (ie. picture messaging) needs data to be turned on, even though data usage is not used.

With voice calls, you might want to try to manually select 3G network, instead of LTE or auto. Other basic troubleshooting advice include rebooting phone and network reset of phone.

Re: Issue with receiving calls and texts

darlicious — Sun, 28 Nov 2021 23:26:28 GMT

@Clemlorange

Did you happen to port in from Rogers?

Re: Issue with receiving calls and texts

esjliv — Mon, 29 Nov 2021 00:50:36 GMT

@Clemlorange wrote:
I can receive texts and calls from some people but not everyone. For instance, my bank has been trying to call me or send me an authentification code for ages, and the text/call never arrives. I thus haven't been able to log in into my banking app for months. What's more, I do receive calls and texts from friends but not all of them.
I don't know if my plan has something to do with it but it's the $15 one. I don't benefit from unlimited international calls but I do for texts.
What would be the issue?
Thank you!

@Clemlorange - for months - yikes!

Were you every able to receive from this bank before on Public Mobile?

I suppose you could inquire with CSA to see if there may be any issues:

https://www.publicmobile.ca/en/qc/get-help/articles/contact-a-moderator

As for other numbers (well, this could include that bank number too), are these people on your contact list, OR, not on your contact list?

Your phone can be set up in its settings to only receive incoming from people only on your contact list.

Check your phone settings to see how things are set.

In the meantime, try these things to refresh your network:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings on your device

Re: Issue with receiving calls and texts

t_p — Mon, 29 Nov 2021 12:03:21 GMT

@Clemlorange wrote:
I can receive texts and calls from some people but not everyone. For instance, my bank has been trying to call me or send me an authentification code for ages, and the text/call never arrives. I thus haven't been able to log in into my banking app for months. What's more, I do receive calls and texts from friends but not all of them.
I don't know if my plan has something to do with it but it's the $15 one. I don't benefit from unlimited international calls but I do for texts.
What would be the issue?
Thank you!

@Clemlorange

Here are a few suggestions beside the ones already mentioned, going from simple to more complicated:

- Try texting "help" or "test" to your bank shortcode to see if you get a response.

- Clear messaging cache.

- Check and do an update of your system/apps if available.

- Remove all your contacts and add them anew.

- Try switching your SIM card with another good working phone (friend, relative...) and see what happens. If your phone works fine with another SIM , you'll need to change your SIM or ask CS to check if it needs to be re-provisioned.

- Clear your phone system cache or do a factory reset (back up first)

Re: Issue with receiving calls and texts

softech — Mon, 29 Nov 2021 12:36:39 GMT

@Clemlorange wrote:
I can receive texts and calls from some people but not everyone. For instance, my bank has been trying to call me or send me an authentification code for ages, and the text/call never arrives. I thus haven't been able to log in into my banking app for months. What's more, I do receive calls and texts from friends but not all of them.
I don't know if my plan has something to do with it but it's the $15 one. I don't benefit from unlimited international calls but I do for texts.
What would be the issue?
Thank you!

how long you have ported your number into PM?

for your incoming calls issue, what kind of phone do you have? brand and models? and try changing the network to 3G Only and see if it helps.

For your Bank app/authentication issue, until the program is fix, call your bank and ask for alternate authentication other than SMS, maybe Authenticator app is the way to go.

Re: Issue with receiving calls and texts

pkaraa — Mon, 29 Nov 2021 15:52:47 GMT

@Clemlorange Did you recently port in your number?

Confirm your porting was complete after replying 'YES' to the authorization text.

Re-seating the SIM mentioned above is another troubleshooting step.