topic Re: incoming text not being received in Get Support

incoming text not being received

Cribs — Fri, 09 Feb 2024 19:11:10 GMT

New Public Mobile customer. I am unable to receive text messages from some of my contacts. I can receive text from my daughter (Iphone user) but not able to receive text from a couple of friends(they both use Apple Iphone). Why then do some texts come in and some others do not? They are not blocked numbers in case someone asks. Any suggestions as to why this is happening? Thanks..

Re: incoming text not being received

computergeek541 — Fri, 09 Feb 2024 19:13:09 GMT

@Cribs wrote:
New Public Mobile customer. I am unable to receive text messages from some of my contacts. I can receive text from my daughter (Iphone user) but not able to receive text from a couple of friends(they both use Apple Iphone). Why then do some texts come in and some others do not? They are not blocked numbers in case someone asks. Any suggestions as to why this is happening? Thanks..

Are you also using an iPhone? This might not be a Public Mobile issue. Ensure that yoru friends have the SMS option enabled.

Re: incoming text not being received

Phil_Adelphus — Fri, 09 Feb 2024 19:16:47 GMT

@Cribs If you go to settings in iMessage and select Send and Receive, does it have the right phone number checked?

Re: incoming text not being received

Cribs — Fri, 09 Feb 2024 20:38:29 GMT

I have an Android phone (Moto G).

Re: incoming text not being received

Cribs — Fri, 09 Feb 2024 20:41:15 GMT

No, I have an android phone.

Re: incoming text not being received

Cribs — Fri, 09 Feb 2024 22:32:43 GMT

I have a Motorola Moto G android phone. Is it possible that it is NOT fully compatible with the Public Mobile network? How can one check if my phone is compatible?? Thanks for any assistance that you may provide.

Re: incoming text not being received

Phil_Adelphus — Fri, 09 Feb 2024 23:34:51 GMT

@Cribs Since these are iPhone to Android messages, is it possible that some of the iPhone users don't have SMS texts enabled as @computergeek541 suggested? There are Moto G models listed on Public Mobile's VoLTE list so at least some do work on PM.

Re: incoming text not being received

Shutdown — Sat, 10 Feb 2024 14:53:45 GMT

Sounds like this is an imessage issue. It's likely the imessage isn't sending a SMS but rather imessage to immesage. Did you ever setup your number on iphone if so you'll need to remove it from imessage.

Re: incoming text not being received

Phil_Adelphus — Sat, 10 Feb 2024 14:56:27 GMT

@Shutdown The OP has an Android (Moto G), it is the senders that have iPhones. I just wonder if the problem is at the sender end and they don't have send as SMS enabled.

Re: incoming text not being received

Shutdown — Sat, 10 Feb 2024 15:02:48 GMT

@Phil_Adelphus I'm aware. I'm saying that it's likely he would be receiving it on iphone cause his friend isn't sending it as SMS like you did. Cause imessage is both an internet chat/SMS app and will use internet if sending to a number linked to imessage. So since he doesn't have imessage he won't get the messages.

Re: incoming text not being received

hTideGnow — Sat, 10 Feb 2024 15:29:47 GMT

hi @Cribs

Was it only text you are not getting? can you confirm you can get inbound calls? Reboot phone once more time and then try calling from people with different carriers

Re: incoming text not being received

Cribs — Sun, 11 Feb 2024 16:14:09 GMT

Public Mobile is just not a reliable network. Now they have arbitrarily assigned me with a new cell number. Originally they had communicated that my preferred cell number was successfully transferred from Rogers. There is NO technical support whatsoever except Community Support (hit & miss proposition). Yes the low monthly fees/plan from Public Service is attractive but not worth the aggravation that I am going through. I've cancelled my subscription and basically accept the fact that $25 of my hard earned money is down the drain. How can a company operate in this fashion? Find a carrier that offers real & accessible Tech Support.

Re: incoming text not being received

hTideGnow — Sun, 11 Feb 2024 16:18:50 GMT

HI @Cribs

when did you join PM? a month ago? It sounds like the port was stuck for a month and that is why they cancelled the port request and assign you new number

we are just guessing here, but call porting support team and ask them to check. I will message you the phon enumber. Check Community inbox

Re: incoming text not being received

Phil_Adelphus — Sun, 11 Feb 2024 18:35:18 GMT

@Cribs Support is not only the Community, you can contact Public Mobile customer support by private message using this link

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

I expect we didn't suggest that earlier because it sounded like a device settings problem, potentially at the text sender's end. Now that we know your number changed then that's something different. It happens automatically after 30 days if a port fails, as mentioned by @hTideGnow .

How did you "cancel" PM? Just to make sure you don't keep being charged since I assume you weren't able to port out the number, which would have deactivated the plan., some prefer to have their credit card removed in which case then contact customer service at the above link. If you simply unsubscribed then the account should close after 90 days of no payment.

On the very few occasions I have contacted customer service they have responded quickly and fixed the problem. It's unfortunate that you ran into a problem that turned out to be more than it initially appeared.

Re: incoming text not being received

Cribs — Sun, 11 Feb 2024 18:38:57 GMT

Not able to receive incoming calls either.

Re: incoming text not being received

Phil_Adelphus — Sun, 11 Feb 2024 18:40:14 GMT

@Cribs Not receiving incoming calls is a typical problem when a number transfer hasn't worked properly.

Re: incoming text not being received

Cribs — Sun, 11 Feb 2024 18:44:26 GMT

Are you saying that although I’m now unsubscribed that Public Mobile will automatically continue to auto bill me? I just want to just cancel my subscription and lose the $25 that they billed me through my credit card. Don’t want the headache any more.

Re: incoming text not being received

Cribs — Sun, 11 Feb 2024 18:45:25 GMT

Joined February 6, 2024

Re: incoming text not being received

computergeek541 — Sun, 11 Feb 2024 18:46:53 GMT

@Cribs wrote:
Not able to receive incoming calls either.

Is this one the new number or the number that you tried to port in. Call and text messages to your old number would be going to your old carrier (if that service is still active). In the Self Serve account, the website tell you that number porting was "successful" does not actually mean number porting was completed. Publci Mobile currently only uses that word in the Self Serve account. "Successful" only means that Public Mobile has received the request. Did you receive a text message from Public Mobile asking you to restart/reboot your device? That would actually mean that porting is done.

Re: incoming text not being received

Cribs — Sun, 11 Feb 2024 18:47:44 GMT

Not getting text and not getting phone calls. My phone service with PM is just a mess.