topic Re: Issue with Incoming Calls – "Number Not in Service" Message in Get Support

Issue with Incoming Calls – "Number Not in Service" Message

Swellan — Tue, 04 Feb 2025 01:18:26 GMT

Hi,

I activated my Public Mobile plan in November with a new phone number. While I can call and text without any issues, I’ve been told that some people and businesses (including doctor’s offices) are having trouble reaching me. When they try to call, they often get a message saying my number is not in service. They usually have to call two or three times before the call actually goes through.

Has anyone experienced this issue before, and is there a way to fix it? Thanks in advance for any help!

Re: Issue with Incoming Calls – "Number Not in Service" Message

eddieO — Mon, 03 Feb 2025 19:27:56 GMT

@Swellan this can be tricky to troubleshoot since it's not happening with all your calls. You're best option is to contact a support agent, maybe there is something on their end they can do.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Issue with Incoming Calls – "Number Not in Service" Message

Swellan — Mon, 03 Feb 2025 19:33:12 GMT

Hi, I did purchase this iPhone in South Korea. Could that be a part of the issue?

Re: Issue with Incoming Calls – "Number Not in Service" Message

eddieO — Mon, 03 Feb 2025 19:40:39 GMT

@Swellan are you able to confirm that others can call you without issues? If you have another phone that you can test for a few days it could be a good idea for trying to confirm if it's your new iPhone. You mentioned your doctor's office being one of the callers reporting the message but anyone else? Would be interesting to find out what network they are on

Re: Issue with Incoming Calls – "Number Not in Service" Message

hTideGnow — Mon, 03 Feb 2025 19:42:17 GMT

hi @Swellan

it shouldn't matter. Current iPhone, wherevery you got it, should work on PM networks

so, you might want to check with PM support and ask them to refresh the account

Re: Issue with Incoming Calls – "Number Not in Service" Message

Swellan — Mon, 03 Feb 2025 19:46:14 GMT

Yes, my dad and two different doctor’s offices have had issues calling me. I spoke with my dad, and it doesn’t happen all the time. When he calls me while we’re in the same room, it works fine, but when we’re apart, the call sometimes goes through and sometimes doesn’t. My dad’s phone is on the Bell network.

Re: Issue with Incoming Calls – "Number Not in Service" Message

eddieO — Mon, 03 Feb 2025 19:52:32 GMT

@Swellan you mentioned joining in November, has this issue been going on since then or only more recently? If it's only more recent it could be network issues in your area. You can check the map below to see if there are any known issues our outages:

Telus Outage Map: https://istheservicedowncanada.com/status/telus/map

TELUS Service Status: https://www.telus.com/en/qc/outages

If there is nothing on the maps to suggest an issue in your area try reaching out to a support agent using the links I provided in my first message to you

Re: Issue with Incoming Calls – "Number Not in Service" Message

BKNS27 — Mon, 03 Feb 2025 19:55:12 GMT

@Swellan

Your iPhone setting could be set on Silence Unknown Callers.

I have the same issue when someone not in my contact list.

Go to Settings>Phone>and disable Silence Unknown Callers but I don’t know why it would say Number Not in Service.

Re: Issue with Incoming Calls – "Number Not in Service" Message

Swellan — Mon, 03 Feb 2025 19:55:34 GMT

Yes, I believe this issue has been happening since November, but I didn’t fully realize it until December. I’ve already contacted a support agent, so hopefully, they can help. Thanks!

Re: Issue with Incoming Calls – "Number Not in Service" Message

computergeek541 — Tue, 04 Feb 2025 01:19:52 GMT

@BKNS27 wrote:
@Swellan
Your iPhone setting could be set on Silence Unknown Callers.
I have the same issue when someone not in my contact list.
Go to Settings>Phone>and disable Silence Unknown Callers but I don’t know why it would say Number Not in Service.

It wouldn't cause that. Short of forwarding incoming calls to another phone number that isn't valid, there isn't any setting in the phone that could posssilby cause a network error when someone tries to call that phone number.

Re: Issue with Incoming Calls – "Number Not in Service" Message

Swellan — Tue, 04 Feb 2025 02:27:24 GMT

I contacted a CS_agent regarding the issue, and they did a refresh for my phone number. I restarted my phone as advised, but the issue is still happening. When my dad called me, the first attempt gave him a dial tone that did not connect, but the second attempt worked. I’ve messaged the CS_agent again to get more help.

Re: Issue with Incoming Calls – "Number Not in Service" Message

slusagm — Tue, 04 Feb 2025 02:40:02 GMT

for those who cannot call you on the first attempt, which providers they are calling from?

do you see that it is not an issue if people call you from Koodo or Telus?

Re: Issue with Incoming Calls – "Number Not in Service" Message

Swellan — Tue, 04 Feb 2025 02:53:21 GMT

My dad uses the Bell network, I’m not sure about the doctor’s offices though. My brother use to be on the Rogers network and is now with Public Mobile too and he hasn’t really have any issues calling me.

Re: Issue with Incoming Calls – "Number Not in Service" Message

slusagm — Tue, 04 Feb 2025 02:55:37 GMT

if from specific provider, it could be a problem on their end. They might not be routing the call properly. So, if you notice it only from Bell, open a ticket with Bell

or at least provide their information with PM and ask them to check with Bell