topic Re: No response from created ticket? in Get Support

Unable to send/receive text (but I can make / receive calls}

PeterOk — Fri, 02 May 2025 20:10:54 GMT

Just ported a number about 5 hours ago. Calling worked almost right stay. But I can't receive SMS nor do people receive an SMS I send out. There is no error message of any kind.

Re: Unable to send/receive text (but I can make / receive calls}

Handy1 — Fri, 02 May 2025 20:23:45 GMT

@PeterOk Maybe try restarting the phone if you haven’t already , also make sure your OS is up to date see if that helps . Could also try deleting your messaging app and reinstall it also

Re: Unable to send/receive text (but I can make / receive calls}

Chalupa_Batman — Fri, 02 May 2025 20:23:59 GMT

@PeterOk wrote:
Just ported a number about 5 hours ago. Calling worked almost right stay. But I can't receive SMS nor do people receive an SMS I send out. There is no error message of any kind.

Hi @PeterOk

Go into your settings and reset your Network Settings then reboot your phone. If this doesn't work, you can log into your account and create a ticket.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Unable to send/receive text (but I can make / receive calls}

hTideGnow — Fri, 02 May 2025 20:28:37 GMT

hi @PeterOk

first, make sure your old carrier sim card is removed. If the old one is an esim, disable it

if you are using Android, clear cache first. If still cannot send/receive, then uninstall and reinstall Google Message

if same, then submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Unable to send/receive text (but I can make / receive calls}

PeterOk — Fri, 02 May 2025 20:43:43 GMT

I submitted a ticket, as well as by direct message, over 5 hours ago.

No response

Re: Unable to send/receive text (but I can make / receive calls}

PeterOk — Fri, 02 May 2025 20:48:25 GMT

Google Message can't be uninstalled, it can only be Force Stopped, which I tried.

I removed the old SIM and cleared the Google Message cache.

Ticket was submitted over 5 hours ago. No response

No response from created ticket?

PeterOk — Fri, 02 May 2025 22:56:08 GMT

I created a ticket indicating I can't send/receive texts over 7 hours ago but haven't heard anything back. Unless I hear back soon, I'll have to switch back to Rogers.

Anybody else having issues where tickets are not dealt with?

@hello_everyone

Re: No response from created ticket?

hTideGnow — Fri, 02 May 2025 22:57:00 GMT

hi @PeterOk

it shouldn't be that long. Did you check the community inbox?
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Message support again

Re: No response from created ticket?

slusagm — Fri, 02 May 2025 22:58:07 GMT

what exactly is your question? not sure if the community can help

usually PM replies quick, an hour, or 2 hours max. But they reply to your inbox in the Community and not your email. Check. Or message them again:

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

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: No response from created ticket?

PeterOk — Fri, 02 May 2025 23:09:12 GMT

I can receive/make calls but can't receive/send texts.

I didn't know to check there, I kept checking the alarm bell for some notification on the tickets but I guess you don't get notified that way, nor by email.

Thanks for the link. I see they had reached out earlier without me knowing about it

Re: No response from created ticket?

Chalupa_Batman — Fri, 02 May 2025 23:11:49 GMT

I actually sent you that link over 3 hours ago.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-send-receive-text-but-I-can-make-receive-calls/td-p/1333615

Re: No response from created ticket?

hTideGnow — Fri, 02 May 2025 23:13:15 GMT

hi @PeterOk if you can receive and make calls but just not text, could be a device problem

make sure the old sim card already removed, or disable if it is esim

if Android, uninstall Google Message, reboot and reinstall, and Reset Network Settings

if iPhone, try Reset Network Settings

Re: No response from created ticket?

slusagm — Fri, 02 May 2025 23:14:12 GMT

What phone do you have? did you try the sim on another phone? Doing so can reprovsion the account yourself without the help of PM

Re: No response from created ticket?

PeterOk — Fri, 02 May 2025 23:17:48 GMT

Oh sorry, I misunderstood the last part of your message. Thank you

Re: No response from created ticket?

PeterOk — Fri, 02 May 2025 23:19:54 GMT

Google Pixel 6 Pro. I am using an eSIM. I'm not sure how to test that in another phone.

Re: No response from created ticket?

PeterOk — Fri, 02 May 2025 23:21:16 GMT

I tried all those, except Google Message can't not be uninstalled from this phone, but I did clear its cache.

Texting worked fine with Rogers SIM before switching today so I don't think it's the phone.

Re: No response from created ticket?

slusagm — Fri, 02 May 2025 23:23:04 GMT

@PeterOk you cannot change esim to another phone

But check if the old esim was disabled.
navigate to Settings > Network & internet > SIMs

Disable the ole one and confirm Public Mobile esim is enabled there. And change Public Mobile esim to Primary.

Re: No response from created ticket?

PeterOk — Fri, 02 May 2025 23:30:40 GMT

The old one (Rogers) was a physical SIM which I removed, thinking that might fix it. The last SMS I received/sent was to my Rogers SIM confirming that my service was being transferred to a new provider.

It's strange that call in/out works but not SMS. Tried turning off RCS but don't want to try too much else in case I mess things up more!

Re: No response from created ticket?

slusagm — Fri, 02 May 2025 23:33:16 GMT

@PeterOk wrote:
The old one (Rogers) was a physical SIM which I removed, thinking that might fix it.

So, text is not working ?

If it RCS is the problem. you can try to disable RCS first. But wait at least an hour before you reboot the phone and reenable RCS

or you can also uninstall Google Message, wait an hour before you reinstall it and reeanble RCS

Re: No response from created ticket?

PeterOk — Fri, 02 May 2025 23:45:49 GMT

Yes I tried disabling RCS. That didn't help.

I can't uninstall Google Messages. I don't have the option to do it. Maybe Pixel phones don't allow uninstalling it.