[Resolved] Service Impacts

[J_PM]

Hey Community,

Update: March 8 | 11:00AM

Everything has been resolved and service has been restored for everyone impacted. As mentioned, we will be reaching out to those who were impacted as soon as we've identified everyone. 

Thank you for your patience.

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Please be advised we are dealing with an isolated technical issue that is impacting calling for a select group of customers. Please note: emergency services are not impacted. We are actively working to resolve this issue and will have service restored as soon as possible.

We apologize for any inconvenience this may have caused and will reach out directly to impacted customers, as well as continue to keep you updated through this thread.

Thank you,

• Public Mobile Team 

[softech]

@dapowell   please do not wait, open ticket with PM support first   There seems to be some customers still hit by the voice issue, or some got call forwarding issue now

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then 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 the ticket is opened.  CS Agent will reply to you there

[esjliv]

@dapowell no, You're right, this shouldn't happen, even if only for a few hours. I'd submit a ticket with customer support to let them know.

[dapowell]

It seems myself and my wife have been hit by this issue. Text and data work, but the phone seems to think it accounts are expired. The chat bot says my account expired March 6th, but this is in the future. It's like calling/the account is on the wrong timezone (GMT maybe?), but auto pay doesn't kick in until midnight EST... I'm going to assume (hope) that our accounts fix themselves at midnight when auto pay kicks in, but we really shouldn't be without the ability to call or receive calls for 5 hours due to some PM glitch.

[MCJ]

When can we expect an SMS? 

[computergeek541]

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@will13am wrote:

The actual settings are saved on the network.  Going into the call forwarding settings populate the phone with the current settings from the network.  Changes to the forwarding settings are then updated to the network.

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of course - That's why call  forwarding still works if the phone is turned off or has no signal.

[will13am]

I would not say that.  More like forwarding settings are all turned off.

[will13am]

The actual settings are saved on the network.  Going into the call forwarding settings populate the phone with the current settings from the network.  Changes to the forwarding settings are then updated to the network.

[softech]

Call forwarding might be broken from the voice issue according to this thread

https://productioncommunity.publicmobile.ca/t5/Get-Support/Conditional-call-forwarding-BROKEN/m-p/95...

[computergeek541]

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@will13am wrote:

Note to those who had their account reset as a result of this service issue, the outcome is all call forwarding settings are turned off.  That means unanswered calls will not go to voicemail.  Please check call forwarding settings on your phone app and set them up accordingly.

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It's interesting that the call fowarding settings somehow got cleared during the fix.  I think that it's possible that many users believe that the device controls call forwarding because of the way that the settings can be changed from the device. However, it's important to know that call forwarding is controlled by the network (and not the customer's device).

[computergeek541]

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@Nezgar wrote:

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@4blade wrote:

Wrong

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With no quoted text in your reply, I have no idea who you're responding to...

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The message you quoted was in reply to the original post.

[Nezgar]

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@4blade wrote:

Wrong

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With no quoted text in your reply, I have no idea who you're responding to...

[softech]

@4blade   you need to open ticket.  They have been responding quick.  So, just  open ticket first

[4blade]

Adding one worked for a little while now back to not at all

[4blade]

Wrong

[4blade]

All been done,no change

[softech]

@4blade   no error recording at all?

Try to reboot your phone or try your sim card in another phone if you have one

if nothing works, then open ticket with PM support and they will have it fixed

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then 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 the ticket is opened.  CS Agent will reply to you there

[4blade]

Cannot call or recieve,calls drop within a Cole seconds

[will13am]

Note to those who had their account reset as a result of this service issue, the outcome is all call forwarding settings are turned off.  That means unanswered calls will not go to voicemail.  Please check call forwarding settings on your phone app and set them up accordingly.

[MCJ]

From sea to sea to sea. Haha. 🇨🇦

[hTideGnow]

HI @MCJ   LoL.. One Canada, we don't want you to feel left out. LoL

I guess you should start saving contacts  🙂

[softech]

@Shayden9598 

 have you have a chance to these?

1.reboot your phone 

2. reseat your sim card 

3. click Reset all networks

if nothing works, please open a ticket with PM support 

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then 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 the ticket is opened.  CS Agent will reply to you there

[esjliv]

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@Shayden9598 wrote:

I have no service still

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@Shayden9598 - how long ago did you lose service? And are you a new or existing customer for some time now?

[Shayden9598]

I have no service still

[MCJ]

@hTideGnow @esjliv I realize this is the norm for most of Canada. However, when your town has less then 40,000 people and your territory has less than 45,000 people, you just don’t think big city/province issues will catch to you. Overall, it’s really not a big deal. 

[esjliv]

@MCJ , I know there were other small areas that never had to use the area code, but them implemented it. Guess your area is catching up the majority of the rest of Canada.

It will become habit soon enough. 👍 😀

[hTideGnow]

Hi @MCJ   this is normal.  10 digits dialing has been there for all Canada for long time.  If it is the way it is , then please start using 10 digits dialing

for adding a 1, it might or might not needed.  But since you have Canda wide calling, you won't get charge long distance

[MCJ]

it appears I need to add the area code when making local calls. I live in northern Canada, with a small population, and we never needed to dial the area code before. Also in some instances, it appears “1” also is required. It’s going to take some time to remember to do that! 

[softech]

@Lauchiemackinno   

Please try to 

1.reboot your phone 

2. reseat your sim card 

3. click Reset all networks

if nothing works, please open a ticket with PM support 

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then 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 the ticket is opened.  CS Agent will reply to you there

[Lauchiemackinno]

My phone seems to work for a couple of minutes and then the sound starts to degrade. I don’t think it’s been fixed.

[aander006]

My service is working again as well. 👍