811 calls go to wrong province

[mikec82374]

I live in ontario. When i dial 811 while in ontario it connects to 811 in quebec - which is not relevant.

I have checked my address is correct on my account.

I asked at telehealth ontario and they say to contact my provider.

I tried but got a useless chatbot that was not helpful. no option to chat or even email a real person.

Of note i did live in quebec about 2 years ago and address was in quebec at that time, but i changed it on public mobile when i moved almost 2 years ago.

By the way, just in case anyone else has this issue, there is another number you can dial, have to search for it, i am not allowed to post this public number here.

[mikec82374]

So i finally talked to someone in knowledgeable in support who seems very familiar with the issue.
Apparently this is an issue that has existed for multiple years near the border (and perhaps other provincial borders).
So all the fiddle i was asked to do with my phone was really not relevant.

They indicated it was very complex to fix it and involves telus/PM in co-ordination with other unrelated providers (eg. bell, rogers etc).
He indicated it could effect the 613 area code also in some cases.
The only work around for now is to use the long phone number for health support in your province, and not use 811.
He indicated 911 would not be an issue, and the operator there could route you appropriately.

It seems that based on the area code it should be quite simple to me, but somehow apparently it relates to cell tower
locations, and routing of calls.
I am in the city of Ottawa proper and according apps that locate nearby cell towers,
within ontario i am less than 1km from a telus tower, and several within about 3km.
The nearest telus tower i can see in quebec is about 6km away.

While they want to fix it, there is no timeline for the fix.

[softech]

@mikec82374   thanks for the update.  I am surprise they haven't fix the issue  with 811 when calling from 343 phone numbers

Kindly let us know when it got resolved

[mikec82374]

Thanks to the people that explained to tricky process to file a ticket. I have done that.

There have been a number of private messages to me from support (several different people), and now also getting text messages from support.

They do something in that end, then have me power down, remove sim, wait a few minutes, reinsert sim, power up.

This does not help.

Still in contact with support bouncing around to various people.

[Handy1]

Oops sorry saw the full number and thought , yikes public forum wanted give op heads up 

[softech]

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@mikec82374 wrote:

No my number is an ontario number, area 343, 

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@mikec82374 , yup area code 343 is the problem, system problem on PM side

[softech]

HI @mikec82374   the direct  number for 811  is 1-866-797-0007 or 1-866-797-0000

do you have an area code 343?  There was an issue with calling 811 from area code 343, it was a system issue with that area code but was supposed to have been fixed

https://productioncommunity.publicmobile.ca/t5/Get-Support/811/m-p/924274/highlight/true#M634536

Open ticket with PM support to have it fxied

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

[mikec82374]

No my number is an ontario number, area 343, it never changed and it never was a quebec area code. That said when i first set it up my address was in quebec, but i elected to get an ontario phone number.

[hTideGnow]

hey @Handy1 , the 1-866-797-0000 is just 811 in Ontario, no need to edit

HI @mikec82374   I seen that before.  Somehow PM has trouble routing to 811

please open ticket with PM CS agent

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

[esjliv]

@mikec82374  - the address on your account would have nothing to do with this, as you could put in any address in your My Account really, it should not affect any services.

Do you still have a Quebec area code phone number? This, I could see being the issue.

[Handy1]

@mikec82374  Please edit  post and removing phone number this is a public forum 

here how to submit ticket 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )