Anyone else unable to receive calls or texts?

[jace829]

After 12:05pm PST today I haven't been able to receive any incoming texts or calls (going straight to voicemail). Is anyone else having this issue today?

[cm46]

Thank you. Unfortunately, in my situation I cannot do either. This is frustrating. 

[c10evan]

Last week I was able to fix this problem by moving my SIM into another phone. Problem returned again today 😞
Located in AB.

[darlicious]

@Yummy 

This is a random provisioning issue but it's been popping up it seems mostly in Alberta. The same thing happened this time last year I think too....this trouble shooting tip works well when there are clusters of customers experiencing the same issues. Maybe those meteors/meteorites that streaked across the prairie skies this week caused it?! 🌠

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[jace829]

I just remembered I had an old phone that my mom stopped using and was just lying around. I put my SIM in and it did a "carrier settings" update. After that I put the SIM back into my phone and it worked.

[jace829]

Thanks. I don't have another phone handy at the moment so I'll have to connect with an agent. I've been a customer since 2018 and my account is active so porting wouldn't be the issue here.

[jace829]

None of those worked. Thanks, though.

[BKNS27]

@jace829 

If your account is Active then check to see if your Cellular Data is enabled, your Do Not Disturb is disabled then reboot your phone.

[jace829]

Thanks. Yeah, I checked and my account is active. Didn't see any outages in my area. It wouldn't explain why I'm able to make outgoing calls/texts but not the other way around...

[Yummy]

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@darlicious wrote:

@jace829 

This has been the glitch of the week. If you have another phone....remove your SIM card. Put it in another phone and reboot. Then remove SIM card and put it back in your phone and reboot. That should fix it.

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So what will be technical explanation for this SIM swapping and rebooting?

It is like - my car will not start today; go sit into neighbour's car, hit dashboard with your head, go back to your car and it will run now?

[darlicious]

@jace829 

This has been the glitch of the week. If you have another phone....remove your SIM card. Put it in another phone and reboot. Then remove SIM card and put it back in your phone and reboot. That should fix it.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[hairbag1]

Log in to your account to confirm it's still showing as ACTIVE.

Could be a Telus outage in your area also.

https://istheservicedowncanada.com/status/telus/map

[softech · Accepted solution]

@jace829   you are not new customer just go through porting, right?

There has been many incidents for this issue for existing customers in the past week

A quick workaround is to get another phone, put your PM SIM into and power it up.  It will force a re-provision and it should resolve your issue.  You can then put the SIM back to your original phone

If you don't have another phone around and cannot do it yourself, you will have to open a ticket with PM Support and they will do the work on the system.

to open ticket with PM:

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there