Call routing problem with a Telus Landline phone number

[FelineZoo]

Hello, 

I'm unable to get an incoming phone call from a Telus customer who has a landline.  When they call it does not register on my phone and after 6 rings they are sent to my voice mail where they are able to leave a message. Last week I was able to get a call from them but no longer.  Nothing has changed with my phone that I'm aware of.  I am able to get a phone call from a different landline number. 

 I'm using a Samsung Galaxy S9+.  I've been with Public Mobile for at least 4 years.  I have done all of the following:

1. Do Not Disturbed not active.

2. Number is not in my blocked number list.

3. I have power cycled my phone on and off several times.

4. I put my phone into flight mode for 1 minute, powered off, removed the sim card, powered all back up.  Stil they are unable to call me.

All my by research indicates that this is most likely a call routing problem.  So what do I do next as this is now a service provider issue?

Thanks for the assistance.  FZ

[hTideGnow]

hi @Mar_jo 

you might need to Reset the phone and reset up and test 

[Mar_jo]

Thanks for the suggestion. Yeah, I tried to disable LTE too, but the same problem persists. It's certainly a strange one.

I just tested on an even older phone like the ZTE Axon 7 and it works! 

So it's a problem specific to the S9+. Total head scratcher.

[hTideGnow]

hi @Mar_jo it almost sound like a problem with VoLTE, which S9 is not on PM's VoLTE whitelist 

but it should still receive 3G voice without trouble 

I would ask PM support to check.  Telus and PM both use the same network and same company, should be essy for them to track 

please submit a ticket with CS Agent using this Chatbot link:  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 by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Mar_jo]

@FelineZoo @Lloyd5 did you guys ever get the problem solved? I signed up for a Public Mobile line for my son, gave him my Galaxy S9+ and he's having the exact same problem. 

Calls from our mobile numbers work, but calls from our home Telus landline, and my parent's Telus landline number for example do not. The caller will just hear a few rings then go to voicemail. 

I noticed the S9+ switches from LTE to 4G (as displayed in the status bar) when someone is calling from either a mobile or Telus landline. Difference is that when a mobile caller calls, the phone recognizes, and it rings the phone with the phone prompt. But if a Telus landline caller calls, the phone will still switch to 4G in the status bar, but the phone does not recognize an incoming call and it does not ring or present any phone prompt. So strange.

It's probably some sort of niche compatibility issue with the S9+ and Public Mobile, so chances of it being fixed are slim, but I'm hoping someone found a workaround.

If I put the Public Mobile SIM in an iPhone, Pixel 2, Pixel 6, they all receive the landline calls no problem.

[Lloyd5]

Thank you for your reply, but my problem is the same as FelineZoo, where an incoming call from a landline goes to my S9 voicemail. S9 does not ring! (Although the landlines caller hears it ring 6 times before going to voicemail) Frustrating...

[computergeek541]

---

@Lloyd5 wrote:

Hi FelineZoo, I have the exact same problem with my galaxy S9, wonder if you got the problem resolved? Is it an obscure phone setting ? I've spent hours searching....Thank you

---

You device doesn't know if it's calling a mobile or landline phone number.  There's no setting that could have been change that could cause issues specifically calling only landlines.

[Lloyd5]

Hi FelineZoo, I have the exact same problem with my galaxy S9, wonder if you got the problem resolved? Is it an obscure phone setting ? I've spent hours searching....Thank you

[FelineZoo]

Good idea.  I did check and my friend's number does not show in any of my incoming calls even though they have called me about a dozen times today (and the pass week) while trying various things to get this to work.   I have ensured her number is not blocked, all anti-spam features are turned off, block numbers are turned off, and call barring features are not active.  I did move my sim card from my phone to my partners phone and the call came through.  So makes me think there is a setting in my phone but I can't find anything else that could be preventing the number from getting through.  There is no blocked number symbol next to her number or contact.  Very odd.

Thanks for all the suggestions.  I keep trying them. Greatly appreciated.

[softech]

@FelineZoo 

also, you might want to login My Account, go to Usage history and see if it shows the incoming calls from your friend.  It can confirm if the calls ever try to reach you.  Usage history:
https://myaccount.publicmobile.ca/en/account/plan/usage-details

[FelineZoo]

Thanks Softech for the quick response.  Yes it seems that I can only get a call from the one individual. I'm absolutely sure I did not accidently block the number.  It was the first thing that came to my mind.  I forgot to mention that I deleted their contact information from my phone and then made a new one just in case there was something linked to their contact card. 

Good idea trying my Sim card in another phone. I'll do that once I can get my hands on someone else's cellphone. 

I'll try to submit a ticket as well. Thanks! FZ

[Phil_Adelphus]

@FelineZoo  Use the chat icon bottom right to submit a ticket with customer service.

[softech · Accepted solution]

HI @FelineZoo 

you really can receive calls from other friends and just not this one?

you sure you didn't block his number by mistake? can you try your sim card in another phone and ask your friend to call again?

if this is indeed true, a system problem, please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally 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 ticket submitted, CS Agent will reply to you there   

Since your friend is with Telus, it is also good to ask him to open ticket himself with Telus as well