Calling issues with my PM number

[Euyghn]

Hello all, 

I recently signed up for Public Mobile, and have quickly run into issues. I am in Nova Scotia. I have two family members that I cannot call. They are on Telus and Fido, and both numbers when I try to dial say 'Hi, Public Mobile here, the call cannot be completed as dialed, please check the number and try again'. Both of the numbers CAN call me. I have tried adding +1, 1, leaving it out, everything. Nothing works. 

I also am getting complaints from people that when they try to call me, it doesn't work, but if I then call them, they can suddenly call me successfully. 

My wife is on Public Mobile and is experiencing the exact same issues, even though we set up our accounts totally separately. I am using an iPhone 14 eSim, she is using an old iPhone 6S with physical SIM. 

This problem is extremely frustrating. Any help would be appreciated.

[will13am]

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@Euyghn wrote:

Can I change my number using the app?

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The phone number change can be done using either the app or on a browser.  Do whatever is most convenient for you.  Clear app cache before logging in to make sure there are no conflicts with cached data from previous sessions.  Use incognito mode if on a browser.  For critical things like this, I play it safe.  

[hTideGnow]

HI @Euyghn 

if you can login the app, then yes, you can change phone number on the Account page on the app

[Euyghn]

Can I change my number using the app?

[will13am]

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@Euyghn wrote:

It's a phone number I selected from the pool, not a port. 

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If you don't mind getting a new phone number, perhaps try selecting a new phone number with a different exchange or prefix (3 digits after area code).  It is worth a try.  The new number I took has a different exchange than the old one.  Whatsapp likes the new number.  

[AK32]

Yes it is very odd that both you and your wife are having the same issue.   I think you should message PM and have them look into it on their end, it doesnt sound like anything on your end to me.

[Euyghn]

Data works 100% The reason I'm doubting that it's the phone is that my wife also signed up for PM and has the same issues. 

[Euyghn]

It's a phone number I selected from the pool, not a port. 

[slusagm]

you have done enough test, ask PM to check and refresh your account

[Euyghn]

Never worked when trying to call those particular numbers. 

[AK32]

That is very weird, almost like the activations did not fully go through.  Have you confirmed data works (not wifi)?
I do think your best bet would be to try your sim in a second device, and if that doesnt work and/or data doesnt work, you will have to contact a customer service agent to look into it for you as it could be something on their end.

[will13am]

@Euyghn , you could reach out to support and have them perform an account reset.  Is the phone number you are using a new number that you selected from the pool or is it a number that was ported in from a different service.  Sometimes phone number selection can result in quirky outcomes.  I have a phone number in one of my accounts that appears as a "landline number" in some databases.  Platforms like whatsapp would not play nice with the phone number.  I had to bite the bullet and choose a new phone number this week.  

[slusagm]

2 months and the 2 numbers never work? or just started lately?

[Euyghn]

Only been with them for around 2 months now. I disabled iMessage and was able to send regular text to the numbers.

[slusagm]

text message can be misleading because it could have sent as iMessage or RCS

so, you can call other numbers without problem? and how long you have been with PM?

did you try Reset Network Settings and maybe put your sim card in another phone for a test?  

[Euyghn]

Thanks, I will do this.

[Euyghn]

The weird thing is, my wife also signed up for PM and also cannot call the numbers. Whole separate account. It makes no sense.

[AK32]

That is strange, are you able to test it with another device to narrow down if its a service issues on PM's end, or a device issue?

If it also does not work on a second device, i would message a PM customer service rep to see if there is anything on their end that is incorrect.  It does sound like a service issue but trying your sim card in a second device would be the best way to narrow that down.
You can message a customer service rep here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Euyghn]

No issues with text messages. I am located in Halifax. All those troubleshooting steps have been tried.

[AK32]

Hey there, sorry to hear you're having these issues.  I am also in Nova Scotia and havent experienced any of these issues, i dont typically add +1 in front of numbers im calling. are you in the city or in a rural area away from towers?

I would try the routine troubleshooting steps first, reboot your device, reset network settings. 

Are you having issue using data or text messages? or is calling the only issue?

[eddieO]

@Euyghn in your shoes I would contact a support agent to see if it's something they can fix on their end.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)