Calls from Public accounts and Bellus network

[dust2dust]

My bit of search is coming up empty. Is this a job for the support people?

My phone is not receiving calls from other Public accounts. It will receive from TextNow. It will receive from Fido. It will receive from Shaw Mobile.

I move the sim to another phone and it receives calls fine.

I manually re-connect to Public (leaving it on automatic). I switch to 3G only. I power down and restart (basically the same as airplane mode but more so).

The caller just gets nothing and it hangs up.

The phone jumps up in bars the way it does when it switches to 3G. Then it goes no service. Then it returns to normal.

No Do Not Disturb. No blocked callers.

This has apparently been going for a few days so it doesn't seem related to todays events. Yeah yeah I'm a low usage user and nobody calls me that I know of. Now anyway.

What other search terms can I use. Or is this simply a job for the support people?

Adding - changed subject line

[dust2dust]

Thank you @darlicious . Very warm. The techs I've been working with thought they had that. They asked what forwarding I had set. I said standard (a 4001). But they said they saw something else (which I recognized). Presumably they changed it or something. No change.

They also had me hide my number of the phone with the Public sim in that I was using to call the "problem" phone. No change.

Calls from elsewhere including TextNow ring through and I can answer fine. Not just ending up in voicemail.

Great find. I continue to be quite certain it's an internal networking routing problem. It's not an account or sim or phone problem. I think it's their system has choked up on my IMEI's. Why both, I don't know.

I'm pretty choked at all the hassle and data losses after dutifully doing Samsung and Google backups. So much for restoring. I don't sync every little thing to whatever external storage apps might have. I'm paying dearly (in time and hassle) for that. My losses so far are bookmarks in Firefox and Chrome, notes in the Samsung little notepad thingy app, Tasker tasks, TorquePro OBD car monitoring setups, Google Photos really peeved me that they hold your pictures hostage and you have to find your way to fiddling around with exporting out to a zip and downloading that. Of course albums and such are shot to heck. Once I had proper control of my pictures I removed the app and deleted the pictures from the Google photo server. But they had a nice clean method to backup. Never again.

Adding - I'll forward the thought and idea with that link to the tech guy when next I'm texting with him. The link is all about PBX's but maybe cell routing is similar. (I'm going to have to ask for my text and minute counters to be rewound after all this tech texting and talk minutes 🙂 ).

[darlicious]

@dust2dust 

Don't know if this will help but......could it be the latest firmware?

From this thread....

https://www.3cx.com/community/threads/help-can-not-receive-inbound-calls-from-same-provider-t1-telus...

Patton support fixed the issue it was an problem with the latest firmware on the Patton 4171 gateway, we had to disable the "caller-name"

commands below:

1. enable
2. configure
3. cs
4. interface isdn
5. show running-config "interface isdn
6. caller-name ignore-absence 0

Seems to me that we both had voicemail issues when suspended with the calls cutting off the difference being that you had call forwarded your phone number whereas I did not. Calling from a pm phone cut off....no voicemail, no nothing. Calls from textnow or fongo got the main voice messaging system where you had to know to put in your phone number to reach your voicemail. Somewhere in there your incoming telus calls are not routing properly or your call forwarding is rejecting them somehow? If you can see what I trying to connect?

[dust2dust]

@Nezgar- Thanks for your input. It's a dual-sim phone. Neither sim fully works in either slot. I'm not yet ready to change either sim.

Someone from 5 hours away tried to call it with the same result.

Everything about the service works except for the Telus type inbound calls. Old Telus PAYG, old Telus Prepaid, Koodo postpaid, Public.

Fido, Shaw Mobile and TextNow all get through fine.

A Fido sim works fine for inbound from Public. Both sims will take calls from Public on another device.

[Nezgar]

@dust2dust Dunno if this has been suggested yet... If you haven't tried a SIM from another Public Mobile account in the phone yet, try that, or buy a brand new Public Mobile SIM card, and use self-serve to switch to that new SIM card to see if it helps?

Also, have you tried calling this phone while in a different area of town just in case it's something related to the local tower / frequency bands available?

[dust2dust]

No I did NOT restore before testing. Got to the end of the restart and tested. I don't have a lot of experience doing all of this stuff because I rarely have to. It being Friday evening and I'm going to some cabin or other in Quebec Monday morning, I did this as a last ditch effort. I don't use Samsung Pass.

I'm also surprised. Apparently so are those Telus tech guys. But the same phone works fine with calls from elsewhere. And a Fido sim in worked fine too. Just not internal sourced calls from the Telus family. Frig.

[softech]

@dust2dust   I am actually surprise the Factory reset didn't work.  I still wonder why the same sim work perfectly on other devices and just not this one

Again, I guess you are experience enough to NOT restore your cloud backup and test first?

for restoring things, you have to love the current technology, honest, there is actually a lot less to setup now after a restore compare with 5 years ago.  Even Passwords are restore/sync back if you use Samsung Pass.  All the apps and preferences are pretty much there.  The toughest jobs is to launch each app again and login again 

[dust2dust]

So with the roaring response...I did the Samsung factory reset first...no change. Same error. Then did the recovery mode factory reset...no change. Same error.

I guess I'm waiting some more for the Telus tech people.

It just makes no sense at all that Fido, Shaw Mobile and TextNow can call in no problem. But an old Telus PAYG, an old Telus prepaid, Koodo postpaid and Public can't call in.

Crap. Now I have to spend all this time restoring everything back.

[dust2dust]

Ok, I'm about ready to break down and do the factory reset. Telus tech is dragging their heels. It's been a couple days now of silence after some great efforts by an earlier guy.

So which one should I do? The built-in Samsung factory reset in the settings? Or the recovery mode factory reset? I've done as much backup as I think I know to do. Both Samsung and Google and moving files and directories onto my laptop.

Is one more deeper? One more encompassing? One more problematic to get back to where I was after restoring?

I had previously done a wipe cache in the recovery mode to no avail.

I almost thought I had some progress after I put a dead Telus sim in and back to a Public sim and I got the no ring/immediate voicemail thing. But the phone still wasn't quite happy and after another restart, back to how it was.

Tips? Hints? Gotchas?

[dust2dust]

@Nezgar- Hadn't. Nope. Thanks.

[Nezgar]

@dust2dust  dunno if you tried this yet - when calling from the other PM phone, try blocking caller ID by prefixing #31# before the 10digit number...

[dust2dust]

@darlicious- The caller gets nothing. No ring. No voicemail. Dead. Then disconnects a number of seconds after the "problem" phone has gone back to idle. I continue to say that a factory reset should be unnecessary while other providers can call in.

One of the agents said they had "refreshed" the account I used for verification. So I don't think any self-re-provisioning would be necessary now.

[darlicious]

@dust2dust 

When a pm customer calls your phone do tbey here it ring and when it seems like it connects it kind of beeps and abruptly disconnects? You may have to factory reset your phone. This is the same behavior I experienced when I was testing out suspending via lost/stolen and keeping voicemail active.

When I tried call forwarding (I'm trying to remember exactly what I did) and suspending it worked during the 30 day cycle but I think once the clock struck midnight on day 30 it would either cancel default back to voicemail or not but the act of suspending the connection between the network and the sim card meant the call forwarding couldnt default back to the network's voicemail so it was left in limbo. Incoming calls went nowhere it would connect and immediately disconnect.I believe I had only test called the suspended phone from another pm phone number vs fongo or textnow.

So even though you have reset your call forwarding either the network's voicemail is still thinking you are in limbo for other pm customers or your phone is? So your dilemma is to try and reprovision your sim card now that you reset your call forwarding and suspend via lost/stolen or factory reset the phone so it has a fresh start connecting to the network and setting up your voicemail again unless pm can reset your voicemail connection?🤔 Somewhere in there lies a glitch.

[dust2dust]

The "problem" phone is dual-sim. Put either sim in another phone and yet another phone with Public can call it. Either sim in either slot in the problem phone and yet another phone with Public can NOT call in.

Then now a whole other provider sim works perfectly fine in the phone. I call the number of the other provider sim  from a phone with a Public sim in and it works.

This is an internal network switching problem at Public. I think it has been thoroughly examined to try to identify the problem. It's Public.

[softech]

@dust2dust  but your sim work without problem on another phone  🤔

the one with the problem, what phone is that?

and you tried a different PM sim on this phone and working perfectly?

[dust2dust]

Update:

 @sheytoon , others - I tried a different provider sim and it worked perfectly fine.

Support said talk to the manufacturer. The manufacturer said talk to the provider. I did do a wipe cache, reset network settings, "soft reset". No change.

Support here after much discussion finally decided to forward the issue up.

No I'm still not yet doing a factory reset. This is a Public problem. I do think it's what @darlicious said long ago in this thread...it has to be an internal network routing difference between internal and external. And who knows much like flipping a switch like a toy train setup to re-direct down a different track.

[dust2dust]

@sheytoon- No I have not. Other than going to a store, the people I know with other providers are not very technical. So to be fiddling with their phones swapping sims around would be a risk for them. And they even happen to be visiting from out of town. I wouldn't want to risk them losing anything.

I put a dead Telus sim in an old phone that I had loaded a stock OS into and I watch as it "forced" the phone into becoming a Telus phone evidenced by the inclusion of the Telus app. Previous to fiddling with rom's, it was a Bell phone with Bell apps. The stock OS had nothing of the sort.

(my primary Public account sim is in that phone now so I can answer any calls)

[sheytoon]

Have you tried another provider's SIM in the bad phone? That might confirm if it's a phone issue or not.

[dust2dust]

Nope. I've asked support to forward it to their technical team. Hopefully they do that. Of course they suggest doing a factory reset. But I'm not interested in doing that. Everything works except incoming calls from Public customers. I'm sure there has to be some kind of internal routing table that my phone needs to be added to somehow. And my thinking earlier of that maybe external calls in, use a different routing table.

[softech]

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@ShawnC13 wrote:

Just wondering if there has been any resolution on this strange issue

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I want to know how that got resolved, too. This is an interesting case...

[ShawnC13]

Just wondering if there has been any resolution on this strange issue

[darlicious]

@softech 

I still think it may be flipping a switch or a (missing) coding error.

@dust2dust  @sheytoon 

Something similar to the member that lost all of their plan features that had to be added back in individually to rebuild the plan.

[softech]

@dust2dust  I guess if the expert has no suggestion, too, you are down to Wipe the phone clear or shop a new phone.  LoL

[sheytoon]

Sorry, I'm honestly not sure, it's a very strange problem.

[dust2dust]

I'm thinking about IMEI. What else outside of the account would be examined in connecting calls? Maybe the IMEI is being used in routing calls. Maybe this IMEI got dropped off the routing list somehow for internal calls. But external calls come through fine so maybe that's a different routing list.

@sheytoon- Am I warm?

[Nezgar]

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@dust2dust wrote:

@Nezgar- Maybe. But the "bad phone" can receive calls from other providers and also call out.

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OK yeah, that would definitely suggest it's not something related to the radio side...

I had strange text delay issues a while back with one phone (and not when same SIM was installed in another) that I only eventually resolved by getting a switching to a new SIM card. Before going down that route I would try asking CSR to do whatever behind-the-scenes reset they can try first.

[dust2dust]

@Nezgar- Maybe. But the "bad phone" can receive calls from other providers and also call out.

[Nezgar]

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@dust2dust wrote:

@darlicious- I moved my primary account sim to the other phone. It works. I have my data account sim in slot 2 for testing all this. Same result. I had it in slot 1 earlier.

Adding - I see how people accidentally accept solutions. Click reply on the post and don't move the pointer. The Accept as Solution button moves over under the pointer.

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Maybe the "good phone" has a bigger antenna. 😛

[dust2dust]

@darlicious- I moved my primary account sim to the other phone. It works. I have my data account sim in slot 2 for testing all this. Same result. I had it in slot 1 earlier.

Adding - I see how people accidentally accept solutions. Click reply on the post and don't move the pointer. The Accept as Solution button moves over under the pointer.

[darlicious]

@dust2dust 

I cant see any other setting in my phone that it could be....do you currently have two sims in the phone or just one? Could there be a sim setting thats only accessible with two sim cards in the phone like the drop down bar that allows you to switch sim cards for calls, texts or data? Or I should say sim card slots #1 or #2?

[dust2dust]

I don't think that's an available feature here. To set it or undo it needs some kind of code too. But the sliders are showing as off. Also, I can receive calls from other providers.