Cannot Ring Specific Mobile Number

[Eric27]

Good morning!

Our son recently received a SIM card for his mobile. He can ring my mobile number but I cannot ring his mobile number. A voice message hears: Public Mobile, sorry the number cannot be completed as dialed". I can ring his mobile number from our landline and vice versa. Only my mobile number seems to be blocked. I verified his callers list and my mobile number is not blocked. Can I adjust a setting-s in my iPhone and / or in my Public Mobile account? I can ring any other mobile number, save for our son's mobile number. Frustrating!

Many thanks for your assistance!

[Eric27]

I have not yet contacted Lucky Mobile. I presumed because he can ring my mobile number but I cannot ring his mobile number, the issue was with Public Mobile and not Lucky Mobile. 

[esjliv]

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@Eric27 wrote:

His mobile number is with Bell (Lucky Mobile). I am with Public Mobile. My wife is with Rogers and she can ring his mobile number without problem.

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OH, @Eric27 , sorry I presumed your son was with Public Mobile.

Perhaps an issue on Lucky's end, if you have no issues calling other people. Have you gone to Lucky to ask why a Public Mobile number is getting that message?

[Eric27]

LOL, no need to apologise! My mobile is in German and the numbers in my contacts list appear with +1 or sometimes +01. I deleted my son's contact information, removed the +1 and then dialed his mobile number from my keypad without the +1 but the same voice message hears, "Hi, Public Mobile here, sorry, you call cannot be completed as dialed".

[Phil_Adelphus]

@Handy1  so that may be the problem?  Eric said "The number saved in my contacts list includes the +01, then the area code and finally, his mobile number. I also dialed his mobile number without selecting him from my contacts list, but to no avail."

[Handy1]

@Phil_Adelphus  Yes 1 in front of the 10 digit contact is all that needed 

[Phil_Adelphus]

Perhaps I'm showing my ignorance so feel free to correct me, but why put +01 in front of the phone number?  Isn't that for international calling?  I tried putting +01 in front of another number and called it from my PM phone and also got this call can't be completed as dialed.  Shouldn't it just be a 1 in front as someone else mentioned?

[Handy1]

@Eric27  Try sim in each other phone . Maybe all that needed to force the SIM card to re provision itself . Fingers crossed 

[Eric27]

I will remove and exchange our SIM cards from our phones...see if that helps!

[esjliv]

@Eric27  - that phone number @Handy1 provided in your INBOX is for porting issues only. It is not Public Mobile customer support.

The 2 ways to contact the Public Mobile Customer Support Agent (CSA)_Team (by messaging ONLY) are below:

1 -  Normally Faster - use this link to: Get Help With Public Mobile Chatbot], OR

2 – Slower - Use this link to: Contact Public Mobile Representatives (CSA) by submitting a PRIVATE MESSAGE to start a ticket to them here: Private Message to Public Mobile Customer Support Agents (CSA)

[Eric27]

We can send and receive iMessages and / or SMS. 

I will try your suggestion later this PM (restarting his iPhone and resetting his network settings). Perhaps that will solve the issue!

[Eric27]

His mobile number is with Bell (Lucky Mobile). I am with Public Mobile. My wife is with Rogers and she can ring his mobile number without problem.

[Handy1]

@Eric27  And you rebooted the phone ? Tried to reset network settings ?  . If you try his SIM card in your phone does services work . Or if you put your SIM card in his phone does services work . This will determine if it’s account related or device issue 

[esjliv]

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@Eric27 wrote:

The number saved in my contacts list includes the +01, then the area code and finally, his mobile number. I also dialed his mobile number without selecting him from my contacts list, but to no avail.

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@Eric27 can other mobile numbers call your son (public mobile or otherwise?). 

Can you text back and forth with him (and not through iMessage, I mean regular SMS)?

Try restarting your son's phone, and if that doesn't help perform a reset of the device's network settings. This also resets Wi-Fi networks and passwords, cellular settings, VPN and APN settings, and connected Bluetooth devices that you've used before.

Iphone: To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode. Your iPhone will reset network settings and restart itself.

android: Find and tap Settings > System > Advanced > Reset options > Reset network settings.

[Eric27]

When I dial his mobile number, a voice message hears "Public Mobile, you call cannot be completed as dialed". My call cannot even get through to his voicemail. His number was not ported. It was a new SIM card with a new mobile number. Thank you for the live support link!

[Eric27]

The number saved in my contacts list includes the +01, then the area code and finally, his mobile number. I also dialed his mobile number without selecting him from my contacts list, but to no avail.

[esjliv]

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@Handy1 wrote:

@Eric27  So all call go to his voicemail ? And all other services work ? Did he port a number to PM ? If so there a number for live support to help fix . Will send private message . As we are not allowed to post it here 

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@Handy1 - the issue is Dad calling Son (public mobile to public mobile). Landline calls son okay, so doesn't appear to be a port issue.

[esjliv]

@Eric27 - Are you long dialing it, like not from a list of contacts? If so, try calling it with a 1 in front plus the 10 digits 'long hand' on your dialer.

Then, try deleting his contact from your phone completely then readding it. Add it with a 1 in front just in case.

[Handy1]

@Eric27  So all call go to his voicemail ? And all other services work ? Did he port a number to PM ? If so there a number for live support to help fix . Will send private message . As we are not allowed to post it here