Cannot receive SMS

[BooNBoX]

I opened a ticket (Ticket ID:618128-423) since yesterday but has not received any response from your team yet, but everyone opened a thread seemed to be getting a response here so I’ll post it here. I would suggest your system to have a better customer support platform as this is quite frustrating for many of us, I’m sure for your team as well when encountered such a huge volume of cases like this.

ported over since last night, able to get voice and data service but unable to send or receive SMS. I have a few OTP SMSes that I couldn’t receive and my payment got stuck so I need your team’s attention as I’m getting penalty from being late in payment due to SMS issue.

Tried all the stuff in your support doc, reset network setting, deleted all the old eSIM, reboot my phone and still couldn’t work. Voice and data are fine though. So not sure what’s going on?

may need your team to re-provision my sms service or settings

[hTideGnow]

hi @BooNBoX 

APN has nothing to do with calls

for your porting problem,  Did you get a text from the old carrier, did you reply Yes within 90 mins?

and can you receive inbound phone calls, especially from Non-Telus/Koodo/PM phone?  If you cannot the port was not done

It could be an incomplete port.  PM porting support team can help.  I have sent you the porting support team number.  Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call.

And in case the poring team cannot help and ask you to submit ticket (or you rather submit ticket anyway),  you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage   

[BooNBoX]

Pushing this up a little bit to see if anyone has a better solution.

Tried to get a new eSIM but still the same.

Only data is working. I still cannot receive call, cannot receive or send SMS.

during port over, I responded to the text within 90 mins and successfully ported over. 
checked APN and data setting seems to be ok.

Opened the case on Saturday. CS agent replied on Tuesday but asking me the same thing all over again like number, email and issue which I already stated when I sent the first message, then she went disappeared on me and no longer replied.

i have been without service since Saturday, 5 FULL DAYS without anyone to reach out for and this is nightmare

[BooNBoX]

Yes I did that this morning but yet no response 😞 I know they are swarmed but this is very bad especially if you need to have access to SMS for OTP..

but thanks for responding

[BooNBoX]

I can call out but cannot receive call.

[hTideGnow]

hi @BooNBoX 

can you confirm if you can receive inbound calls?

[Chalupa_Batman]

If it's been 24 hours, go back to your "sent box" and request and update. No staff here to help. Just us customers.