Cannot receive a call

[demi97yiya]

Hello,

I cannot receive calls. People who call me reach voicemail, but if I call back, it does not have the same problems.

What can I do?

Thanks.

[mpcdesign]

@demi97yiya , what timing! Love helping fellow Asus ZenFone community fans! What you could do for testing is ask family and friends to call you or do it from your computer!

[demi97yiya]

Thanks a lots. I have found the settings and I have turned it on. After doing it I have received several calls. Maybe it will work now, I need try more incoming calls.

Thanks))))))

[mpcdesign · Accepted solution]

@demi97yiya, I have Asus ZenFone 3 so, it's a couple of years off from your Zenfone 6, but in my settings, did you check the 'Dual SIM Card settings?' On mine, I have the SIM 1 directed at Public Mobile with my number. Under the  'Call Settings,' I made sure the 'SMSC setting' shows that SIM 1 card is available and the the 'SIP Settings', has receive incoming calls on. Not sure if these same settings work on a Zenfone 6?

[t_p]

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@demi97yiya wrote:

Do Public mobile has some phone number for support?

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@demi97yiya 

Contact Customer support via one of these 2 methods:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.

[computergeek541]

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@demi97yiya wrote:

Do Public mobile has some phone number for support?

---

Sorry, but Public Mobile does not provide support over the telephone.

[demi97yiya]

Do Public mobile has some phone number for support?

[demi97yiya]

Addition,

When set 2g/3g/4g, internet work good, but when I set 3g only, internet cannot work after active wifi network, but after rebooting device the internet start to work in normal way. With 2g/3g/4g option my phone do not has any problems with internet.

[demi97yiya]

Status is active,

Rebooted many times.

bar show 4g and good signal.

Yes, I can do outgoing call without any problem, internet work too.

I tryed 3g only, 2g/3g/4g and others, effect was the same.

I do not have another phone to check it(((

[softech]

@demi97yiya   give us a bit more information.  

did you login to My Account and is the status showing Active?

did you try reboot your phone?

is the phone's status bar on top showing some signal bars?

Can you make outgoing call? how about data?

If you can make outgoing calls but cannot receive incoming, try to change the Network to 3G Only and see if it works

Also , did you try in another area to see if you can receive calls?

[demi97yiya]

I did all things, but I cannot receive calls. People just reach voicemail without any phone notification. Could it be resolved or I need to change mobile network provider.

Thanks for any help.

[keepasa]

It looks like your account could be in the middle of the number porting process.  By chance did you receive an SMS text from your previous service provider to validate the transfer?  Normally you have 90 minutes to approve the number transfer. 

I assume you tried powering down phone and rebooting?

Did you initiate the number porting during the activation process or after you activated with a new number?

[JK8]

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@demi97yiya wrote:

Hello,

I use Asus Zonfone 6

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Can you try your sim in another unlocked phone. This will help to determine whether phone vs account problem.

[esjliv]

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@demi97yiya wrote:

Hello,

I use Asus Zonfone 6

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@demi97yiya 

Did you check to see that Do Not Disturb was not accidently turned on?

Check for updates on your phone, and install them.

Try the trouble shooting as found here for Asus: https://www.asus.com/support/FAQ/1007684/

[demi97yiya]

Hello,

I use Asus Zonfone 6

[BKNS27]

@demi97yiya 

Did you check your phone setting to see if you enabled the Do Not Disturb setting?

What phone are you using?

[demi97yiya]

Thanks a lot)))

[Anonymous]

@demi97yiya 

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[t_p]

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@demi97yiya wrote:

Hello,

I cannot receive calls. People who call me reach voicemail, but if I call back, it does not have the same problems.

What can I do?

Thanks.

---

Since when do you have this problem?

Were you porting a number?

If not, can you try the SIM in another phone?

Edit: Do you get good signals on your phone?

Does the problem happen anywhere,all the time or only when you're at certain locations,sometimes?

[demi97yiya]

Hello,

I did not port from another provider))) Moreover, I did not see the same problems before changing plan (3 months ago). But I do not know exactly as before I used only WhatsApp for call(((

Thanks.

[Yummy]

Does SMS works?

Did you recently port your number?

Try the following basic troubleshooting advice:

- Reboot phone

- Reset phone’s network settings

- Toggle airplane mode on, then off

- Change the network to 3G

- Remove SIM card, clean SIM’s contacts, reseat the SIM card, reboot phone

- Try your SIM in another phone

[Anonymous]

 @demi97yiya : Did you recently port in your number from another provider? Is that the voicemail from here? Or from the old provider?

[Anonymous]

@demi97yiya 

can you try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link 

or Here link 

for android visit Here link ,

and do Rebooting your phone 

This is quick and simple,

*what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

or can you try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute

4. put it back and power on,

5. toggling airplane mode off/on,  

and do again Rebooting your phone,