Community

felix67 · ‎09-10-2021

Hello,

please help!

cannot receive any phone calls or text messages since yesterday afternoon.

I have tried all the proposed solution and nothing ii helps.

Thank you in advance.

pkaraa · ‎09-20-2021

on iPhone: Go to Settings > General > Reset > Reset Network Settings.

on Android: Go to Settings > General management or System > Reset > Reset network settings.

hTideGnow · ‎09-10-2021

@melissa_mcgraw

try this.. follow exactly what to type or click

To open a ticket with Customer Support Agent, click on the Bubble or directly at : https://publicmobile.ca/chatbot
Start by typing Technical problem

click "Text"

click "I can't send/receive texts"

click "No"

click "Still not working"

then click "Click here to submit a ticket"

You will then brought to another page and will ask you to logon with your Community credentials. Follow the page to finish opening the ticket.

If you have problems submitting a ticket, you can also send a private message to CS_Agents (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Anonymous · ‎09-10-2021

@melissa_mcgraw wrote:
This is what I am trying to do. I am trying to submit a ticket. How can I do that?

@melissa_mcgraw

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket

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
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

melissa_mcgraw · ‎09-10-2021

I already twice chatted with SIMon and he isn't at all helpful asking about porting numbers and if I am a new customer. It doesn't even acknowledge your question asked. Can you create a ticket?

melissa_mcgraw · ‎09-10-2021

This is what I am trying to do. I am trying to submit a ticket. How can I do that?

Anonymous · ‎09-10-2021

@melissa_mcgraw

you check it out is issue Towers Map in your area...outages Here link,

can you try it selecting the network to "3G ONLY"

for iPhone visit Here link

or Here link

for android visit Here link ,

do one thing Make sure your phone is off before removing your SIM card,

and do rebooting your phone take your SIM card out and waiting for a 2 minute and put it back and turn on -This one 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 do try reseat the SIM card

1. power off your device

2. take out the SIM card,

3. wipe it clean SIM card,

4. put it back and power on,

5. toggling airplane mode off/on,

and do again Rebooting your phone means to turn off your phone and turn it back on again.

or try to reset network settings on an IPhone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit Here link,

and go Changing APN Settings On An IPhone

click Here link,

How to reset network settings on an Android device

Open the Settings app on your Android.
Scroll to and tap either "General management" or "System," depending on what device you have.
Tap either "Reset" or "Reset options."
Tap the words "Reset network settings."

or visit Here link,

and go Changing APN Settings On Android device

click Here link,

and if still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

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

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket

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
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

melissa_mcgraw · ‎09-10-2021

Okay so what are you doing to help us customers who are effected by it.
Any solutions or do we just deal with it?

softech · ‎09-10-2021

@melissa_mcgraw this has been a problem for a week or two. In fact, it quiet down a bit last week. Start being an issue again over the weekend and it was worst since yesterday..

melissa_mcgraw · ‎09-10-2021

I have done that yesterday, seemed to have pushed a few of the texts through that I missed throughout the day but it didn't last and now I can't receive calls and texts again. Does this maybe have something to do with the Telus outage?

Any other suggestions?

hTideGnow · ‎09-10-2021

@felix67 If you have a spare phone around, try to put the SIM in the phone to test. From other reported back, look like that can really resolves the issue

hTideGnow · ‎09-10-2021

@felix67 wrote:
What i see on my phone for mobile networks are:
LTE/WCDMA/GSM
WCDMA/GSM
WCDMA only
GSM only

@felix67 use this option:

WCDMA only

t_p · ‎09-10-2021

@melissa_mcgraw wrote:
I also can't receive calls or texts since yesterday. Are there any fixes or suggestions that Public Mobile has given?

Try 3G network only.

Try SIM card in another phone.

Anonymous · ‎09-10-2021

@felix67 wrote:
What i see on my phone for mobile networks are:
LTE/WCDMA/GSM
WCDMA/GSM
WCDMA only
GSM only

@felix67

put it WCDMA only

and rebooting your phone

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

Anonymous · ‎09-10-2021

@felix67 : Try the second or third one. It's probably on the first one now right?

melissa_mcgraw · ‎09-10-2021

I also can't receive calls or texts since yesterday. Are there any fixes or suggestions that Public Mobile has given?

felix67 · ‎09-10-2021

What i see on my phone for mobile networks are:

LTE/WCDMA/GSM

WCDMA/GSM

WCDMA only

GSM only

Anonymous · ‎09-10-2021

@felix67 wrote:
please detail how to change network to 3G?

@felix67

can you try it selecting the network to "3G ONLY"

for iPhone visit Here link

or Here link

for android visit Here link ,

do one thing Make sure your phone is off before removing your SIM card,

and do rebooting your phone take your SIM card out and waiting for a 2 minute and put it back and turn on -This one 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 do try reseat the SIM card

1. power off your device

2. take out the SIM card,

3. wipe it clean SIM card,

4. put it back and power on,

5. toggling airplane mode off/on,

and do again Rebooting your phone means to turn off your phone and turn it back on again.

and if still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

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

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket

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
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

felix67 · ‎09-10-2021

please detail how to change network to 3G?

hTideGnow · ‎09-10-2021

@felix67

What have you tried? I think the following 2 workarounds will resolve the issue

1. change your network to 3G Only. You might want to leave it there for couple days, until the issue is fixed by PM

2. Put your SIM in another phone. If it works, put it back to the own phone.

t_p · ‎09-10-2021

@felix67 wrote:
Hello,
please help!
cannot receive any phone calls or text messages since yesterday afternoon.
I have tried all the proposed solution and nothing ii helps.

Thank you in advance.

What solutions have you tried?

There are many complaints about problem like yours lately, reading through them will give some ideas what you can try.

hairbag1 · ‎09-10-2021

@felix67 wrote:
Hello,
please help!
cannot receive any phone calls or text messages since yesterday afternoon.
I have tried all the proposed solution and nothing ii helps.

Thank you in advance.

Check the Telus website to see if there's outages in your area.

https://www.telus.com/en/qc/outages

Community

Cannot receive calls and text messages