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Cannot receive incoming calls/texts

Morgan97
Great Neighbour / Super Voisin

I cannot receive incoming calls or texts to my Public Mobile number--my account was switched over with an existing number from my old provider last month. I can only make outgoing calls and texts and can not receive any incoming calls or texts (have checked with multiple phones), incoming calls are received to my old voicemail from my previous provider--due to this i have been locked out of my university accounts and cannot complete compulsory course work--and public mobile has NO team or costumer service to contact, I need this fixed TODAY! I need to speak to a HUMAN public mobile service agent to resolve this.

10 REPLIES 10

will13am
Oracle
Oracle

@Morgan97 , in order to successfully complete the phone number transfer you need to acknowledge the number transfer on the old provider end.  You need to resubmit the number port and have the old SIM card in the phone so that you can receive and agree to the number port.  This is the help article explaining the number transfer process.

 

https://www.publicmobile.ca/en/bc/get-help/articles/choose-your-phone-number

softech
Mayor / Maire

@Morgan97   How long you have request to switch you old number here?

 

Part of the process is to receive a text form your old provider and you need to reply within 90 minutes.  Did you complete that step?  If not, the switch won't complete

 

no worry, I will send you a message through Community inbox.  It is a number to call and you can talk to live person to confirm the porting status.  Check your Community inbox on the top right, envelope icon

 

esjliv
Mayor / Maire

@Morgan97  -  oh no, a month! Sounds like the port is stuck.

 

Check your Private inbox messages, I have sent you the Porting Phone number.

 

 

Alternatively, you can Private message the Customer Support here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 

T--T
Good Citizen / Bon Citoyen

Knowledge from PM Mayor

 

---------------------------------------------

@krisromlew 

you can 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 you can try to reset network settings and Changing APN Settings,
for iphone

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

This also resets Wi-Fi networks and passwords,

or visit  Here link, 

 

APN Settings On An IPhone click Here link, 

 

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

   or visit  Here link,

 

APN Settings On Android device click Here link,

 

Ensure you have the correct APN settings by visit Here link,

Select the brand and model of your phone,

 

and 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,to refreshing your network,

*what is meant by rebooting the device turn off and turn it back on.

 

try to check update your device,

 

you can try to test your SIM card in another device to you know the issue from SIM card network or your device issue.

 

 

 

 

darlicious
Mayor / Maire

@Morgan97 

Please ensure you still have active service with your old provider in case they have recently suspended your old services for non payment. Put your old sim card back in your phone to reply YES to the PAT ( porting authorization text) within 90 minutes of receiving it.

 

If you no longer have the sim card you will have to contact your old service providers customer service and verify your account and then verbally authorize the port request.

 

Be sure to have your old providers account # handy when you call the telus porting department to reinitiate your port request. Once you authorize the port either via SMS text or by verbal authorization if necessary then you can reinsert the pm sim card (if needed) and your port should complete within 2 hours. Your old account will be cancelled and you will be sent a final bill.

 

 

 

 

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Meow
Mayor / Maire

@T--T wrote:

Knowledge from PM Mayor

 


PLEASE! Do not copy/paste 'kitchen sink' replies. It is very confusing and people tend not to read the whole thing.

 

TRY to understand issue customer is having and reply using your own words.

T--T
Good Citizen / Bon Citoyen

Mayor is very success and i try to learn and give him the credit. 

 @T--T : Yup. You're absolutely right. But I think we all assumed you got banned a while ago for previous shenanigans. We're also all hoping that the methods of that "Mayor" have maybe changed. I guess we'll see. So tread carefully. You're in dangerous waters.

Anonymous
Not applicable

@Morgan97 

do you get a SMS message from your old carrier asking to confirm if you would like to Transfer your number. Your reply should be: YES.

 

if you stuck with Transferring your old Phone Number, or is not complete processing

Here’s how to contact Customer Support Agent by CS_Agent,

  • you need to send a private message to Customer Support Agent by CS_Agent, by Click Here link

 

  • please include in your message,
  • phone number,
  • which carrier,
  • 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
    • Note: Public Mobile No Support by phone call or Email.. only by CS_Agentprivate message..

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