Cannot receive incoming calls

[Miuping]

I cannot receive incoming calls.  Local callers would hear an automatic message saying that “your call cannot be completed because your plan does not include an US roaming add-on.”  This doesn’t make any sense because I am not or the callers are not in the States.  Please assist.

[Miuping]

Oh thank you!  I found the envelope and the messages in it. 

[Phil_Adelphus]

@Miuping   Have you checked the envelope icon top right of your community page, or if there isn't one then tapped on your avatar to see if there is a reply in Messages there?  

[Miuping]

Hello, I am still waiting for assistance from a CS Agent.

[CS_Agent]

Hello there, and thanks for visiting our community forum.

The community is a great way of searching for answers and help from our customers, however if you still need assistance, and you have reached out through a private message, we kindly ask to keep an eye on your community inbox.

Our customer support team will get in touch as soon as possible.
 

Public Mobile Team.
 

[Phil_Adelphus]

@Miuping   I would not resume activation.   Best thing to do is send a private message to a customer service agent.  Use this link, explain your problem/s and then wait for a reply at your community inbox, either the envelope icon top right or tap/click on your avatar and select Messages from the drop down.  Here's the link

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

[Miuping]

I can’t find the tabs you mentioned.  Right after I logged in, I see the selection “Resume Activation”.  Can I choose that and follow the steps?  I guess my account is deactivated?

[Phil_Adelphus]

@Miuping   Are you able to log in to your account?  If so, here is the process:

1. Log in to the Public Mobile app or My Account
2. Go to the ‘Payments’ tab
3. Select ‘Manage Subscription’
4. Select ‘Manage Card Information’
5. Input your payment details
6. Select ‘Save Payment Information’

If you are not able to log in to your account please post back here so we can advise.

[Miuping]

Thanks for the suggestion!  Apparently my partner didn’t update the credit card number on the account upon receiving the new card.  How can we update the automatic payment info?  

[MartinX]

Yes.

I appreciate your attempt to help but you can't help any more.

Please stop replying to me as I keep getting flooded with notifications in my email and on this site about your responses and my f*n rank and f*n status in this f*n gamified support system that makes me want to f*n choke whoever thought this was a good f*n idea.

I can't wait to port my a** out of here.

[Phil_Adelphus]

@MartinX   When you ported your number did you leave the previous provider's sim in the phone to receive their text asking permission to port, to which you replied YES within 90 minutes?

[MartinX]

I ported my number 2 weeks ago

[Phil_Adelphus]

@MartinX  Depending how you have your community settings you should receive an email notification when you get a reply to a private message.  So you haven't actually tried to port your number yet, just activated a new PM number?

[MartinX]

Can I exit this community page and receive notifications from the Public app if CS ever replies.

I mean, in theory can I? I don't really trust that anything works as it should and I'm afraid to port my number to another provider while my service problem persists!

[MartinX]

Yes I did.

I was able to click the link that appeared in my own message and create a PM to CS. Now I'm waiting.

Thanks for your help.

[Phil_Adelphus]

@MartinX  to private message a customer service agent use this link

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

Don't change anything in the To row.  Watch your community inbox for a reply.  If you see an envelope icon top right you'll see an indicator there, if there is no envelope (depends on device) then click/tap your avatar and there will be a drop down for you to select "Messages".

Are you a new customer that ported in a previous phone number?

[MartinX]

I'm having a similar problem with select contacts. I can call/text some but others can't reach me or I can't reach them.

I don't see any way to PM @CS_Agent as the troubleshoot steps told me to do.

I need a live agent to help me please!

[HALIMACS]

@Miuping 

Have you recently ported to this service from another and if so did you reply yes to the port authorization request within 90 minutes of receiving that text, while you're old provider SIM card was in your device?

Can you try your Public Mobile SIM card in another device?

If you're a longer time customer here, try rebooting your device and resetting network connections.

You can also manually select Public Mobile as your provider in your network settings to ensure (for whatever reason) your device is not picking up some US Towers if you happen to be anywhere near a US border.

[Phil_Adelphus]

@Miuping   If you are a long time PM customer have you checked that your latest payment went through?  If you recently switched to PM how long ago was it?  Is this happening with calls from several different callers?