Failure to dial out

[Gustou]

My PM subscription started 2 days ago.  Worked well.  But since this afternoon, I cannot dial out.  It says “call failed”.  How to remedy?

[CSA_PM]

Hi ,

Thank you for the escalation. @Gustou resolved by  Cs_Agent .

[Dunkman]

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@Gustou wrote:

Thanks for the suggestions.  

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@Gustou 

No problem. Unfortunately, the wait times are much longer for CSA response. Softech also tried to escalate your issue with CSA_PM.  

[Gustou]

Thanks for the suggestions.  

[Dunkman]

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@Gustou wrote:

Hi, softech.  Telus porting team said they cannot help me.  So I messaged the link you sent me.  And you replied giving me the same link again.  I clicked.    And the same cycle reruns.  Back to square one.

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@Gustou 

Maybe try a network reset of your phone.  

If that does not work, you will need to contact customer service agent (ie. PM employee for help).  

Send a ticket via the chatbot to customer service agent (CSA) via link:

 https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If that does not work, 

Send a private message to CSA through the following link :

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

[Gustou]

Hi, softech.  Telus porting team said they cannot help me.  So I messaged the link you sent me.  And you replied giving me the same link again.  I clicked.    And the same cycle reruns.  Back to square one.

[softech]

@Gustou the port was not completed.

There is a number to call to talk to live support,  they can re-trigger the process for you.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed

But if you are unable to reach someone from the live support with the phone number I sent you, you can also message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**After opening the ticket, please monitor your community inbox (envelope icon on the top right), the customer support agent will get back to you in sending a message there.

[Gustou]

iPhone 14.  After posting my problem, I put back in my phone my old SIM card from Rogers.  The phone works again though Rogers and I already approved and authorized the number transfer.  Phone works on Rogers SIM, not on General Mobile e-Sim.  But I expect Rogers account to expire soon.

[hairbag1]

@Gustou 

what make / model is the cellphone you're using ? Are you in Manitoba per chance ? Here's some reading about VoLTE with a device checker at the bottom of the page...

https://www.publicmobile.ca/en/get-help/articles/volte

[Gustou]

Mobile plan started 6 days ago. Worked smoothly for 1 day.  Since then, most times failure to call, and failure to receive calls.  Occasional success. This is undependable and unacceptable.  How to amend?

[hairbag1]

@Gustou 

Not sure if this is related to you but...do you happen to be located in Manitoba ? Some areas have refarmed some of the frequencies need for calling and you need VoLTE enabled cell in those areas. (I understand Manitoba is one of the areas affected) Here's something to read about VoLTE with a device checker at the bottom of page...

https://www.publicmobile.ca/en/get-help/articles/volte

added more info...https://www.publicmobile.ca/en/get-help/articles/3g-shutdown

If you're not in Manitoba; just ignore my suggestion.