Help!! I can't receive or make calls

[Barbiewhite]

Please help!! I haven't been able to make any calls or receive any calls since last night.  I can only text or receive texts from a couple of my contacts. When I try to call somewhere it say's 
"Sorry we can't complete your call, please call us at 611 for assistance" but I did all that and nothing has worked. anyone know what the issue is??  Thanks

[computergeek541]

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@CanadianStoner wrote:

Not sure if you've already done this, but I had some calling issues as well before setting up APN settings for PM.

After setting that up I've had next to no issues! 

Happy Holidays 🙂

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Please note that APN settings aren't related to phone calls. 

[CanadianStoner]

Not sure if you've already done this, but I had some calling issues as well before setting up APN settings for PM.

After setting that up I've had next to no issues! 

Happy Holidays 🙂

[HALIMACS]

Yes @Anonymous , this should never happen, but we're all human and we all make mistakes.  At a bare minimum, the Moderator group and/or PM staff should make an extra effort to assist this OP whose issue has been ongoing since Wednesday.

As @computergeek541 states, there should be strict safeguards in place to completely prevent this from happening, if not to newer members, then at least PM employees.

Come on Public Mobile - how are we supposed to feel comfortable and secure referring family & friends when this kinda stuff may be happening!!!

I'd like to see a response from Public Mobile on this.

[Anonymous]

But what's the point of tagging and flagging if it goes ignored for long periods of time? Then finally someone does something about it...not the perpetrator. I can understand new customers doing this (all the time) but there's no excuse for mods. They're the only ones that can see inside personal information (only the email and number and payment card information need to be real) so they have to be extra careful. Alas.

[computergeek541]

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@HALIMACS wrote:

Thank you for addressing this, @computergeek541 

I hope there is a feedback loop type of mechanism to Moderator and PM support staff towards addressing this kind of oversight.  Surely just human error - yet still must be prevented.

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It was just a mistake, but I agree, it shouldn't happen. Public Mobile needs to be encouraged to put safeguards in place.

[HALIMACS]

Thank you for addressing this, @computergeek541 

I hope there is a feedback loop type of mechanism to Moderator and PM support staff towards addressing this kind of oversight.  Surely just human error - yet still must be prevented.

[JoyLuck]

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@CS_Agent wrote:

Hello xxxxI hope you're doing well.

I'm following up on your case to let you know that I was checking up on the ticket we submitted on your behalf to our technical support team and their notes show that they tried to contact you a few times at the contact number xxxxxxxx but got a busy signal.

Is this the best number to contact you or would you prefer to be contacted at a different number.

Kind regards, Lexie

Public Mobile Moderator.

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Remove name and personal number in post.

Oracle or Mod online: @mimmo @Christian_P @Jose_F @Monica_M @Oana_S @RazM 

[Triguy]

@CS_Agent  need to remove personal phone#.

[BeachNBeer]

@CS_Agentare you a trainee Lexie?

[Anonymous]

Oh dear. @CS_Agent !!

and flagged

Yo @mimmo ...are Oracles able to edit MOD posts?

[HALIMACS]

Whoa, Lexie at  @CS_Agent, please remove this and make this a private message to the OP.   Personal information is on this public post.

Also, tagging @computergeek541 @Luddite so hopefully can strike-through phone number and OP name.

(FYI, I also "reported inappropriate content" on Moderator post to hopefully get prompt action to remove public post)

Thanks

[Barbiewhite]

I am still not able to make any calls since Dec 1st.  My 5th day without phone service. 

Tec support are working on it and I hope they get it fixed soon. 

I will let you know if and when its fixed. 

I have another SIM card ordered just in case they can't get it to work..

[HALIMACS]

One last thing, @Barbiewhite , does the payment history, under your self serve account, display this (below) following the most recent payment?

1GB at 3G Speed/ 1Go à la vitesse 3G $15.00

30-day plan/Forfait de 30 jours $10.00

[JK8]

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@Barbiewhite wrote:

yes payment was taken out, and I called and my don't owe anything. I thought this may be a common issue and was gonna look elsewhere for service even though I didn't want to cuz this is so much cheaper.. I really hope this gets fixed.  Wondering if maybe I should just order a new SIM card?? and see if that helps.. 

I will let everyone know if I get any help to fix this.. thank you all for trying to help. 

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No, don’t order a sim card. The moderators will fix this for you. Keep an eye on the envelope icon top right for a reply from the moderators.

[Barbiewhite]

yes payment was taken out, and I called and my don't owe anything. I thought this may be a common issue and was gonna look elsewhere for service even though I didn't want to cuz this is so much cheaper.. I really hope this gets fixed.  Wondering if maybe I should just order a new SIM card?? and see if that helps.. 

I will let everyone know if I get any help to fix this.. thank you all for trying to help. 

[JK8]

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@Barbiewhite wrote:

Thanks everyone for trying to help me. I will let you know if the moderators helps fix this... 

Just wondering.. is this a common problem with Public Mobile?? 

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Probably an autopay failure. It is best that a couple of days before renewal you add money to Available Funds to cover the cost of your plan. The renewal will take money from Available Funds and you leave your credit card on file for the $2 reward.

[HALIMACS]

@Barbiewhite sure sounds to me that there may have been a problem with your renewal if it only started yesterday around the time of renewal.

Under your payment history, does it display the amount being charged to your credit card and then the plan amount being billed out?

If payment and charge entries look the same on this renewal as it has all other renewals, then I'm stumped and the moderator may be your only option.

No... this is not a common issue from my perspective... please share results. 

Good luck!!!

[Barbiewhite]

Thanks everyone for trying to help me. I will let you know if the moderators helps fix this... 

Just wondering.. is this a common problem with Public Mobile?? 

[Barbiewhite]

most of the ones I texted was imessage but they still didn't get my text .. only 2 people got them..

[JK8 · Accepted solution]

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@Barbiewhite wrote:

Did what you told me.. still not working. 

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Contact a moderator. Second option below is easier.

• 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 the Moderator Team. Click here to get started.

• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[Barbiewhite]

Did what you told me.. still not working. 

[HALIMACS]

@Barbiewhite I'm just curious, the couple of people that you're only able to message, is the message being sent as an SMS message or an iMessage?

[Barbiewhite]

Ok.. I will try that. 

[HALIMACS]

I think @Barbiewhite meant earlier by airplane mode disabled, meaning it wasn't on.   

[Barbiewhite]

Public mobile display is on top of my screen the whole time. I can use my data. I can text a couple people on my contacts but not others.. 

[JK8]

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@Barbiewhite wrote:

Slide what button?

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Airplane mode button. Located in settings.

Put on airplane mode for a minute. Take off. Reboot.

[Barbiewhite]

Slide what button?

[HALIMACS]

Is everything working now? Does the public mobile network display on the top of your phone?

[Barbiewhite]

Thanks..

[JK8]

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@Barbiewhite wrote:

Airplane mode is disabled. I am using an iphone. 

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I have an iPhone too. Can you not slide the button to the right to turn on?