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Incoming Calls Go Directly to Voicemail; No Automated SMS

jeffmccrea
Great Neighbour / Super Voisin

I have been with Public Mobile since mid-December 2021. Have not received any incoming calls. Automated SMS also does not work. Have rebooted the phone, shut the phone off, removed the SIM, re-installed the SIM, toggled Airplane mode on and off. No numbers are blocked, DND is not on...

Phone is a HUAWEI P30Pro which I have had for two years...

5 REPLIES 5

softech
Mayor / Maire

@jeffmccrea   were you request porting your old number from another provider?

 

If so, can you put your old SIM from your previous provider  back into a phone and see if the old SIM still working and can receive call on your old SIM?

BeachNBeer
Deputy Mayor / Adjoint au Maire

@jeffmccrea  When you switched over to Public Mobile in December. Did you bring your number from another company or selected a new one?

 

Sounds like you brought one over and the port is stuck. When you transfer your number you have to leave old sim in your phone and old provider needs to be active. They send you a text to verify that it is your porting the number over and you have to reply yes to the text. 

 

In any event you will have to contact support for assistance.

 

Contact customer service agents. 

 

Open a ticket via: 

 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time) 

 

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗" 

 

or send a private message to: 

 

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

 

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

@jeffmccrea   if this is indeed a stuck port (porting request didn't complete), you might not need to open ticket with PM

 

Depends on the stage of the porting,you might either just need to call the porting support to reinitiate the port , or if it has been over a month since you joined, you might just need to request Change number at My Account.

 

Let us know if you did request porting and if your old SIM still receive calls and we can advise accordingly

 

Anonymous
Not applicable

@jeffmccrea 

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 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,

 

if your data not working well do some troubleshoot

Spoiler
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,

if you getting new number or you Transfer your old number to public mobile, if so

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)

esjliv
Mayor / Maire

@jeffmccrea wrote:

I have been with Public Mobile since mid-December 2021. Have not received any incoming calls. Automated SMS also does not work. Have rebooted the phone, shut the phone off, removed the SIM, re-installed the SIM, toggled Airplane mode on and off. No numbers are blocked, DND is not on...

Phone is a HUAWEI P30Pro which I have had for two years...


@jeffmccrea  - mid-December, wow, i hope you were not in desperate need of your service on your phone. Sorry to hear this has been going on.

 

If this is not a porting issue, can you try and rule out a phone problem, but trying your SIM card into another compatible phone to see what services work?

 

If they work in another phone, than try it back in your P30Pro and perform a reset of the device's network settings.

How to reset network settings
  1. From the home screen, tap Settings.
  2. Tap Wireless & networks.
  3. Tap Mobile network.
  4. Tap Access Point Names.
  5. Tap the options symbol.
  6. Tap Reset to default. The network settings have been reset.

 

If the SIM does not work in another phone, contact Customer Support (CSA) to get this straightened out.

CSA = https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent