New to Public Mobile but cannot receive calls or text messages...please help!!!

[Sigma959]

Hey everyone.
I'm unable to receive calls or text messages. However, I can place calls and send text messages and can confirm their receipt. My number was successfully ported but remained active on my previous provider. I have recently got that previous provider to deactivate my account but I'm still having issues with my Public Mobile account. What should I do? I have restarted my phone several times with no luck. Thanks Kevin

[srlawren]

@jyotsananorth did you complete both steps of the 2-step purchase process?  Check if you have $30 of "available funds" amount showing on the overview page in self-serve.  If you do, then you need to go back in and do the purchase process again to use those funds and add the add-on.

If you did do both steps, have you rebooted?

[jyotsananorth]

Hi there 

I paid for 1gb add on my plan

 However its not working.

[CS_Agent]

@windflare,

Please check your mailbox, I just replied to your private message. Thank you!

[windflare]

@Aïssata_B

I'm attempting to reply to your PM, but it seems that you have PMs disabled and I cannot send you a message. This would probably be helpful in this thread too. 😃

Thanks!

[Aïssata_B]

Hello Bin,

Thank you for reaching out to us 🙂 . In order to assist you, could you please provide us in private message with your account information (SIM card number, phone number)? 

Note this is a public post, please do not publish your personal information. 

Awaiting your response, have a good day!

Aïssata_B

[computergeek541]

@bin

You shouldn't post that infromation here.  You just posted your phone number and some of  your account information for anyone in the world who wants to see it.  You can edit your messages so that information is no longer viewable.

[bin]

hi i just turn from fido to public mobile,i can call out,but i can't receive any calls.my
SIM card number is xxxxx
phone number is xxxxx

[Surreyboy]

Thanks Luddite. FIDO sim still works so a port-in stuck issue. I have sent a private message to Mary_M

@Mary_M

[newguy]

I have the same concern. Can make calls/texts and data works but cannot receive calls/texts unless they are iMessage. Would appreciate a response from a mod. Also cannot login into my account.

[Luddite]

That is normal behaviour until the port-in completes.

Suggest you wait another 2 hours in case the port-in completes. If your Fido SIM still works then, your port-in is stuck. Follow the procedure outlined here: Contact moderator

[Surreyboy]

Hi there I have run into same issue. Can't receive calls can't receive text messages and all calls go straight to fido voicemail mail. It's been 4 hours since I started the whole process. I have tried powering down phone removed SIM for 2 minutes and then reinserted the sim but no change

[Kalla_A]

Hello @Sigma959,

Now that your Fido account has been reactivated, I will be able to resubmit a new request. Could you send me your Fido account number by private message? Please double check it, as the first request failed due to incorrect information. 

When a port request is submitted, and not successful, the customer will usually find himself/herself stuck with a mixed service: all outgoing calls/texts can be done through the new provider's SIM, but all incoming calls/texts can only be received on the old provider's SIM. The fact that your Fido account was still active, shows that the port wasn't completed: when the port is completed, your account will the old provider will be automatically closed.

Cheers,

Kalla

[Sigma959]

Fair enough @Luddite. I'll wait for assistance. Thanks everyone!

[Luddite]

With your Fido account active again you should be able to receive calls with the Fido sim installed.

If that is not an option and you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

You may be able to try porting again from your self serve account, but I'd be inclined to wait until a modderator can assist you tomorrow.

[Sigma959]

Thanks for the response @srlawren. It's very frustrating. Fido has just confirmed that my account was reactivated.

[srlawren]

Hi @Sigma959.  This is frustrating, indeed.  You can make/send calls and texts because that portion doesn't depend on the porting, only you inbound calls and texts.  It does sound like, despite the text you got that the port was completed, that it wasn't properly completed.  

@Kalla_A or @Mary_M or @Shazia_K can you please step back in to assist @Sigma959?

[Sigma959]

I just spoke with Fido. They are saying that I need a new Sim to reactivate my account. I really do not understand this. How am I able to make calls and send messages if my number isn't ported already? Why can I not receive calls and messages? Is there a technical support specialist available to shed some light?

[Sigma959]

@Luddite

I don't quite follow. I ported my number to Public Mobile on Saturday. I got a confirmation saying that the port was successful. I was able to use my new Sim normally.

[Luddite]

@Sigma959 Sorry you've run into a probelem, but you are well on your way to getting this resolved.

However, as you have discovered, others need to know that they should NEVER cancel their old account until the port is complete. That way they can always continue using their old carrier if there is a delay.

Hang in there.

[Kalla_A]

Hello @Sigma959,

Welcome to Public Mobile!

If you ported your number, and are unable to receive incoming calls and texts, this means your port wasn't successful. Please contact your old provider, and ask them to reactivate your account. We will not be able to complete the port otherwise. 

Once your account is reactivated, please send me the correct account address. Ports usually fail due to incorrect information. You can send me the information by private message, and I will resubmit your port. 

We will get this sorted out 🙂

Cheers,

Kalla