Not able to make or receive a phone call?

[Lachlan_M]

1. 1. If you're not able to receive phone calls, check the following:
      1. Is your phone turned on? Ensure that the phone is on and ready to answer. We recommend you call your mobile number from another phone if one is available.
      2. Ensure you are within a Public Mobile coverage area. Please see our coverage maps for details.
      3. Ensure your account is in good standing. If you service has been suspended due to a missed payment when you place a call you will hear a recording that says “Sorry your telephone service is suspended.”
      4. Is the ringer on the phone loud enough to be heard? Check that the phone is not set to vibrate or low ring volume.
      5. Check that the phone is not set to Call Forward. Call Forward can be turned off by accessing call settings.
      6. Check to make sure the phone is not set to ‘auto answer’ (refer to user guide for details).
      7. Is the problem happening only when using a headset? If so, try without the headset.
   2. If you're unable to make outbound phone calls
      1. Ensure that you are subscribed to calling services and that you are dialing 10 digits (area code plus 7 digit number) when placing calls.
      2. Ensure you are within a Public Mobile coverage area.
      3. Ensure your account is in good standing. If you service has been suspended due to a missed payment when you place a call you will hear a recording that says “Sorry your telephone service is suspended.”
      4. If the call you are making is Canadian/US long distance, ensure that you have subscribed to long distance services and dial 1 plus the 10 digital number.
      5. If the issue is with calling an International number, then please ensure that you have Overseas Long Distance minutes remaining on your subscription and refer to the list of countries to which Overseas Long Distance calling is supported.
      6. Check if there is a problem with the number being dialled. Try dialling the same number from another mobile or landline phone.

[Rockdaddy22]

I'll just leave this here.

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder...

[Shazia_K]

Hello @zhuchangjun1, 

I'm sorry to hear about this! 

please send us a private message with your Public Mobile SIM card number so that we can help you! 

Thanks,

Shazia

[zhuchangjun1]

How can I get support?  How can I make my phone working? 

I never see sooo BAD service!

Phone doesn't work no support!!!

[zhuchangjun1]

My phone can not make a call or receive a call.

When make call, it said : Talk is not in your plan. 

However, from My Account, it is showing Talk is in the plan and Actually PAID.

[Shazia_K]

Hello @mahontario, 

I'm sorry to hear about this, 

Can you please send me a private message with your Public Mobile phone number? 

I will be glad to look into this for you.

Thanks @Rockdaddy22 😄

Shazia 

[Rockdaddy22]

@Shazia_K maybe you could take a look at this.

[mahontario]

Hello,

The below was the start message from Public mobile:

Your account has been suspended. Make a payment to reactivate your current plan.

Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service.

So I made the payment and the account is not reactivated and it's been several days since the payment was taken.

I have gone into Koodoo and they provided another automated number and could do nothing because I do not have the number.

So can you please refund my credit card.

Thanks

[mahontario]

Hello,

The below was the start message from Public mobile:

Your account has been suspended. Make a payment to reactivate your current plan.

Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service.

So I made the payment and the account is not reactivated and it's been several days since the payment was taken.

I have gone into Koodoo and they provided another automated number and could do nothing because I do not have the number.

So can you please refund my credit card.

Thanks

[Phee]

Someone called him and walked him through resetting his phone. 

Thanks!

[Shazia_K]

Hello @Phee, 

I'm sorry to hear about this,

Can you please ask your dad to reboot his phone? everything should be working fine. 

Please let us know how it goes. 

Thanks,

Shazia

[youbme]

FYI, to edit your post for removing personal info, you can click on the three dots at the top right side of your original post and select 'edit post'.

[youbme]

Hello Pheonia,
This is a public forum, so is recommend that you remove your phone number and account number from your post to avoid any potential issues.
Regarding your issue, it sounds like the port was not completed. You will likely need the help of one of the community moderators to see what's happening with your account. Someone will be online after 9am, so @Shazia_K or one of the other moderators should address your issues sometime today (wait time usually isn't too bad depending on the queue).

[Phee]

Hi, my dad's phone (which we ported from his telus account on Tuesday) was working fine until Friday. He is able to receive incoming calls, email (even when not on wifi), but is unable to dial out. within a second the call just ends. 

We tried the SIM on another phone and the same thing happens. Calls out. Goes beep beep. Then ends. 

Please help.

Thanks!

Pheonia

[Rockdaddy22]

@jaswest2754 a lot faster lol

[Mary_M]

We found the issue - we're looking into fixing it at the moment 🙂

@Mikevk, please view your private messages - you'll need to reactivate the account with your old service provider (unless you prefer a new phone number with us!)

Mary

[jaswest2754]

@Rockdaddy22 I guess I just typed a bit faster 😛

[Rockdaddy22]

Perfect, should be a quick fix.

[Mikevk]

Thanks all! Private message sent.

[Rockdaddy22]

Send a message to Mary

[Mikevk]

Okay thanks@rockdaddy22!

[Rockdaddy22]

Mary beat me to it. Thanks Mary 🙂

[Rockdaddy22]

Ok, sounds like you have a failed port. I'd send a private message to a moderator and include
Sim number
Account number with previous provider
Phone number you want to transfer over

[Mary_M]

Hey @Mikevk,

Thank you for reaching out to us!

Let's get this fixed for you, can you please send me your phone number via private message? 🙂

Mary

[jaswest2754]

Sounds like your port didn't complete for some reason. So your number is on limbo do you have service with old carrier? It can be a number or reasons #1 being typos. Wait for a mod to reply and she will fix ya up.

[Mikevk]

I transfered my prior number*

[Mikevk]

I did transfer my new number, and when I call outbound people see the correct number. When people attempt to call me it says my number is out of service.

[Rockdaddy22]

So you're a new customer. Did you try and transfer your old number?

[Mikevk]

@Rockdaddy22 I'm not entirely sure what a port is. I have a new iPhone 7 plus, and I have public mobile showing as my carrier and my account was activated. I can make outbound calls, but no incaiming.

[Mikevk]

I'm not entirely sure what a port is. I have a new iPhone 7 plus, and I have public mobile showing as my carrier and my account was activated. I can make outbound calls, but no incaiming.

[Rockdaddy22]

Did you just attempt a port or anything?