Not receiving calls?

[DonnaD16]

I've been with Public Mobile 4 or 5 years now after moving from Koodo.  I've had a few issues but they were always resolved usually by myself.  First issue was that calls were constantly being dropped.  I changed phones and Admin (or the Tech people here) did a "re-set" and that was resolved too.  My newest issue is not receiving calls.  Yesterday a closed friend passed away.  My daughter who lives 3 hrs away called me 6x and I never received a call.  It didn't even go to voicemail.  We ended up connecting when she sent me a message through Whatsapp.   Later on in the day, she did call me and we spoke for a good hr.  After that, I received another call and things seemed fine.  My daughter sent me a screenshot of her phone with the 6 attempts at calling my number.  When I checked my call log, her attempts were not recorded, no missed calls and no voicemail.  Once again, I'm debating if this is a phone issue or if I should be going back to Koodo once and for all.  Any suggestions would be appreciated.

[DonnaD16]

Thank you for your comments and advice. I realize koodo is also Telus but one step above Publuc Mobile.  For an extra $1-2 per month, I feels it's a better fit for me. I had Koodo in the past with no issues and only switched to Public for the price.  Since they took away the rewards program it just takes too long to get any sort of credit.  Hopefully I won't have issues with Koodo.

[Phil_Adelphus]

@DonnaD16   I can understand your preferring a carrier with phone support, in which case Public Mobile is not for you, but Koodo is on the same Telus network as Public Mobile.  Hopefully it works better for you regardless but if you still wanted to try and sort this out with Public Mobile customer service the way to contact them is to open a ticket at the chat icon bottom right of this page or, if that doesn't work, send customer support a private message using this link.  I don't know if you've already been in contact with them but usually they reply fairly quickly.  Those responding in this forum are only other customers trying to help.

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

[DonnaD16]

As I did not receive an explanation of why this happened and I cannot take the chance of it happening again, I've decided to switch my account back to Koodo.  Being not too tech savvy and living alone, my phone is too important to me to wait for a solution through a chat program.

[DonnaD16]

Didn't find a reason that this happened in the first place and can't take the chance of it happening again.  Not having any kind of support other than 

[Phil_Adelphus]

@DonnaD16   I don't know, unless someone else has an idea I would contact customer service and have them look at it.  I wondered if you had an iPhone with Live Voicemail but I just checked mine and the behaviour doesn't seem to match your experience.  It might be helpful to know what happened at your daughter's end.

[DonnaD16]

Also, why would it not show in my call log with her number calling me and no "missed calls"?

[DonnaD16]

Yes it ends in 4001 but I called my voicemail and there are no messages.

[Phil_Adelphus]

@DonnaD16   What is the unknown number?  Does it end in 4001?  If so that is voicemail.

[DonnaD16]

She didn't say what it actually did.  I know my daughter and if she got my voicemail she would have left a message.  I checked my call history and there is an unknown number indicated as "outgoing call" for all the times she said SHE called me.  It's really unnerving to not have a reliable phone and plan.

[Phil_Adelphus]

@DonnaD16   What did she see when she called, was there any ringing tone or beeping, did she get any kind of message, was she able to call anyone else?  This happened to a family member not long ago but they are not on a Telus group carrier.