Number states not in service but business states number working

[Indigo77]

Hi there, I am trying to get a hold of a business in Ontario by the 1 877 number posted on their website. When I call that number (I'm in BC) an automated voice tells me the number is not in service. I had a friend (in ONT) call that number and she can get through. I have had 6 other people in BC call that number with the same message that the number is not in service. It is a large business with a good reputation and I have been with them for years. The business is trying to say that my phone carrier may be the problem. My friends are on other carriers, Bell, Rogers etc. I just want to figure out how I can confirm that PM is not the problem so I can take this issue further. I appreciate any help you can give,

Thank you!

[Indigo77]

Thank you for that. Yak wouldn't listen to me so I'm hoping they'll listen to someone bigger. I will bring it forward that the toll free provider should be made aware and investigate.

[dust2dust]

Yak belongs to Distributel (that belongs to Bell). So does Primus. I went to the Distributel site and found the number by clicking on Contact Us.

https://www.distributel.ca/

I think this topic has wandered off to a problem with a whole other company and not a problem here as you found that other people also can't call the number. I don't think the BBB or the CRTC will fix this. This is Yak/Distributel. They need to talk to their toll free provider.

[Indigo77]

Hi, thanks for that info. Where did you find the "parent" number? I called a different 1 877 (1 877 301 4077 ) number to make a complaint in April, and was able to get through on that number. Very weird. Spoke to Yak tech support but they obviously didn't understand the problem. I have to go through a different channel to see if I can get through to them about the problem. I'm hoping the BBB will be more helpful. If not, then I will try the CRTC. I will also try this number you gave and see where it goes. Thanks again!

[dust2dust]

Maybe try the standard number for the "parent" at 647-367-1764 and see if they can get you to the right place and also to tell them that they've geo-restricted their toll free number. Maybe they don't know. If Yak does business in BC then I can't call their number either so they have a problem.

[Indigo77]

I worked on the suggestions by PM tech support. Other cell phone providers don't seem to work either so very good chance not a local issue. I have continued my complaint with BBB and I'll see where it goes! Thanks all!

[dust2dust]

@hTideGnow- Not me in BC and also not TextNow with a BC number.

[hTideGnow]

hi @hycm53 

thanks for testing.  .  Yak only provides service  in Alberta, British Columbia, Ontario and Quebec., maybe that's why it does not work on Maritime provinces

[hycm53]

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@hTideGnow wrote:

HI @Indigo77   your last messsage was gone

but is that the number?

1-877-925-4925

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I tried this number, get same message as OP. I'm in NS. So I think it's accessible by province only

[hTideGnow]

HI @Indigo77 

the number should work in BC, too.  Yak provide service  in Alberta, British Columbia, Ontario and Quebec.

let us know what you find out in the end

[Indigo77]

I apologize for not being clear. A possible outage in their area in Ottawa. I have had 6 family and friends within BC with different phone carriers call the number and they also receive the same message of the number not in service. I have a friend in Ontario who called and was able to get through. I believe that there is a possible provincial restriction that they maybe don't realize is in effect. I have a ticket in with support and I am working through their suggestions. Once it has been determined with no doubt that PM is not the issue, I will be furthering my complaint with the BBB and Yak. I really appreciate everyone's time, help, and advice with this. 

[hTideGnow]

HI @Indigo77 

what outage you referring? outage on that side or PM?

can another in BC using another cell provider call?

if only PM cannot call, please submit a ticket with support

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

[Indigo77]

I checked it, they have PO Box address on their website. It's possible? But this has been an outage since April?

[hTideGnow]

HI @Indigo77  somehow it got removed by spam filter

The number works for me but i am not in BC.  Maybe @dust2dust  can help?

[Indigo77]

Not sure why the message is gone but yes, that is the number.

[hTideGnow]

HI @Indigo77   your last messsage was gone

but is that the number?

1-877-925-4925

[hTideGnow]

hi @Indigo77   so that was a number working before?

what number is that.. can we test?

and for the outage, just that number not working? or all outgoing calls not working?

[BKNS27]

@Indigo77 

Maybe check outages of the company.

If it is in Canada, check outage map:

https://istheservicedowncanada.com/status/telus/map 

[Indigo77]

Thank you for that, I checked and there seems to be no outages in my area

[hairbag1]

@Indigo77 

would you be willing to share that company name and location with us ?

[Indigo77]

Thank you for your advice, I have now reset my network settings and restarted my phone to no avail. I will see what customer support can do. Thanks again!

[hycm53]

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@Indigo77 wrote:

Hi there, I am trying to get a hold of a business in Ontario by the 1 877 number posted on their website. When I call that number (I'm in BC) an automated voice tells me the number is not in service. I had a friend (in ONT) call that number and she can get through. I have had 6 other people in BC call that number with the same message that the number is not in service. It is a large business with a good reputation and I have been with them for years. The business is trying to say that my phone carrier may be the problem. My friends are on other carriers, Bell, Rogers etc. I just want to figure out how I can confirm that PM is not the problem so I can take this issue further. I appreciate any help you can give,

Thank you!

---

Check the status of service outages, may be network is down:

https://www.telus.com/en/bc/outages

[hTideGnow]

HI @Indigo77   you sure that is a Canada wide free 1-877 number?

1-877 can be free and accessible by province only.  

if so many BC phones cannot call it, likely it is a number not free and not accessible by BC 

And what number is that?

[dust2dust]

Toll free numbers can be geographically restricted. Why a business would do that other than maybe saving a couple pennies I don't know.

What is the market reach of the business? How far do they "serve"?

Adding - does the business have a regular number? You likely have unlimited Canada-wide so a regular number wouldn't matter. Even with the $15 plan you can buy the 500 minute add-on.

[esjliv · Accepted solution]

@Indigo77 - yeah this happened to other public mobile customers I recalled in the past.

Try restarting your phone, and perform a reset of the network settings.

If still issues, go to the bottom of the Community page to submit a ticket with Customer Support using the SIMon Chatbot option and see if they can see something they can do.