Phone calls not working

[Lisaleonard]

Hi 

my account shows as active on my account

my payment cleared today 

but when I try to make a phone call it says that my phone is not active - can you look into this matter ?!

[treefrog]

@Lisaleonard 

Try rebooting your phone. If it still doesn't work check in your settings to see if you have a VoLTE enabled phone. You should find that setting under mobile networks.  

If you do then you're affected by the recent system upgrade that has caused users of VoLTE enabled phones to lose their voice calling functionality. You can download a voip provider app like TextNow or fongo to use in the meantime while you await customer support to open in the morning and respond to your support request.

Follow @Patchio 's instructions on how to contact customer support. If you do not have a VoLTE enabled phone please provide additional details for us to help you with your calling issue.

[Patchio]

@Lisaleonard 

Unfortunately, it sounds like your account is currently experiencing the system wide issue that has been affecting a number of PM users since Wednesday. 

Only the Customer Support Agents (CSA) will be able to resolve this issue for you. 

You will need to contact the CSA’s using one of two methods:

Either through the SIMon chatbot (Preferred method):

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Type “Submit Ticket” > Click “Contact Us” > Click “Other” > Then click on the link “Click here to submit a ticket”

Or via Private Message:

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

With this method, you will need to check your private message inbox (i.e., see the envelope icon at the upper right corner of the Community website).

Be prepared to verify and confirm ownership of the account by answering multiple questions, such as:

• Your first and last name
• Public Mobile Phone Number 
• Pin number