Phone isn't accepting incoming calls

[mwassink]

I have a phone with Public mobile that isn't accepting incoming calls. I can't seem to get this issue rectified. Anyone else deal with this?

[darlicious]

@mwassink 

I'm happy to hear its been resolved. BTW....if you want address another member just tap the "@" key and a little box will pop up with usernames in it just tap on the name....or keep typing til the name you want pops up. Welcome to public mobile!

[mwassink]

Tried these things. My old company didn't port my number is what I found out. Public issued new one. Thanks!

[mwassink]

My old company didn't port the number so they just issued a new one.

[mwassink]

Found out my old company didn't port the number. all resolved. new number sent. thanks!

[darlicious]

@mwassink 

How long have you had this issue? Are you saying all calls go straight to voicemail? Or are not being recieved at all? Have you recently unsuspended your account?

Usually if all calls go to voicemail and you need your phone working asap you can fix this issue yourself by logging into your account. Go to the plans page. Choose lost/stolen. Suspend your account. Log out. Wait 1 min. Log in. Resume your service. Log out. Reboot. Test.

Only try this if absolutely necessary as it will trigger the glitch causing your rewards to not be applied during renewal. So either way you will have to contact the moderators to reset your account and/or reprovision your sim card or contact them after renewal to get them to apply your rewards manually.

[esjliv]

HI @mwassink 

Check the 4-digits of your SIM match the 4-digits listed on your SELF SERVE account, found here, under "Change Sim Card":

If they MATCH - GREAT! 

Try one or more of the below:

*turn off your phone, leave off for at least 3 minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reboot your phone again

If the 4-digits DO NOT match, then it appears someone has been fraudulent (SIM-jacked) on your account. 

Change passwords and security questions to your SELF SERVE account right away, and check your financials. 

1. Log into your Self-Serve account
2. Go to Plan and Add-Ons > Lost/Stolen Phone
3. Select Suspend Service

Let the moderators know about this as well, submit a ticket here – to be connected to the Fraud Management Moderator team who will be able to restore your original SIM card. 

[Triguy]

Did you recently port your phone number over to PM ?  If you did then you need to contact a moderator by submitting a ticket.

https://www.publicmobile.ca/en/on/get-help/articles/port-fraud-protection

[HALIMACS]

Hi @mwassink 

Do all other calling features work?

How are you sure that incoming calls aren't working if you can't get them?   Presuming you're in the same room as the person calling your number?

Is it possible you have phone turned to silent, and all calls are being directed straight to voicemail, thus the phone isn't ringing or vibrating at all.

I would try rebooting phone, then reset your network settings.

If that still doesn't work, contact Moderators to inquire:

To contact a moderator, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.