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RE: Call forwarding

sergetrottier
Great Neighbour / Super Voisin

Hi,

 

Call forwarding has been working on my phone for 2 years with no issues and on March 17 i noticed that it is no longe active - when i try to activate from my phones settings it gives me an unexpected network error message and if i try to do it by using the dial codes provided by public mobile i get a invalid MMI code error. Everything else works fine on the phones internet, text calling etc. I also verified the APN settings - they are correct according to the public mobile info.

 

Thanks

8 REPLIES 8

John_Hey
Good Citizen / Bon Citoyen

I have exact same issue, contacted CS, they said it is known issue and they are working on it. it has been 7 days since since I reported the issue still no fix

 

Nezgar
Mayor / Maire

@sergetrottier wrote:

Call forwarding has been working on my phone for 2 years with no issues and on March 17 i noticed that it is no longer active - when i try to activate from my phones settings it gives me an unexpected network error message and if i try to do it by using the dial codes provided by public mobile i get a invalid MMI code error. Everything else works fine on the phones internet, text calling etc. I also verified the APN settings - they are correct according to the public mobile info.


On Feb 22 Public Mobile has started enabling VoLTE service for some customers, and they indicate this will continue until everyone is eventually done in the coming months. I would presume that the provisioning of VoLTE on your account is what affected call forwarding, as @softech mentioned earlier: https://productioncommunity.publicmobile.ca/t5/Get-Support/Conditional-Forwarding-with-VoLTE/td-p/96...

 

Alternatively to setting the forwarding in the phone app menus, you can try setting them by dialling the codes:

*21*3063370005# - Unconditional ("all") calls, undo with ##21#

That one still works for me after VoLTE enablement, but not the following three:

 

*61*3063370005# - Unanswered, undo with ##61#

*62*3063370005# - No Reply / offline / out of coverage area, undo with ##62#

*67*3063370005# - Busy / Declined, undo with ##67#

 

When VoLTE was enabled on my account, I found that I was still able to set and clear unconditional call forwarding (for "all" calls), but was unable to set the conditional forwards (no answer, no reply, busy). I have an open ticket with CS agents regarding this and was curious if others with VoLTE could reproduce this.

 

So I guess first thing to check is if VoLTE was in fact enabled for your account, and if your phone is actually functioning with VoLTE. The quickest way to check this is to make a call and watch the network connection at the top of the screen to see if it switches from LTE to something else like 3G or H+ for the duration of the call. If it stays on LTE for the duration of the call, then your call is using VoLTE. If you have an android phone you can go in the the network settings and look for the "IMS Connected" status.

Williamlu1166
Good Citizen / Bon Citoyen

@dust2dust Thanks

dust2dust
Mayor / Maire

There was another customer also talking about this but their thread seems to not be able to be added to.

The support agent said no the call forwarding dropping to voicemail takes minutes. Yet another wrong agent. How is it possible to respect agents when so many of them get things completely wrong. So I hope you have better luck with whatever agent.

@Williamlu1166.

sergetrottier
Great Neighbour / Super Voisin

Thanks for the info - ill do that and let you know


@softech wrote:

@sergetrottier it could be an issue caused by VoLTE enablement on your account.  But PM can fix it.  Please open a ticket with PM support using Chatbot

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

 


@sergetrottier 

I'd love to hear what came of  this (ie contacting the CSA). 

 

It has been my understanding from the other thread that some call forwarding options, to a number other than voicemail, might encounter problems due to some VoLTE roll-out related hick-up.

While I'm not desperate to get YouMail going (again, after a hiatus) it would be great to know if CSAs are able to manually fix it or if we just need to wait until the roll-out is complete and the tech team has a universal solution in place.

softech
Oracle
Oracle

@sergetrottier 

 

@Nezgar has the same issue with Conditional forwarding after VoLTE enabled on the account 

 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Conditional-Forwarding-with-VoLTE/td-p/96...

softech
Oracle
Oracle

@sergetrottier it could be an issue caused by VoLTE enablement on your account.  But PM can fix it.  Please open a ticket with PM support using Chatbot

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

 

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