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SMS stopped working on a long time device

jp_pm_help
Good Citizen / Bon Citoyen

Hi all, I hope someone can help me.

 

I have been with PM for several years now and haven't really changed much in my account since joining. But recently I noticed that I cannot receive or send SMS. I usually don't use SMS much so I didn't notice that the last time I successfully received one (as per my usage history) was back in late Dec, 2021 (I mostly use whatsapp or line).

 

I have tried everything that has been posted here before about fixing SMS including checking APN settings, switching between LTE and 3G, checking the correct network settings, etc. None of these worked.

 

The only thing that I can think of that might be a problem is that back in December, my AutoPay didn't autopay like it should have and my account was temporarily put on pause until I paid, which I did right away. Since then, no sms.

 

I have unlimited text and unlimited call, as well as many other addons that I've gotten over the years. I am using a Xiaomi Redmi Note 4, stock everything. It has worked all this time until this SMS issue.

 

Can anyone shed some light on this problem?

 

Thank you.

1 ACCEPTED SOLUTION

Accepted Solutions


@jp_pm_help wrote:

@softech 

 

I tried with another phone but no SMS with that one either. Does that mean that the SIM card is damaged? Getting a replacement won't change my phone number will it?

 

I have access to my Self Serve account, so I will contact them. Thank you.


@jp_pm_help   if your voice phone calls still working, it is not a SIM issue.    Open ticket with PM Support first and have them confirm it first.  I have posted the way to engage PM support on my post above

 

View solution in original post

14 REPLIES 14

softech
Mayor / Maire

@jp_pm_help  so, your service is working without issue?

 

If it is SMS and NOT MMS, the APN settings won't affect it and it should just send and receive without problem.

 

So, you are sure you are sending TEXT and not MMS?  If MMS, it needs mobile data turned on

 

Easiest check to your service is to put your SIM in another phone and test to see if you can send out SMS text.  

If it works, then good, the service is not the issue but the device setting

 

 I would go into the texting app and clear cache on it , then reboot and try again

 

You might also want to make sure your phone is all up to date in terms or Security update and OS update

 

Also, you can download another texting app like Google Message and see if you can send and receive using the new app

 

Yummy
Mayor / Maire

Did you check which phone number is set for Message Centre in your phone? Sorry, I am not apple person but on Android under Message Centre there is a phone number. Maybe that get removed somehow??

jp_pm_help
Good Citizen / Bon Citoyen

Hi @softech,

 

Thanks for helping.

 

It's SMS, I cannot receive or send SMS. I send an SMS from another phone to this one and it will not reach it. Here's my testing scheme:

 

Broken phone send SMS to test phone (also on PM and no issues) -> test phone does not get SMS (MyUsage shows no received SMS)

Test phone sends SMS to broken phone -> broken phone does not get SMS (MyUsage shows no received SMS, but test phone shows SMS was sent)

 

I have switched to another SMS app (QKSMS) that works on the test phone and no difference. The strange thing here is that my PM account under Usage History shows NO SMS sent or received since December. Could my account have an issue with it?

 

I will check with another phone to see if the SIM card works asap.

Everything on the phone is up to date, no new updates and it always auto-updates itself anyway.

@jp_pm_help   If you still cannot send/receive text on another phone, I suggest you to open ticket with PM Support and have them to further investigate:

 

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.


2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

 

 

jp_pm_help
Good Citizen / Bon Citoyen

@softech 

 

I tried with another phone but no SMS with that one either. Does that mean that the SIM card is damaged? Getting a replacement won't change my phone number will it?

 

I have access to my Self Serve account, so I will contact them. Thank you.


@jp_pm_help wrote:

@softech 

 

I tried with another phone but no SMS with that one either. Does that mean that the SIM card is damaged? Getting a replacement won't change my phone number will it?

 

I have access to my Self Serve account, so I will contact them. Thank you.


@jp_pm_help   if your voice phone calls still working, it is not a SIM issue.    Open ticket with PM Support first and have them confirm it first.  I have posted the way to engage PM support on my post above

 

jp_pm_help
Good Citizen / Bon Citoyen

Hi, yes, I checked that the SMSC is correct. It matches the expected 16475800172 number.

jp_pm_help
Good Citizen / Bon Citoyen

Ok, ticket opened. I will update with solution if/when there is one.

 

Thanks.


@jp_pm_help wrote:

I tried with another phone but no SMS with that one either. Does that mean that the SIM card is damaged? Getting a replacement won't change my phone number will it?

 


No, changing SIM will not change your phone number. Swapping SIMs are simple but we are not there yet!

Please wait for agents' assistance and then we will see what to do.

Keep us in the loop, please!