Service not working, Cannot receive any verified code, include public mobile

[yannnnn]

Hi Agent,

I want to request urgent fix, I cannot receive CRA government, and any company register, and Public mobile verified code. Sometime I received the message after 1 hour from CRA, which already expired. I checked I paid my services, and I tried turn off -turn on phone, not work. Please urgent fix. 

Yan

[yannnnn]

Oh I though here is community admin from PM.

I sent from yesterday, over 24 hours, I just sent again. No one reply. 

[hTideGnow]

hi@yannnnn 

follow the instructions here to submit an Expert Messaging ticket using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
          Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket

Remember CS_agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

[slusagm]

@yannnnn 

we are just customers here.  You need to open a ticket with PM for them to provide help. 

[yannnnn]

I am sooooo upset

I cannot get a call, I just got my boss angry email!!! Because I didnt pick up his phone call !!!  I dont receive any call in my side.

[hTideGnow]

hi @yannnnn 

  you can submit an Expert Messaging ticket using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
          Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket

Remember CS_agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

If yo have error, tell us if you can login to submit ticket, or you failed at the login stage, or you didn't even get to login 

[yannnnn]

When I click ticket, there is the popup.

This chatbot is no longer in service. Please visit our help page here↗ for any support you need including access to our new chatbot.

[yannnnn]

I cannot submit ticket??? Contact us

If your service issue extends past the help our resources provide, you can notify our team by submitting a service ticket or explore these other options.

Here is my chat yesterday, the net was worse yesterday night, I cannot call outside, include voicemail.

Service not working, Cannot receive any verified code Hi Agent,

I want to request urgent fix, I cannot receive CRA government, and any company register, and Public mobile verified code. Sometime I received the message after 1 hour from CRA, which already expired. I checked I paid my services, and I tried turn off -turn on phone, not work. Please urgent fix.

I got community friends help, but all failed, my phone still cannot get any verified code from CRA, or Public mobile. and verified call. 

This is the talks yesterday.
https://productioncommunity.publicmobile.ca/t5/Get-Support/Service-not-working-Cannot-receive-any-ve...

[slusagm]

@yannnnn 

look like somehow your phone is not actively connecting to the network.  But please try what I suggested above and confirm if that helps

[yannnnn]

I found a way,

I login in need code -> I dont recieve anything -> I made a call to outside -> one message send to my phone.

This is still an issue, I never know when I got a message, I need made a call then I got history messgaes

[slusagm]

---

@yannnnn wrote:

I tried to call a friend, and then 100s time veried code coming in to my phone. So currently, if I need to received a new code, I need to call outside then I recieved a message.

---

@yannnnn 

so, you received codes in the end?

could be some network issue

Please Reboot your phone and Reset network settings

if you are using Android, please also go to Settings -> App, look for Google Message and clear cache

[yannnnn]

I tried to call a friend, and then 100s time veried code coming in to my phone. So currently, if I need to received a new code, I need to call outside then I recieved a message.

[slusagm]

@yannnnn 

Simply open ticket with PM using Expert Messaging.  Click the Orange Chatbot icon on the lower right to start, or use this link https://expert-messaging.publicmobile.ca/guest/chat/
 (Use your Community account to login.  For 2FA, you might need to use email to receive if you cannot receive the text on the phone.) 
 
PM will reply you via Expert Messaging   between 9AM-10PM EST (Mon-Sun)
(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging )  

[yannnnn]

I confirm I cannot received verified code call from CRA. I dont know inbound calls now. I need find people.

[hTideGnow]

sorry @yannnnn , can you confirm whether you cannot receive calls from CRA or you cannot receive inbound calls from anyone at all?

[yannnnn]

almost 6 years

I received CRA verified last month, all working. The issue happen these 2 weeks.

I login in Public mobile using email. But CRA website, only for message and call, I get nothing.

[hTideGnow]

hi @yannnnn 

how long you have been with Public Mobile? about a month?

and you can still make outbound calls and just not able to receive inbound?

[yannnnn]

No I tried again, no verified call too, no call no message I can receive from CRA. I cannot login in any platform. 

[hTideGnow]

hi @yannnnn 

can you receive inbound calls?

for logging in PM and check status, with the 2FA issue, try click Didn't Receive code or Resend code and see if you have Send Email or Send voice message option (with send voice message, call yourself using another phone to retrieve Voicemail)

if those option not there, ask PM support agent to help,  you can submit an Expert Messaging ticket using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
          Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket

Remember CS_agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

[yannnnn]

Thank you,

I didnt change my phone status. This is working 2 weeks before, I found this issue in these 2 week. Today I urgent to get CRA verify code, cannot get any code, and I logined in Public mobile, I cannot get code too. I felt the issue is worse day by day.

Where I can connect with PM staff? I cannot find any icon to create ticket.

Thank you

[hTideGnow]

hi @yannnnn 

can you receiving inbound calls?

make sure you removed your old sim card, disable old esim.  And confirm PM sim is enabled and set with label Primary.  Try Reboot your phone once more and Reset network settings