Community

Rusty12 · ‎07-04-2022

Lost my phone over the weekend, i have been trying to call it , it would still go to my custom VM greeting. all of the sudden this morning when i tried calling again it would just keep ringing/ Vm never picked up/ tried again/ this time someone answered but claims they downloaded a free calling app and thats the number that they were given. .

I Already ordered a new Sim & new phone, I would like to keep the same number/ not sure what i can do./

Rusty12 · ‎07-30-2022

Yes the account is still active, I just tried the sim on a different phone that had the same issues with it before. this time call connected but dropped as as soon as the other party picked up,

put the sim back on the intended phone & still getting dead air for 30 seconds on the calling screen then call goes fast busy and call dropped.

My phone is a Samsing a13 / and confirmed that it should work with all North American carriers.

esjliv · ‎07-29-2022

@Timer0 did you read @Rusty12's post? They have been in contact with support already. Although not a pleasant experience it sounds.

Sorry to hear all this. Is your Public Mobile account still Active? That would be one reason why Freedom cannot take it over.

What does the status say in your self serve account or when you dial 611 with the PM SIM card in the phone?

Since the port to freedom has not completed yet, can you try your PM sim card into another phone to see if services work or are better?

there seemed to be a conflict with the phone number at one point, how long have you had this phone number for?

Timer · ‎07-29-2022

@Rusty12

send Private Messages to support team by CS_Agent

softech · ‎07-29-2022

@Rusty12 APN has nothing to do with voice calls. APN settings only affect data/sms/mms. So, APN is not the issue

What brand and model is your phone? I wonder if it is an issue the the lack of compatible bands on your new phone

Honest, if you port out to Lucky, they share the same network, the voice calls issue could still be there .. possible.

To smooth out the port, you can open ticket with PM Support and see if they can do a manual porting without sms approval

Open ticket with PM Support using this direct link
https://urlshortner.tiia.ai/Lc9xk8

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

If you have made a request to port your number to another carrier and have not received an SMS from Public Mobile to confirm your request, please open our chatbot via this link. This will put you in touch with our Customer Support Agents who will be able to assist you.

Rusty12 · ‎07-29-2022

ongoing issues, i have reached out to support, only thing i get is scripted responses , clearly not reading the steps i covered and ask me to do the same thing,i was told a tech would reach out on 24-78 hours, took eight days for tech agent to call me in broken English only to ask if i have already tried the same thing i mentioned i did before, when i pointed out that i dodnt think he read the notes he got defensive and implied i was being dishonest guy dropped call on me and haven't heard anything else,that was 4 days go. . when mentioned i would report to CRTC they tried to offer credit but what the point of in house credit if my service don't work?

issue started when i lost my phone. I reported lost. within 24 hours of losing the phone. all inbound calls went to some unknown woman who claimed that she downloaded a free calling app and she started using it.

took a week to get my new sim and phone, i transferred my phone number to the sim,

text would take 5 days for them to be delivered/received now they come much quicker 5-10 mins, .

Now at least my inbound calls are going directly to VM . inbound calls no not ring on the phone or show up in my missed calls but i do get VM alert,

When i call out it sits at calling screen for a good 1 min before i get a fast busy tone then call drops.

public mobile is not showing up in my signal bar status.

I have tried adding the APN codes, did network setting reset, re-inserted the sim,

other carrier sims work fine,

I got fed up and tried to port out my number to Lucky mobile, Lucky mobile is claiming that Public put a hold on the port. no one is giving me any info.its like I'm being held hostage ..

Heaven forbid i was a senior/health issues and needed to call 911/ although i'm at risk of losing my job cuz my phone is tied to the building intercom that manage & have to let contractors in,

Rusty12 · ‎07-25-2022

Tried all of that, only thing i havent tried is a factory reset on my phone,

i know its not my phone as friends let me test Bell/Telus & rogers sims and all works fine.

its something wrong on my account cuz for some reason the it was ringing on someone else phone when they downloaded a free calling app/ now at least it goes directly to my VM with my greeting

Rusty12 · ‎07-25-2022

ticket was sent up 5 days ago. no one has responded or called me at the # i provided, , but i got a msg the community saying the ticket would be closed cuz i didn't respond. I'll be moving to Lucky mobile/ buying the sim card tomorrow.

Clearly Telus/Public mobile don't care/ i asked the rep if i would get a refund as i'm almost a month without service, but all i got was a scripted msg saying that the tech would get back to me but didnt say anything about my credit question.

esjliv · ‎07-22-2022

@Rusty12 - I agree, that sounds unacceptable.

But, what all have you tried?

I will throw things out there in case they were not offered:

check that your status is active: https://selfserve.publicmobile.ca/en/account/overview, or call 611 to check
restart your phone
perform a reset of your device's network settings
try your sim into another compatible phone to see if services are improved
manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily); does this help?

To perform a Reset of your device's Network Settings.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

android:

Find and tap Settings > System > Advanced > Reset options > Reset network settings.

dust2dust · ‎07-22-2022

No it doesn't. Service issues are all Telus. Account and community are Public. If nobody has got back to you then I can certainly hardly blame you. I'm still waiting for someone technical in Telus to solve a problem I'm having. I've been with one person who has now tossed me over to yet another person. There's been nothing now for a couple days.

I'd be curious to know where you decide to go. If you'd care to reply 🙂

Timer · ‎07-22-2022

@Rusty12

i understand where you come from but we are customer like you, not option for us to do anything,
your option to re-send new message.

Rusty12 · ‎07-22-2022

so 3+weeks sounds acceptable ? wow

Timer · ‎07-22-2022

@Rusty12

you don't needed to report to CRTC and you losing time and just give one more try re-sending new message some agent will fix it.

Rusty12 · ‎07-22-2022

I have tried many times, 3+weeks, this not acceptable,

I'll make a report to CRTC/

Timer · ‎07-22-2022

@Rusty12

re-send Private Messages to support team by CS_Agent with your ticket #.

Rusty12 · ‎07-22-2022

I've been out of service for three weeks now, Support is no help.

I have told them the steps i have done, they said they would send a ticket to the support team, that they would be in touch in 24-78 hours. its been past that,

just sent them a msg saying not to bother anymore that I would be porting out my number.

the agent that replied offered no help or to save me as a customer, just wished me good luck.

What a joke of a company & support.

selling my Telus shares asap.

edited by computergeek541: inappropriate language in this thread removed

Lorca · ‎07-16-2022

Same. Sometimes after the dead air for 15-30 seconds the phone does ring, otherwise straight to voicemail.

RG5 · ‎07-16-2022

Thank you

hTideGnow · ‎07-16-2022

HI @RG5

just message them via direct message:

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

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

RG5 · ‎07-16-2022

Into PM

RG5 · ‎07-16-2022

Unable to recieve calls for 2 days text works .

Tried to submit ticket to speak to rep . Says ticket failed .

Account is active and paid to date . Tried to port 2 days ago. It took me a day to realize I was not recievong calls

hTideGnow · ‎07-16-2022

HI @RG5 are you transfering your number of out of PM or into PM?

If out of PM , call your new provider and they will arrange to send the text again

Yummy · ‎07-16-2022

You were out of service for weeks????

Did you try to ask help here or even better contact agent?

What your accounts says? Is it Active? Payments are in order? Account is Not suspended?

Did you port your number to PM recently?

RG5 · ‎07-16-2022

I am having the same problem. I think I was supposed to recieve a SMS from public to activate /transfer # , but did not . Did you recieve SMS ?

softech · ‎07-16-2022

@Rusty12 No need to change provider for this.

did you reboot the phone once after you requested "Change SIM card" in My Account?

It could be sim provisioning issue. If you have another phone around, try to put your PM sim card there. It could force a sim reprovisioning

If that does not work or if you do not have another phone around, open ticket with PM Support:

1. If you have 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 don't have access to My Account or have trouble with Chatbot: 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 you there

computergeek541 · ‎07-16-2022

@Rusty12

You won't wish to spending any more time trying to make adjistments to APN settings. APN settings are unrelated to the ability to make or receive phone calls.

MrSpock · ‎07-16-2022

@Rusty12hi try manually setting your network settings to 3g if the problem persists open a ticket, to speak to a customer service agent Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Rusty12 · ‎07-16-2022

data/texting working fine.

inbound callers get dead air for around secs then get sent directly to VM.

When i make a call it just shows dialing for a good secs then the call drops.

I have checked the APN settings, tried a network settings reset, no luck./

I've been out of service for weeks

Rusty12 · ‎07-16-2022

I seem to now be able to send/rec text, I also getting vm notifications. but I'm still unable to make or receive calls/ inbound callers get dead air for around seconds & go to the correct VM greeting.

Maybe i should Switch providers. I'm a caretaker in a building and my phone is linked to the intercom & my tenants.

Rusty12 · ‎07-14-2022

Got my new phone & sim, I updated the SIm number in my account. it shows its active/ all inbound calls go directly to my VM/ when I try to call out from my phone it just dead air/ no error msg.

I'm unable to send/rec texts/ . normally phone would say Public mobile for the network but its not saying anything.

when checking phone settings it shows the sim number & tel number.

I have checked the spn settings, did a network reset, no luck.