Unable to receive calls

[embacher]

I have been a PM customer for years with no problems. I am unable to receive calls lately because incoming calls go directly to voice mail. Any ideas what the problem is?

[dust2dust]

I recommend using the pin option to verify. It needs the name on the account, the number, the 4 digit account pin. If you don't remember the pin and you can log in to your account then you can change the pin there.

[hTideGnow]

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@embacher wrote:

Very frustrating, I can get to the place where I can open a ticket, when I try to open the ticket it does not like my password, when I try to use the forgot the password option it takes me to a place that has nothing to do with changeing password.. I can get into the community app directly with my password so it must be correct.

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HI@embacher   Community and My Account are different system and could be different password (depend on how you set it up)

just message agent directly here to open ticket 

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

[Nezgar]

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@embacher wrote:

Very frustrating, I can get to the place where I can open a ticket, when I try to open the ticket it does not like my password, when I try to use the forgot the password option it takes me to a place that has nothing to do with changing password.. I can get into the community app directly with my password so it must be correct.

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With Public Mobile, you will have two separate accounts:

1. The account for the public community forums https://productioncommunity.publicmobile.ca/ which you are currently communicating with other fellow customers, which is also used for direct/private messaging to the CS Agents, and:
2. Your self-serve account, used to login and manage your account and plan/add-ons: https://selfserve.publicmobile.ca/

Test to ensure you can login to https://selfserve.publicmobile.ca/ and confirm the email address and password you use for that site. The password for that account can be different than the one for the community/forum site, but the self-serve account password will be the one the ticket opening process is asking for.

If you can't get through the ticket opening process, an alternative method is to send a private message directly to the CS agent through these forums, but they will still ask you to go through an account verification process: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[embacher]

Very frustrating, I can get to the place where I can open a ticket, when I try to open the ticket it does not like my password, when I try to use the forgot the password option it takes me to a place that has nothing to do with changeing password.. I can get into the community app directly with my password so it must be correct.

[Nezgar]

Also @embacher since I don't see this asked/answered yet in this thread, is your texting and data services working? If so then it seems to point to an issue with the 3G network, while the LTE network may still be accessible. If not, check your account status in the self-serve portal as others have mentioned.

[esjliv]

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@embacher wrote:

I cannot call the test numbers because I am unable to make calls. Please note I have the same problem on two phones.

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@embacher - your subject is "Unable to receive calls", but you are saying you are also not able to make any outgoing calls either. Is that correct? Or just sometimes?

You mentioned data works. 

What about texting in/out?

Can you confirm your My Account shows ACTIVE status, or when you call 611.

If Active accounts, then a SIM or account or network issue...?

If you are having this issue with your wife's phone too sounds like network/tower problem maybe.

Let us know what Customer Support (CSA) says after you hear back from your ticket.

[hTideGnow]

Hi @embacher 

nono, Nezgar is a customer like you and me

You need to proper open a ticket with CS agent for them to check your account on the system.

Please open ticket today  at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

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

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

[embacher]

Had a reply from Nezgar, gave me a number to make a test call, DID NOT SOLVE ANYTHING BECAUSE i CAN'T MAKE CALLS.

[hTideGnow]

HI @embacher   you have a chance to open ticket with PM Cs agent yet?  They have responded yet?

[embacher]

I cannot call the test numbers because I am unable to make calls. Please note I have the same problem on two phones.

[Nezgar]

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@embacher wrote:

Outbound calls work sometimes, data works OK, have reseated SIM card, same result on another phone.

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You mean outbound calls don't work most of the time? When you place a test call, how many bars to you see while the call is active? Calls require the phone to switch to 3G service, so it's possible there's a 3G outage or a 3G coverage gap in your area which is reducing the reliability of calls, while LTE for data/sms/mms is good.

You can try calling these echo test numbers as per https://thetestcall.blogspot.com/

+1 416 342 9562 - Toronto ON

+1 250 412 5922 - Victoria BC

You could see if you can force your phone to 3G mode or disabling LTE to see if there is low signal strength on that network as well, depending if your phone lets you.

[Handy1]

@embacher  Yes report this to support , here’s how 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[hTideGnow · Accepted solution]

Hi @embacher yes, it likely PM 3G network problem.

open ticket with PM CS agent here

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

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

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

[embacher]

Hi......thanks for your suggestions. I just had a thought, my wife also has a PM phone. we tried making and receiving a call on her phone, neither worked same sympton as my phone. this must be a PM/ telus signal problem. Is there anyone I could report this to....Ernie

[HALIMACS]

@embacher 

Try these fixes: (the ones you HAVEN'T already tried...)

• ensure airplane mode is not enabled

• ensure do not disturb is not enabled

• ensure the number calling you is not on a blocked senders list

• disable any call-forwarding features/settings

• turn off Bluetooth -- it's possible the 'ringing' is going through to a Bluetooth device instead of device's speakers

• remove and reinsert your SIM card

• reset network connections

[hTideGnow]

hi @embacher your signal bar shows 5 bars does not matter for voice call. Voice uses 3G network and your signal is LTE.  Yiu need to change your network to 3G only first and see how many bars it shows 

[embacher]

none of the above, signal level shows 5 bars right now

[HALIMACS]

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@embacher wrote:

I am not in a remote area, my phone shows 3 bars of signal.

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So we can scratch that one of the list @embacher  (why the italics?)

Anyway, are you physically located in a lower unit in an apartment or building which is below ground level.   

Is there any amount of concrete in adjoining structures / walls, etc?

[embacher]

Outbound calls work sometimes, data works OK, have reseated SIM card, same result on another phone.

[embacher]

Have tried Sim card in another phone, same result

[embacher]

Have reseated my sim card, installed SIM on another phone same problem.

[embacher]

I am not in a remote area, my phone shows 3 bars of signal.

[HALIMACS]

@embacher 

Are you generally in a remote or highly populated area?

It seems others in more remote areas are experiencing this more often in the last several weeks.

[dust2dust]

This certainly seems to be happening to a lot of people.

Go into networks and change to 3G and give it a second. Then change it back to 4G or LTE and give it another second. Then try calling in from another phone.

[hTideGnow]

Hi @embacher outboard calls ok and data ok?

Reseat the sim card with reboot.  Or try using 3G Only for network type.  

Also try your phone in other area

[Handy1]

@embacher  Can you try SIM card in another phone and se if services are working properly