Unable to receiving incoming calls

[pvarshinee]

Hi 

I recently activated my public mobile SIM card. I could make outgoing calls, however I receive no incoming calls. When someone calls, they receive a message which says "the number is unavailable at the moment". I have submitted a ticket but have not received any response.

Please help!

Thanks

[Becool29]

Hi, there

same here! got a solution?

[dust2dust]

@Alexandf- So again I see you're new here but the customer had already made the changes and they're set to go. They're just going to test it some time now. It's helpful to read the whole conversation to know what has been said.

[Alexandf]

@pvarshinee 

reseding private message CS_Agent at: 

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

(envelope icon on the top right) CS_Agent will reply you there.

[dust2dust]

Download a voip app and while on the internet call your number.

[pvarshinee]

Texting and outgoing calls work. I will be able to check the incoming calls in sometime. Thanks @dabr 

[dabr]

@pvarshinee   Great!  👍  

You may need to reboot the phone after logging out.  But you should test calling/texting now too.

[pvarshinee]

@dust2dust @dabr  Thank you so much! Its done! Whewwwww great!

[pvarshinee]

@dust2dust @dabr Thank you so much to both if you! I found it. Let me try

[dabr]

@pvarshinee  No, you don't need to do that, yes the Quick Link options have been disabled for now.  Choose Profile as suggested by @dust2dust  from the left hand side of page and then Change Number option is available

[pvarshinee]

@dabr None of those options are clickable either. I give up 😆 I will buy a new PM sim

[dabr]

@pvarshinee   There might be another tab for Change Number once you select Change SIM too. 

edit:  Interesting, it seems PM has disable the options under Quick Link.  Profile page seems to be working though.

[dust2dust]

Click into your Profile and you'll find change number. Are you intending to let go of your old Fido number then and hope that they keep holding it for you? Did they give you a time limit to hold it?

[pvarshinee]

@dabr  Thank you so much! I do not see the option for "Change Number". These are the three options available. May I please know what can I do in this case?

Lost/Stolen Phone

Change SIM Card

Setup Pre-authorized Payments

[dabr]

@dust2dust   Thanks, I just realized and edited my post accordingly.

[dust2dust]

@dabr- They're having the porting, no inbound calls thing. Outbound would be using their old number that they tried to port. But they can't have it at this time. nvm

[dabr]

@pvarshinee   No, you already have an active account with PM.  Do you have a new number with PM currently? 

edit:  @pvarshinee   Log into your account with PM and select the Quick Link on the right hand side of page and then Change Number option and select your city from available list, or one closest and then pick a number.  You can refresh the list until you find a suitable number.  PM permits 4 free number changes within 30 days.

[pvarshinee]

@dabr Sorry I meant if I do not want my old number any more, do I have to buy a new PM sim for a new PM number?

[dabr]

@pvarshinee   No need to buy another SIM for PM as you can port in a number anytime you like within your self serve account.  But if you don't have your FIDO SIM anymore, then you would need to purchase one in order to reactivate your account there and receive the transfer (port out) request.

[dust2dust]

No. You can just do a change number in the account. The port will fail (as it has) but you're still in limbo. So just change it to whatever new number and you're good.

[pvarshinee]

@dust2dust @dabr Thanks a lot for clarifying. That helped a lot

[pvarshinee]

Thank you Mayor. I understand that seems to be the procedure. If I want to get a new PM number, is the only to buy a new PM SIM card?

[dabr]

@pvarshinee   It seems to me, IIRC, that FIDO is holding your number but it's not active until you pay for another cycle and then you would need to ask PM to request FIDO to resend the number transfer request again which you need to respond to within 90 minutes of receiving, so need to keep the FIDO SIM in your until then.

Of course, you'd have to consider whether it's worth cost of renewing your FIDO account (depending on the plan cost) to keep your previous number or you can keep your current PM number if the old number isn't very important to you.

[dust2dust]

You said at first "the number is unavailable at the moment" when you try to call your number. That says it's not active at Fido.

You're in a bit of a limbo right now. You need to reactivate the Fido number, call the telus porting support number to re-trigger the port, put your Fido sim in a phone (do you still have it?), confirm the port text, wait for the number to port.

https://forum.telus.com/t5/Mobility-Services/Help-with-porting-my-number-from-Rogers/m-p/123686/high...

[pvarshinee]

I activated the SIM card on August 24th. I checked with Fido. The number is still active with Fido. I am not sure what to do next. Should I contact Fido or do I just get a new Public SIM card and number? I have received no response regarding my Public Mobile ticket for half a day now.

[YVR]

Ports do take sometime to totally complete (anywhere from a few minutes to a few hours).  You may need to take action if still can not get incoming calls later today. 

[computergeek541 · Accepted solution]

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@pvarshinee wrote:

thank you Computergeek! I already submitted a ticket a few hours ago but have not received any response. May I please know if I have to submit a ticket again?

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You'll need to wait for response.

[pvarshinee]

thank you Computergeek! I already submitted a ticket a few hours ago but have not received any response. May I please know if I have to submit a ticket again?

[computergeek541]

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@pvarshinee wrote:

Does this mean I need to reactivate the service with Fido? That is port my number now from Public mobile to Fido and then back to Public mobile?

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I can't say for sure if the port to Public Mobile was ever completed, but if Fido never allowed the port to begin with, you wouldn't/coulnd't port the nubmer back to Fido.  You would only need to reactive your Fido service and then ask Public Mobile to try the porting again.  Talk to a Public Mobile CSA to find out if the number even ported over properly.  Start by going here to open a ticket:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[pvarshinee]

Does this mean I need to reactivate the service with Fido? That is port my number now from Public mobile to Fido and then back to Public mobile?

[computergeek541]

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@pvarshinee wrote:

I have stopped paying for my service with Fido about 6 months ago due to international travel. The Fido agent cancelled my plan and told me that the number would be held for me, and I can activate it the same number again again within a year. When I activated my public mobile SIM card, I gave my old dormant number and it accepted. I have been able to make outgoing calls right away and use data as well. I have been receiving text messages too. But I found I am unable to receive incoming calls.

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While Fido has done something to reserve the phoen number for you, I suspect that you still needed to reactivate the Fido service before asking for the number to be ported to Public Mobile.  As for Public Mobile accepting your Fido account number, that doesn't get checked when you enter it. You could have entered an account number of 123456789 and it would have been accepted, althought hat doesn't mean that the porting would ever get completed.