Unable to send/receive text (but I can make / receive calls}

[PeterOk]

Just ported a number about 5 hours ago. Calling worked almost right stay. But I can't receive SMS nor do people receive an SMS I send out. There is no error message of any kind. 

[computergeek541]

self solution removed

[PeterOk]

CS agent reset the network settings the next morning. This fixed it.

[PeterOk]

Yes I'm monitoring my Community inbox. No updates there. Thanks

[hTideGnow]

hi @PeterOk 

CS agent won't reply via email, you need to monitor Community inbox.

They have closed for tonight.  Message them again tomorrow morning for update.

[PeterOk]

I had already tried Network Reset, and RCS is disabled now as well.

I already created 3 tickets and a DM lol. No one seems to be following up on them for at the least the last 3 hours, which when I gave my email address they asked for. Pretty frustrating!

[hTideGnow]

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@PeterOk wrote:

Mobile data wouldn't be the issue as I can make and receive calls with and without Wi-Fi enabled.

But I turned Wi-Fi off and tried to turn RCS off and on and it still says Public Mobile ... Setting up ...

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hi @PeterOk 

you can make calls but mobile data could still be a problem

Try Reset network settings and make sure mobile data works (turn off Wifi to test)

if still unable to turn on RCS, you can disable RCS and try again in the morning.  But if still unable to enable RCS, submit a ticket with PM.  

[PeterOk]

Mobile data wouldn't be the issue as I can make and receive calls with and without Wi-Fi enabled.

But I turned Wi-Fi off and tried to turn RCS off and on and it still says Public Mobile ... Setting up ...

[hTideGnow]

hi @PeterOk 

can you confirm if your Mobile Data is turned on and work?  Mobile data could be the reason

try this 

1. Enable mobile data (make sure you have good internet connection)

2. Disable Wi-Fi

3. Turn ON RCS chat. If it's initially set to ON, turn it OFF then turn it ON again. (After I did this step, verification only took a few seconds!)

4. Enable Wi-Fi and disable mobile data

Hope this helps!

[PeterOk]

I brought it back to the original version, rebooted, re enabled, updated, still no SMS.

Tried a different SMS app (Emoji SMS) as well.

What I noticed is that under Google Messages > Messages Settings > RCS Chats, when RCS is enable it says "Public Mobile (xxx) xxx-xxxx, Status: Setting up ..." and that never changes. So something must not be completed with Public Mobile

[hTideGnow]

hi @PeterOk 

instead of actual uninstalling, you can disable the app to bring back to the original factory version, then reboot phone and reenable Google Message and then go to Play Store to install all the update

To disable the app, go to the App Info of Google Message and you can do that there

[slusagm]

@PeterOk 

backup important text.  Then go to Settings->App, look for Google Message, and then clear cache and Clear Data, and try 

[PeterOk]

Yes I tried disabling RCS. That didn't help. 

I can't uninstall Google Messages. I don't have the option to do it. Maybe Pixel phones don't allow uninstalling it.

[slusagm]

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@PeterOk wrote:

The old one (Rogers) was a physical SIM which I removed, thinking that might fix it.

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So, text is not working ?

If it RCS is the problem.  you can try to disable RCS first.  But wait at least an hour before you reboot the phone and reenable RCS

or you can also uninstall Google Message, wait an hour before you reinstall it and reeanble RCS

[PeterOk]

The old one (Rogers) was a physical SIM which I removed, thinking that might fix it. The last SMS I received/sent was to my Rogers SIM confirming that my service was being transferred to a new provider. 

It's strange that call in/out works but not SMS. Tried turning off RCS but don't want to try too much else in case I mess things up more!

[slusagm]

@PeterOk you cannot change esim to another phone

But check if the old esim was disabled.
navigate to Settings > Network & internet > SIMs

Disable the ole one and confirm Public Mobile esim is enabled there.  And change Public Mobile esim to  Primary.  

[PeterOk]

I tried all those, except Google Message can't not be uninstalled from this phone, but I did clear its cache. 

Texting worked fine with Rogers SIM before switching today so I don't think it's the phone.

[PeterOk]

Google Pixel 6 Pro. I am using an eSIM. I'm not sure how to test that in another phone.

[PeterOk]

Oh sorry, I misunderstood the last part of your message. Thank you

[slusagm]

What phone do you have? did you try the sim on another phone? Doing so can reprovsion the account yourself without the help of PM

[hTideGnow]

hi @PeterOk if you can receive and make calls but just not text, could be a device problem

make sure the old sim card already removed, or disable if it is esim

if Android, uninstall Google Message, reboot and reinstall, and Reset Network Settings

if iPhone, try Reset Network Settings

[Chalupa_Batman]

I actually sent you that link over 3 hours ago.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-send-receive-text-but-I-can-mak...

[PeterOk]

I can receive/make calls but can't receive/send texts.

I didn't know to check there, I kept checking the alarm bell for some notification on the tickets but I guess you don't get notified that way, nor by email. 

Thanks for the link. I see they had reached out earlier without me knowing about it

[slusagm]

what exactly is your question?  not sure if the community can help

usually PM replies quick, an hour, or 2 hours max.  But they reply to your inbox in the Community and not your email.  Check.  Or message them again:

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

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage        

[hTideGnow]

hi @PeterOk 

it shouldn't be that long.  Did you check the community inbox?
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Message support again

[PeterOk]

I created a ticket indicating I can't send/receive texts over 7 hours ago but haven't heard anything back. Unless I hear back soon, I'll have to switch back to Rogers. 

Anybody else having issues where tickets are not dealt with? 

@hello_everyone 

[PeterOk]

Google Message can't be uninstalled, it can only be Force Stopped, which I tried. 

I removed the old SIM and cleared the Google Message cache.

Ticket was submitted over 5 hours ago. No response

[PeterOk]

I submitted a ticket, as well as by direct message, over 5 hours ago. 

No response

[hTideGnow]

hi @PeterOk 

first, make sure your old carrier sim card is removed.  If the old one is an esim, disable it

if you are using Android, clear cache first.  If still cannot send/receive, then uninstall and reinstall Google Message

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage       

[Chalupa_Batman]

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@PeterOk wrote:

Just ported a number about 5 hours ago. Calling worked almost right stay. But I can't receive SMS nor do people receive an SMS I send out. There is no error message of any kind. 

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Hi @PeterOk 

Go into your settings and reset your Network Settings then reboot your phone. If this doesn't work, you can log into your account and create a ticket.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[Handy1]

@PeterOk  Maybe try restarting the phone if you haven’t already , also make sure your OS is up to date see if that helps . Could also try deleting your messaging app and reinstall it also