[Solved] Text Message Issues for Recently Ported Numbers

[Ck_PM]

[Update as of 9:00AM ET 15/05/2024]: A solution for this issue has been successfully implemented last night. Any customer who experienced issues with their SMS service after transferring their number should now have their service fully restored. 

Please note that moving forward, customers transferring their number from another provider may need to wait up to 1 hour after the transfer for SMS services to be fully initiated.

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Hello Community,

We want to address a current issue some of our customers are experiencing. After porting their phone numbers to Public Mobile, a few customers have reported not receiving text messages. We are actively investigating this issue and working to resolve it as quickly as possible.

Immediate Solution:

If you've recently ported your number to us and are facing issues with receiving or sending texts, please contact a Customer Support Agent directly via our chatbot. Our agents are equipped to apply a fix that should resolve the issue promptly.

We appreciate your patience and understanding as we work through this. Rest assured, we are doing everything we can to ensure a smooth experience for everyone affected. We will keep you updated on our progress.

- The Public Mobile Team

[feenix]

Thank you. I am experiencing this problem currently with only some contacts . Their names have the PR box. 

[Megan1676]

I ported today and unfortunately I am having text problems.  I signed up with a new Public number and then ported over from Koodo a few days later. I can receive calls and texts from both my original public number as well as my recently ported number. Outgoing calls correctly show up as my ported number, it seems like just outgoing texts are showing up as the original public number. 

Any fix other than opening a ticket? It's been 8+ hours since I ported. 

[hTideGnow]

HI @cmson 

able would be able to help and resolve it quickly.   You just need to check your Community inbox for their response after you submitted the ticket

[cmson]

I can receive calls fine. Just SMS is not working on iPhone. And when iMessage tries to activate it is stuck.

[hTideGnow]

hi @cmson 

but can you test if you can receive calls?

if no inbound calls as well, it is a problem with porting

but if just not receiving sms, then it might be something wrong on the account.  Please submit a ticket by direct message
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[cmson]

I'm facing issue with not receiving SMS after porting number today.

[Sansan]

So people are still messaging that they have ported two days ago and are still unable to send or receive text messages. I thought this was fixed? Is this a new issue or is this still ongoing? How many new reports do you have ever since Wednesday? @Ck_PM 

[Sansan]

I hope it stays....

[fixin1]

Nice to hear that you resolved it!

[LitlLdy]

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@zaptor99 wrote:

Can you please improve your Eversafe so that we ALWAYS have the option to receive the verification code by email and not SMS.  I know we can hit resend code and the option to use email is shown, but that's not always the case, and it only works if it was verified by SMS before.

If service is not working or we lost the phone, we need to access our account easily using email verification.

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@zaptor99 , I removed my phone # from my EverSafe that way I always receive the verification code to my email. 

[zaptor99]

Can you please improve your Eversafe so that we ALWAYS have the option to receive the verification code by email and not SMS.  I know we can hit resend code and the option to use email is shown, but that's not always the case, and it only works if it was verified by SMS before.

If service is not working or we lost the phone, we need to access our account easily using email verification.

[RoroP]

SMS problem solved. Kudos to the agent, Razvan, for this.  It involved a backend account network reset or similar. PM needs to attend to this multi client system issue to prevent bad press/postings per below and needless loss of clients.

[Madi-B]

Good luck to the rest of you.  I have all my numbers ported off to Bell - simple and just "worked".  No futzing about, no BS, no trouble.

Now - the downside, is PM will NOT refund any of my costs for the 3 failed services that I bought from them.  I guess from the perspective of Telus/PM - it's a good model.  They collect $ and don't deliver what is promised, the customer leaves and they don't have to refund any money.  So - they get 3xMonthly cost in revenue - delivered a portion of the promissed service for 2 days, cost me a day of my life and about 12 messages to support (who really try I think?) and I get the expense of $ and time to move the services elsewhere, where it just works.

This is the WORST technology experience of my life and until/if I receive my refund - I will use any and all avenues to communicate how shady and crappy this experience has been.

Now - tip to PM - if you can't provision a line properly because of a known problem, and are relying on a consumer to log a ticket - and you are dependent on your army of support folks to fix each line one by one - you need to do a couple things differently.

Either simply - batch/auto perform the tasks, or stop taking new subscriptions until your provisioning systems work properly.

[RoroP]

SMS is the key issue.  I already sent a message to the support agent.

Also having problems with vmail.  Calls from a cell phone (from a mobile on PM and a mobile on Koodo) don't go to vmail, but does go to vmail from a Rogers home phone.  This is minor compared to SMS, but welcome all fix suggestions.

[hTideGnow]

HI @RoroP 

was it just SMS or other issue too?  if SMS, please message support agent

if other issues, share and we will try to help

[RoroP]

Adding on ...

My partner ported-in from Koodo - No issues (all Telus).

I ported-in from Rogers - Disaster. 

Assuming there is a carrier related port-in issue, it would be good for PM to keep clients and prospective clients informed.

[RoroP]

Ported-in my number yesterday. No SMS and voice operation is not fully working also. Can't login without SMS code.  Can's use other services without SMS validation. Wow. Hugely disappointing!!!  A critical issue with no solution for 2 weeks? Sent a private message via community for assistance. Waiting for response but not too positive on resolution based on many other replies.  Common PM - 2 weeks with a critical issue and scant progress updates.

[Backira2024]

Already in the process of porting out to freedom. Hope PM won't exist and I hope everyone ports out 

[Madi-B]

I'm porting out all 3 lines I ported in to public mobile on the weekend.  What a terrible waste of money and time.  2 of the 3 lines started working properly yesterday, and then this morning, both stopped working on imessage again.  So - that's 3 out of 3 that don't work.

I'm off to Bell - got a sweet deal for $45/m for 100Gb...

[KristineK]

That happened with my daughter’s phone, but she had gotten the eSIM, I told her to just get a physical sim and voila, issue resolved for her. 

[Backira2024]

I'm already in the process of porting out. Hope PM won't exist 🙂 soon. 

[PurpleButterfly]

Shout out to Carlos in CS who fixed my texting issue. Submitted a ticket and in just under an hour, received an email to reboot the phone.  Everything is working perfectly now. Great job Carlos!

[KevinRH]

Did you check the settings/addresses under iMessage? I am not sure if you are on an iPhone but you may need to add the number to your Phone setting or disable and re-enable the iMessage app. This could trigger adding the phone number to the iMessage app. You may have to do that for FaceTime, too. 

There is a setting on your AppleID to make sure your phone number is associated with your AppleID. I had to manually do that on a few phones... I ported 4 lines into this mess but they are working properly now.

[Backira2024]

I asked them something cs agent didn't bother to answer even though they fixed the sms issue. Porting out shortly to a better network with a proper customer service department 

[ninob]

Argh this is so frustrating. I'm about to switch to another network. Never had this problem with anyone else

[vial_solution]

A CS agent said they made a change in their end and asked me to reset mobile network settings and restart my phone. Didn't work - still cannot send or receive texts. I hope that wasn't the only trick they had in their playbook because now what?

[XT90Allis]

I have a Samsung S9,  i go to general management, reset, reset network settings. I know it makes one nervous doing it. But it worked for me immediately. 

If you have a different device maybe try the following 

so reset your network settings Go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.

I hope this works for you. 

All the best

[Taleb]

how do you reset network? 

What network to reset?

[XT90Allis]

I reset my network and now am able to send and receive SMS texts

[Mimipanda]

I'm still having this issue. Will we be refunded for this.