Whenever I call The Monitoring Centre, I get a 5B1 error

[deltarlm]

Hi @CS_Agent,

When I dial the number to TMC +1(866)247-4999, I get a 5B1 error. If I use my landline (telus line) or use my VoIP number, they both work fine.

TMC's agents also cannot reach out to my public mobile phone number but can call our landline.

Please help as my wife and I do need to be contacted by TMC if anything happens.

Thank you

[deltarlm]

that's correct. Basically the number is just dead to them when they call. But I'm not sure what number they used.

Basically, I  can't call them and they can't call me.

[deltarlm]

unfortunately this didn't help 😐

[hTideGnow]

Hi @deltarlm they cannot even get to your Voicemail?

but you receive calls from friends? And TMC never able to call you since you joined here? But this could be their end's problem too

[esjliv]

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@deltarlm wrote:

Yup, that's the weird part. Their agents use a no caller ID number and couldn't reach me. They told me it sounded like my number was dead.

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@deltarlm To me, this seems like an important number to have incoming and outgoing calls working with. I'd definitely ask for this number to be 'allowed' by Public.

[deltarlm]

Yup, that's the weird part. Their agents use a no caller ID number and couldn't reach me. They told me it sounded like my number was dead.

[deltarlm]

forgot to mention that we ported in the numbers like 2-3 months ago

[esjliv]

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@Handy1 wrote:

@deltarlm  Not all 1 800 numbers work with PM services 

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@Handy1 good point...

@deltarlm i just tried that number and I got the same message as you. So, now i'd like to know what CSA would say as to why this number is not allowed to call to.

What is strange is that you say, TMC cannot call you on the Public cell. That should work, IMO.

[deltarlm]

Yeah, my friends and other landlines can call me without any issues. So far it's just TMC as I need some support. Luckily they can call my landline, otherwise, we cannot reach them and they cannot reach us.

[hTideGnow]

Hi @deltarlm can others call you? Just TMC cannot reach you?

did you just join with porting in numbers?

[Handy1]

@deltarlm  Not all 1 800 numbers work with PM services 

[esjliv · Accepted solution]

@deltarlm - try:

• restarting your phone
• reset network settings on phone
• remove your SIM card, then try it into another phone and see it if it works

If it still doesn't work, connect with CSA to explain your issue and see if they can help.

­­­Public Mobile Representatives customer support­­­ agents (CSA) can be contacted by either two methods, found here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent