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phone is not ringing for incoming calls - going straight to voicemail

elanastacey
Good Citizen / Bon Citoyen

Hello,

Since yesterday my phone has not been ringing when I have an incoming call. It is going straight to voicemail. I am able to make outgoing calls. I've tried powering my phone off and the issue persists. I am receiving text alerts and there is not problem with the volume or sound. I am paid up on my account. Help!

1 ACCEPTED SOLUTION

Accepted Solutions

BeachNBeer
Deputy Mayor / Adjoint au Maire

@elanastacey  For all calls or just a particular number?

 

  • Check if do not disturbed is on
  • If just particular numbers check if you did not accidentally put them on the block list. In your phone app.
  • Check if you accidentally hit call forwarding
  • Turn off Bluetooth. Sometimes, your phone's Bluetooth connection can get confused and think it's connected to a device when, in fact, it's not. You might have experienced this when you turn off Bluetooth earbuds, and audio does not switch to the phone's speaker. Instead, all you hear is silence.
  • Take sim card out and then put it back in.

 

 

  •  

View solution in original post

16 REPLIES 16

Yummy
Mayor / Maire

Put your SIM into another phone. That should trigger re-provisioning of your SIM/account and that might resolve your issue.

If issue is still not resolved you will have to contact agent for assistance.

You are NOT alone. Many people have similar issue lately.

What is happening with PM service?

BeachNBeer
Deputy Mayor / Adjoint au Maire

@elanastacey  For all calls or just a particular number?

 

  • Check if do not disturbed is on
  • If just particular numbers check if you did not accidentally put them on the block list. In your phone app.
  • Check if you accidentally hit call forwarding
  • Turn off Bluetooth. Sometimes, your phone's Bluetooth connection can get confused and think it's connected to a device when, in fact, it's not. You might have experienced this when you turn off Bluetooth earbuds, and audio does not switch to the phone's speaker. Instead, all you hear is silence.
  • Take sim card out and then put it back in.

 

 

  •  

BKNS27
Mayor / Maire

@elanastacey 

It seems that the Telus outage is still affecting more customers.

Try powering off the phone, remove the SIM tray, reseat the SIM, wait 2 minutes, slide the tray back into the phone and power on the phone.

You can also try putting the SIM in another phone and follow the above instructions then put the SIM back in the original phone.

If that fails, contact a CS_Agent to refresh the network setting for your SIM.

JL9
Mayor / Maire

Best bet is if you have another phone doing the sun transfer.. Othersie you can try the various options in this thread but best option seems to be the swapping the sim to another phone and back again 

elanastacey
Good Citizen / Bon Citoyen

Thanks everyone. I should add, this is definitely not a DND or a bluetooth issue, or a blocked number issue. It is happening with all incoming calls. They go straight to VM.

 

I do not have a spare phone to put a SIM into. Can't I just pop the SIM out and pop it back in?

 

Outgoing calls are working fine.

 

I opened a ticket and the CSA said that this is an issue currently in BC (I live in Vancouver). My husband's phone is not having this issue and he is with public mobile as well.

elanastacey
Good Citizen / Bon Citoyen

I have checked all of the above and these are not the problems. The only thing I haven't done yet is the SIM card - will try that too.

 

elanastacey
Good Citizen / Bon Citoyen

sorry - somehow this post got accepted as a solution but it is not a solution at all! how can I reverse this?

70challenger
Great Citizen / Super Citoyen

We have four phones on PM and one is effected, in BC too. The above solution is definitely not a solution.

dust2dust
Model Citizen / Citoyen Modèle

Click on the symbol in the upper right of the post and remove solution or something like that.