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jewelled-roses
Good Citizen / Bon Citoyen

Calls not receiving

Please note - I've been a PM customer for over a year now and have not made any changes to my account. Everything worked fine up until today. 

 

90% of my incoming calls are going straight to voicemail today. I had 3 calls come through successfully today, but the rest don't register as incoming, they are not in my call history, and they go straight to voicemail. This is a major problem, as I'm a recruiter and have clients and candidates calling me all day.

 

Also, my family member in the same house is a Public Mobile member and she also is not receiving calls today, they go right to voicemail. 

 

We both can make outgoing calls no problem and we can text, it's just receiving them as of today. 

 

Is anyone else having problems today? It's not a Do Not Disturb issue, phone, or a SIM issue, this is two separate phones and accounts.


Accepted Solutions
fwiggy
Good Citizen / Bon Citoyen

Re: Calls not receiving

 Hi all,

Another update - the issue seems to be resolved 🙂

A PM support person followed up with me today - their engineers had been working to resolve the problem and notified them today it had been fixed.

PM had me switch my network back to include LTE and called me, and the call came though regularly on my end. We tried a couple calls and they worked - that being said, I haven't tested this with anyone else.

So if you haven't already, try switching back to LTE and see if your calls come though 🙂

View solution in original post


All Replies
esjliv
Mayor / Maire

Re: Calls not receiving


@jewelled-roses wrote:

Please note - I've been a PM customer for over a year now and have not made any changes to my account. Everything worked fine up until today. 

 

90% of my incoming calls are going straight to voicemail today. I had 3 calls come through successfully today, but the rest don't register as incoming, they are not in my call history, and they go straight to voicemail. This is a major problem, as I'm a recruiter and have clients and candidates calling me all day.

 

Also, my family member in the same house is a Public Mobile member and she also is not receiving calls today, they go right to voicemail. 

 

We both can make outgoing calls no problem and we can text, it's just receiving them as of today. 

 

Is anyone else having problems today? It's not a Do Not Disturb issue, phone, or a SIM issue, this is two separate phones and accounts.


 

@jewelled-roses normally, I would list a few things to try, ah heck, I will anyway...

Try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reset network settings

 

 

Since you are having issues on 2 accounts...and I recall someone else today saying something about this same issue?

 

So, if I were you, I would inquire with the Public Mobile Moderators to check on your accounts.

 

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

 

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

 

OR

 

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

hTideGnow
Mayor / Maire

Re: Calls not receiving

not sure if it is a PM  issue today.  there seems to be couple posts with the same issue last day or two

 

But try to Reseat your SIM (power down, take SIM out, wipe it clean, put it back and power up)

 

If still fails, try to set the Network to "3G only" and see if it helps.

 

If it still fails,  you can wait couple days and see if it improves.  As I said, it seems there are couple posts about this last day or two.

 

Or you can  open a ticket with Mod to confirm if any issue on the backend:

 

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot , then type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.


2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

BKNS27
Town Hero / Héro de la Ville

Re: Calls not receiving

@jewelled-roses 

As noted by @hTideGnow, this seems to be the same issue posted recently.

I think there might be a glitch on the receive calling.

Check with a PM moderator.

darlicious
Mayor / Maire

Re: Calls not receiving

@BKNS27

I agree this issue is almost always a porting issue but we seem to be having a couple or more a day in the past week.

gpixel4
Mayor / Maire

Re: Calls not receiving

 
fwiggy
Good Citizen / Bon Citoyen

Re: Calls not receiving

Hi there,

My husband and i are both experiencing the same issue, since yesterday. Calls go straight to voicemail, no ringing, doesn't show up in call history. Not an issue with DND, and we both have different phones (Blackberry and Samsung), and different PM accounts. We've been PM customers for a few years, and haven't made any changes to our account.

 

No issue with texts or outgoing calls.

 

I will be checking with a moderator today to try and get fixed, but just wanted to let other ppl know this does seem to be affecting a range of customers.

softech
Mayor / Maire

Re: Calls not receiving

@fwiggy  Seems like it has been an issue for PM for the last couple days.

 

Try changing the network to 3G.  I heard people with some success after changing to 3G.

 

Also, kindly let us know what mod said, would like to know what's wrong, too.

 

thanks

 

fwiggy
Good Citizen / Bon Citoyen

Re: Calls not receiving

The switch to 3G has worked for both our phones - thanks @softech ! I will definitely post what the mod says once i find out what's going on 🙂

z10user4
Mayor / Maire

Re: Calls not receiving

I just tried my couple numbers. One rang through. The other did not. It landed in voicemail. I tried again. I got some recording that I missed. I tried again and it rang through fine. Intermittents are the worst.

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