Unable to receive calls

[SusanWilson]

Set up my mom on public on Tuesday. She can’t receive calls. We have done all the troubleshooting and still not working. 

any suggestions?

[Anonymous]

@SusanWilson 

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,  

and do again Rebooting your phone,

*what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

and you can try to reset network settings on an IPhone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit  Here link, 

and go Changing APN Settings On An IPhone

click Here link, 

How to reset network settings on an Android device

1. Open the Settings app on your Android.
2. Scroll to and tap either "General management" or "System," depending on what device you have.
3. Tap either "Reset" or "Reset options."
4. Tap the words "Reset network settings."

   or visit  Here link,

and go Changing APN Settings On Android device

click Here link,

Ensure you have the correct APN settings by visit Here link,

Select the brand and model of your phone, After doing so, you will be provided with the exact APNs required for your phone on our network.

or can you try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link 

or Here link 

for android visit Here link ,

and do Rebooting your phone 

This is quick and simple,

and if still not fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agent ,

Explain your issue to they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket 

Spoiler

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
• your account number, 
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

Good Luck..

[Dunkman]

@SusanWilson 

I started your own thread since your issue is unlikely due to the resolved wireless outage.  Please provide more information as described above.  

[hTideGnow]

@SusanWilson   was it just incoming calls she can not receive?

can she make outgoing calls?  how about data?

did you try to port her old  number into PM? if so, did you get a SMS from old provider and did you reply YES within 90 mins?

If you did porting and ONLY incoming call is an issue, it will be a porting stuck issue and not related with the outage.  Let us know and there is a number you can call to resolve the porting issue

[esjliv · Accepted solution]

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@SusanWilson wrote:

Set up my mom on public on Tuesday. She can’t receive calls. We have done all the troubleshooting and still not working. 

any suggestions?

---

@SusanWilson 

What trouble shooting have you tried? Since I am not sure of this, I will suggest some.

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

Incoming calls are usually the last to port over when transfer a number with providers.

Was she porting over a number?

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Porting your phone number from another cell provider it could take a few hours to complete the port.
Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

If you ported from a landline it could take up to 7 days to complete.

* Make sure you do not cancel your previous provider's services.

In case this was a cell phone, it should be completed by now.

Check your Private INBOX messages, I have sent you the TELUS Porting phone number.