Need help with my service plan

[karenblackmore3]

This morning I could text and call this evening I can't receive any texts or calls if somebody could help me with this I would really appreciate it

[darlicious]

@karenblackmore3 

Are you 100% sure you had incoming calling? Did you reply YES to the PAT (porting authorization text) when you ported your number in? If not you will have to put your old sim card back in your phone when you call the telus porting department. Try logging jnto your old account to see if you still have an active acount or check to see if your old sim card still works. These will confirm if you have completed the porting process.

[Anonymous]

@karenblackmore3 

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 

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

or and you can try to reset network settings and Changing APN,

Spoiler

How 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.

and do Rebooting your phone..

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...

[BlueB]

@karenblackmore3 

That is strange!  Here are a few other things you can try:

• Restart your phone - sometimes things get weird and restarting "resets" it on the network
• Put your SIM card in another phone to see if it works
• Log into Self Serve to make sure your account is in good order (or dial 611)

Otherwise I agree that opening a ticket with a CS Agent (staff) is a good idea.  Go through the SIMon chatbot (chat bubble, lower-right corner) or message them directly here but they still need to authenticate you separately.

Let us know how it goes!

[hTideGnow]

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@karenblackmore3 wrote:

Yes I did I joined a few days back everything was working until yesterday afternoon 

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@karenblackmore3 

So incoming calls was working before yesterday.  If so, there is no porting issue  as porting likely completed.

Did you try to put your SIM on another phone and just to confirm?  try it if you have a second phone around.  It might trigger a some provisioning again and it might help

if still fail, I think it is time to open ticket with PM. 

To open a ticket with Customer Support Agent, click on the Bubble or directly at : https://publicmobile.ca/chatbot
Do this to get to ticket open screen quicker:

Type "No incoming calls"

click "Yes"

click  "Troubleshoot my number transfer"

click "Continue troubleshooting"

click "Still not working"

click "contact us"

Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

If you still have problems submitting a ticket, you can also send a private message to CS_Agents (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[karenblackmore3]

Thank you I will do that have a wonderful day and thank you for all your help

[t_p]

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@karenblackmore3 wrote:

Thank you for replying I did change my number over I did everything that I was supposed to do my payment is not due until November and I got the $25 plan

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@karenblackmore3 I sent you a number to call to try resolving your porting issue.

If not successful, you may need to contact CS to restart the process.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[karenblackmore3]

Thank you for replying I did change my number over I did everything that I was supposed to do my payment is not due until November and I got the $25 plan

[karenblackmore3]

Yes I did I joined a few days back everything was working until yesterday afternoon and so I'm not sure how to fix the problem I had my number transferred I did all the stuff that I was supposed to do click the link to say that I wanted to transfer the number thank you for getting back to me so quickly so do you have any idea what else it could be cuz everything was working until yesterday afternoon I seem to be able to call out but nobody can call me or text me and my texts are not going out it says they're sent but they're not

[esjliv]

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@karenblackmore3 wrote:

This morning I could text and call this evening I can't receive any texts or calls if somebody could help me with this I would really appreciate it

---

@karenblackmore3 

Try some trouble-shooting:

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

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings

[darlicious]

@karenblackmore3 

What plan are you on? Was your renewal last night? Renewals have been running late with service suspensions often not happening til after noon for non payment. Can you log into your self serve account or call 611 to check your account status? You may have suffered an autopay failure and will have to make a manual payment to reactivate your plan and service.

[hTideGnow]

@karenblackmore3   did you just join PM yesterday or today?  was incoming calls ever work?

did you port your number from your previous provider?  If so, you did reply YES to a test from your old provider?  you need to reply it within 90 mins or the porting will fail.  Let us know and we can provide you a number to call for porting status.

[ShawnC13]

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@karenblackmore3 wrote:

This morning I could text and call this evening I can't receive any texts or calls if somebody could help me with this I would really appreciate it

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Can you provide a bit more info?  What plan are you on? When is your plan due to renew?

[JK8]

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@karenblackmore3 wrote:

This morning I could text and call this evening I can't receive any texts or calls if somebody could help me with this I would really appreciate it

---

Did you just port your number over to Public Mobile? Did you get a text from your previous provider for you to authorize the port? If not, you may need to initiate the port again. I can pm you the number to call if needed.