topic Re: cannot connect in Get Support

cannot connect

joehickey — Tue, 04 Jan 2022 10:14:27 GMT

no one in my houshold can send or recieve calls there are no alerts for my area. what can I do ?

Re: cannot connect

Anonymous — Wed, 10 Nov 2021 17:39:04 GMT

@joehickey

can you 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,

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,

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

if you can't fix it you need to Contact Customer Support Agent by CS_Agent, and 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,

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Good Luck....

Re: cannot connect

hTideGnow — Wed, 10 Nov 2021 17:39:50 GMT

@joehickey which area you are at? City and province?

so, you have no service at all? calls? data?

does the screen showing no network?

you try reboot the phones?

did you try to change the network to 3G only and see if it works?

Re: cannot connect

darlicious — Wed, 10 Nov 2021 17:54:48 GMT

@joehickey

If you have already checked for outages in your area then the suggestion to switch to the 3G only network on your phone(s) will likely solve this temporary issue.

All of the major mobile providers are upgrading equipment on their cell towers. As a result there are are delays switching from the 4G LTE to the 3G network for calls (pm uses the 3G network only for voice calls). When this delay is more than a second or two incoming calling will default to voicemail and outgoing calling will often fail.

If after switching this still doesn't solve the issue then we can troubleshoot a little more to see if we can identify the issue. Otherwise this should only last a couple of weeks at the most. Periodically switch back to 4G LTE/3G/2G autoconnect setting to see if the problem persists. Once calling returns without an issue you can stay on the autoconnect setting.

Re: cannot connect

joehickey — Fri, 12 Nov 2021 10:17:56 GMT

I do not have the option of switching to 3g.

my network is lte/wcdma/gsm

Re: cannot connect

darlicious — Fri, 12 Nov 2021 10:21:34 GMT

@joehickey

Are you still having the calling issue? You do have 3G its the WCDMA network.

Re: cannot connect

joehickey — Fri, 12 Nov 2021 10:21:53 GMT

The service is available a few hundred meters away, but not at my house. I have had this service for more than a year with no issues. Till now

Re: cannot connect

joehickey — Fri, 12 Nov 2021 10:22:55 GMT

That option is not available.

Re: cannot connect

joehickey — Fri, 12 Nov 2021 10:24:45 GMT

OK. Im an old man, not phone savvy.

Re: cannot connect

darlicious — Fri, 12 Nov 2021 10:24:47 GMT

@joehickey

What is the make and model of your phone?

Re: cannot connect

darlicious — Fri, 12 Nov 2021 10:28:10 GMT

@joehickey

That's ok nor was I when I started here....with a flip phone. The make and model will make it easier for me to guide you thru your settings so you can change it to 3G/WCDMA network only.

Re: cannot connect

darlicious — Fri, 12 Nov 2021 10:48:42 GMT

@joehickey

Ok let's see what I have in the vault....oops these are a little out of order but your phone should be similar.....

Got to your settings and tap Connections. (Bottom right photo)
Choose Mobile networks. (Top left photo)
Choose network mode yours lists LTE/WCDMA/GSM. (Bottom left photo)
Tap the network mode and choose WCDMA only. (Top right photo)
FYI...4G=LTE/3G=WCDMA/2G=GSM
Data and texts work on the 4G LTE network. Calls only work on the 3G/WCDMA network (at public mobile) but data and texts will also still work on the 3G/WCDMA network. So you can safely switch to it and still be able to use all of your services.

Re: cannot connect

joehickey — Fri, 12 Nov 2021 10:45:40 GMT

There are two phones in my house. One is a Samsung flip phone, my wifes, really old but was working until a few days ago. Mine is a Samsung GalaxyA10e

Re: cannot connect

joehickey — Fri, 12 Nov 2021 10:49:03 GMT

My phone tells me I’m not registered for that network

Re: cannot connect

darlicious — Fri, 12 Nov 2021 10:52:46 GMT

@joehickey

With your phone follow my instructions....it should be fairly similar to my Samsung A3 pictured.

The flip phone I will do a little digging....can you see the model #. You may have to take the battery out and look there....do not give me the IMEI number that is to be kept to yourselves for security reasons.

Re: cannot connect

darlicious — Fri, 12 Nov 2021 10:54:56 GMT

@joehickey

Hmmm...a little more digging you must be if you have gotten calls on your phone.

Re: cannot connect

darlicious — Fri, 12 Nov 2021 11:10:33 GMT

@joehickey

So when you walk a few hundred metres over does both your and your wife's phone work? Send and recieve calls? When you are at home can you still access mobile data and send and recieve texts?

Re: cannot connect

esjliv — Fri, 12 Nov 2021 11:51:45 GMT

@joehickey wrote:
no one in my household can send or receive calls there are no alerts for my area. what can I do ?

@joehickey

Are you and your wife existing customers that service just went out all of a sudden?

OR, did you both recently activate with Public Mobile?

Some network troubleshooting below sometimes does the trick:

*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 on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

*manually select the 3G/WCDMA network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

Re: cannot connect

t_p — Fri, 12 Nov 2021 12:11:50 GMT

@joehickey wrote:
There are two phones in my house. One is a Samsung flip phone, my wifes, really old but was working until a few days ago. Mine is a Samsung GalaxyA10e

@joehickey

For your Galaxy A10, you can check this page for the settings if it's clearer for you:

Switch between 3G/4G - Samsung Galaxy A10 - Android 9.0 - Device Guides (helpforsmartphone.com)

Re: cannot connect

hTideGnow — Fri, 12 Nov 2021 14:06:22 GMT

@joehickey wrote:
My phone tells me I’m not registered for that network

@joehickey

so, even phone calls not working?

Did you login to My Account and confirm what is show as the Account Status? Please check if it is showing Active

If it is Active, try to go back to your phone and reseat the SIM. Power down the phone first, then take the sim out and wipe it. Put it back after a minute and power up

You need to confirm it is NOT showing SIM not registered anymore before testing futrher.