topic Re: Mobile Network State Disconnected in Get Support

Mobile Network State Disconnected

joseemgagne — Wed, 05 Jan 2022 16:57:42 GMT

I have not been able to make any calls for 5 days now. We do live in a rural eastern ontario and sometimes when really bad weather occured calls would cut out but we've never experienced not being able to make calls at all for days on end. I've had public mobile for 2 years and have always had the same cell phone and had good advice. I've tried a lot of different things and just noticed that my network state says disconnected. Any help or suggestions would be greatly appreciated.

Re: Mobile Network State Disconnected

BearFBI — Mon, 18 May 2020 13:19:10 GMT

@joseemgagne Is anyone else experiencing cell issues ? Can you make texts ? In the meantime If you have an android phone download Google hangouts and hangouts dialer and set your phone # to dial out. You can call over wifi through hangouts and it will show your number. The cell tower could have been damaged. Are there any other towers in your area ? Try to get close to them and connect.

Re: Mobile Network State Disconnected

kselmak — Mon, 18 May 2020 13:23:21 GMT

What is your status when you login to your selfserve?

Can you try testing it in another phone?

Thanks

Re: Mobile Network State Disconnected

gblackma — Mon, 18 May 2020 13:31:02 GMT

Log into your self service account and see if its suspended @joseemgagne if it isn't, first check to see if there is an outage https://www.telus.com/en/bc/outages

If there isn't try manually selecting PM as your network and restart your phone. Wait 30 seconds and restart it.

If this doesn't work try the lost stolen trick. From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.

If your service still isn't working properly then contact a moderator and ask them to reset your SIM. Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one (CLICK on "Account specific question" and "No I want a human" and "Submit a ticket Click me!")
Once connected, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there. Once it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue.
If you need to, you can also enable email notification to receive a private message notification sent to your email. Go to your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Stay safe.

Re: Mobile Network State Disconnected

joseemgagne — Mon, 18 May 2020 13:31:39 GMT

Thanks for the Google Hangout tip.

I believe there is only one cell tower in the area. My husband has public mobile also and is experiencing the same issues as I am. Other cell providers work at our house.

Re: Mobile Network State Disconnected

Anonymous — Mon, 18 May 2020 13:36:45 GMT

@joseemgagne

I'm about 13km from the nearest tower. My services are fine on 3 accounts and 3 other devices on Telus.

Just make sure your accounts are fine to start.

Re: Mobile Network State Disconnected

will13am — Mon, 18 May 2020 13:40:44 GMT

@joseemgagne wrote:
Thanks for the Google Hangout tip.
I believe there is only one cell tower in the area. My husband has public mobile also and is experiencing the same issues as I am. Other cell providers work at our house.

This is likely an indication that the one tower is down. You mentioned mobile network state is disconnected. This happens when you are connected to WiFi. If you are connected to the network and WiFi is not connected, this status will change to connected. So, it is an indicator of where data is coming from, either WiFi or mobile network. The service state is an indicator of whether there is a connection to the network. If you are running an android phone, I suggest installing network cell info lite. This app will give you some geeky information of whether you are connected to a cell tower, the strength of the connection, etc. This can help with troubleshooting. Hope this helps. Good luck.

Re: Mobile Network State Disconnected

joseemgagne — Mon, 18 May 2020 14:04:14 GMT

When I log into my public mobile account, my account is active.

Re: Mobile Network State Disconnected

BearFBI — Mon, 18 May 2020 14:25:31 GMT

@joseemgagne wrote:
When I log into my public mobile account, my account is active.

@joseemgagne Good so it does not seem to be a problem with your account. It could just be the cell tower. it kinda sucks that thats your closest tower. Try to call TELUS support. Tell them that you are on their flanker brand Public Mobile and that you and everyone else on Public is experiencing a outage. You can use hangouts or any mobile wifi calling app like textnow to call them. Its weird because Telus usually picks an outage up fast.

In the end when you get it working i would buy a cell booster if you dont already have one. Here is one from amazon that seems to work with Public mobile's Frequencies. I would double check before you buy it.

https://www.amazon.ca/Tri-Band-Booster-Repeater-Directional-Antenna-Boost/dp/B07NPM3YH4/ref=sr_1_1_sspa?keywords=Cell+booster&qid=1589811571&s=electronics&sr=1-1-spons&psc=1&spLa=ZW5jcnlwdGVkUXVhbGlmaWVyPUFEVUpLRTFTRjU5TVEmZW5jcnlwdGVkSWQ9QTA5NjE3ODdOOEJNMFRYNlREWEsmZW5jcnlwdGVkQWRJZD1BMDE3MDQ2MTMxTlo3OFQzRU9LSjQmd2lkZ2V0TmFtZT1zcF9hdGYmYWN0aW9uPWNsaWNrUmVkaXJlY3QmZG9Ob3RMb2dDbGljaz10cnVl

Re: Mobile Network State Disconnected

98325007 — Mon, 18 May 2020 14:27:34 GMT

I have the same problem. When I try to make a call, it says I’m not registered on the network.

Re: Mobile Network State Disconnected

BearFBI — Mon, 18 May 2020 14:32:56 GMT

@98325007 wrote:
I have the same problem. When I try to make a call, it says I’m not registered on the network.

@98325007 Are you located in a rural area too ? Do you happen to always have bad reception ?.

Re: Mobile Network State Disconnected

joseemgagne — Mon, 18 May 2020 14:32:04 GMT

When I turn off my wifi my network state still says disconnected.

Re: Mobile Network State Disconnected

98325007 — Mon, 18 May 2020 14:33:49 GMT

No, I am in Montreal. Reception is good, just doesn’t seem to be able to connect to the network. My account also says Active.

Re: Mobile Network State Disconnected

BearFBI — Mon, 18 May 2020 14:39:30 GMT

@98325007 That seems ood. I can make calls no problem. I can understand how @joseemgagne has a problem as he lives in a rural area. It could be a coincidence that both your towers are down in your area.

Re: Mobile Network State Disconnected

gblackma — Mon, 18 May 2020 14:39:41 GMT

@98325007 , @joseemgagne did you use the Telus link to see if there is an outage in your area? https://www.telus.com/en/bc/outages Thanks.

Re: Mobile Network State Disconnected

98325007 — Mon, 18 May 2020 14:39:53 GMT

APN settings??

Re: Mobile Network State Disconnected

gblackma — Mon, 18 May 2020 14:43:34 GMT

@98325007 and @joseemgagne what's the make and model of your phones? And @joseemgagne , include your husbands too. Thanks

Re: Mobile Network State Disconnected

Naepalm — Mon, 18 May 2020 14:43:27 GMT

@98325007 have you recently changed phones or started on the Public Mobile network?

Many times the issues is either due to a recent port has not finished, settings in your phone are not set properly.

Try turning your phone off then taking out your SIM card. Then insert your SIM card again then turn your phone back on.

Re: Mobile Network State Disconnected

98325007 — Mon, 18 May 2020 14:45:25 GMT

Mine is a Samsung Notes 9. Purchased last December, and connected only to Public Mobile since. Never had this problem before.

Re: Mobile Network State Disconnected

98325007 — Mon, 18 May 2020 14:46:47 GMT

Yes, I did try re-boot, and removing and re-installing the SIM card. No change.