topic Re: Unable to make or receive calls (but have access to text and mobile internet) in Get Support

Unable to make or receive calls (but have access to text and mobile internet)

Thom20 — Wed, 05 Jan 2022 20:50:48 GMT

Hey I just signed up to PM a couple days ago. Like the Subject says I can't make or receive calls.

I'm using a galaxy s8.

The phone is detecting Public Mobile as the carrier on the top left. It's telling me I have full bars for the service.

I can make and receive texts. And I can use mobile internet just fine.

For calling when I try to call it'll hang on "calling" for about 10 seconds and then just close the call. When receiving calls it'll let me pick it up but then instantly hang up the second I answer.

I've tried doing the standard reboots after inserting the sim and trying the different connection types for the mobile network.

Any help getting this working would be greatly appreciated!

Re: Unable to make or receive calls (but have access to text and mobile internet)

JoyLuck — Wed, 21 Oct 2020 20:54:29 GMT

@Thom20

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

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 the Moderator Team. Choose the question mark ? in the lower right hand corner and follow the prompts.

Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Unable to make or receive calls (but have access to text and mobile internet)

Thom20 — Wed, 21 Oct 2020 21:00:29 GMT

Thanks Joy! I'll try to contact them.

Re: Unable to make or receive calls (but have access to text and mobile internet)

kb_mv — Wed, 21 Oct 2020 21:05:52 GMT

@Thom20 It sounds like you are porting or bringing you old number in. A stuck port is likely, unless you are coming from a landline or VOIP which can take up to 7 days. As indicated by @JoyLuck , the moderators can help sort you out.

Re: Unable to make or receive calls (but have access to text and mobile internet)

Helpershelper — Wed, 21 Oct 2020 21:49:28 GMT

@Thom20

It seems like it did not properly go through. In any case, you will need to send a private message to the Moderator_Team with your account info.

you will be asked for 1) Your account number and 2) Your PIN number

Re: Unable to make or receive calls (but have access to text and mobile internet)

gpixel — Fri, 23 Oct 2020 17:45:15 GMT

@Thom20 check to see if "call barring" is enabled

open your dialer app
tap on the three dots in the upper right corner
tap settings>more settings>call barring>voice call
make sure they are all disabled

Re: Unable to make or receive calls (but have access to text and mobile internet)

darlicious — Thu, 22 Oct 2020 08:24:48 GMT

@Helpershelper

The moderators do not ask you for your account #. This would be a red flag for me. If you are porting a number in then they require the account # of your previous provider, the phone number to be ported in from that account and the name on the account.

If it's for pm account verification then you should supply the moderators with the full name and address on the account, email, phone # and pin#. If you cannot remember the pin # then supplying other (3 minimum) identifiers from your account are in order such as your d.o.b. or alternate ph # (if any.)

Re: Unable to make or receive calls (but have access to text and mobile internet)

Thom20 — Thu, 22 Oct 2020 12:27:32 GMT

Hey Gpixel4, I've tried that method as well. It didn't fix it.

Re: Unable to make or receive calls (but have access to text and mobile internet)

darlicious — Thu, 22 Oct 2020 12:59:43 GMT

@Thom20

Have you tried using the pm sim card in another phone? If you still dont have calling then your sim did not provision correctly. Only the moderators can fix this.....but you could try suspending your service using lost stolen in your account. Log out. Wait 1 min. Log in . Resume service by reporting it found. Log out. Reboot phone. If it doesnt work you'll have to wait for a moderator.

Re: Unable to make or receive calls (but have access to text and mobile internet)

Thom20 — Thu, 22 Oct 2020 15:24:27 GMT

@darlicious
It does work on a different phone.
It's the strangest thing. I can call my wifes phone and it'll ring but when she picks up it'll instantly disconnect the call. Same thing happens in reverse when she calls me, I'll see it coming in but when I pick up it ends the call.
And I'm sure it's a different type of connection but I do still have full access to texts and mobile internet. It's just the calls that are having problems.

Re: Unable to make or receive calls (but have access to text and mobile internet)

darlicious — Thu, 22 Oct 2020 15:56:21 GMT

@Thom20

Have you tried turning airplane mode on for a minute? It could be as simple as a poor connection tion.

Re: Unable to make or receive calls (but have access to text and mobile internet)

darlicious — Thu, 22 Oct 2020 16:18:06 GMT

@Thom20

If airplane mode doesn't work try making calls in safe mode if you can do that then you just have to weed out which third party app is causing the problem.

Turn the device off.
Press and hold the Power key past the model name screen.
When “SAMSUNG” appears on the screen, release the Power key.
Immediately after releasing the Power key, press and hold the Volume down key.
Continue to hold the Volume down key until the device finishes restarting.
Safe mode will display in the bottom left corner of the screen.
Release the Volume down key when you see Safe Mode.

If you still get calls disconnecting try clearing your cache partition.

Re: Unable to make or receive calls (but have access to text and mobile internet)

Thom20 — Fri, 23 Oct 2020 01:44:42 GMT

@darlicious Thanks for the suggestions. I tried the airplane mode thing, tried safe mode, and tried clearing the phone cache. They didn't fix it unfortunately.

I've also completely factory reset the phone so there's no new apps currently on it.

Re: Unable to make or receive calls (but have access to text and mobile internet)

darlicious — Fri, 23 Oct 2020 02:09:33 GMT

@Thom20

Try dialing *#31#.....i dunno this might work?

Re: Unable to make or receive calls (but have access to text and mobile internet)

Thom20 — Fri, 23 Oct 2020 13:18:22 GMT

@darlicious

Nothing happens when I type that code. It's just for hiding your number from people you're calling. I appreciate the help though!

I'm starting to wonder if there's something wrong with the antenna of the phone now. Though the last repair place I went to claimed the antenna was fine. Might need a second opinion.

Re: Unable to make or receive calls (but have access to text and mobile internet)

computergeek541 — Sat, 24 Oct 2020 02:47:03 GMT

@Thom20 wrote:
@darlicious
Nothing happens when I type that code. It's just for hiding your number from people you're calling. I appreciate the help though!
I'm starting to wonder if there's something wrong with the antenna of the phone now. Though the last repair place I went to claimed the antenna was fine. Might need a second opinion.

If anything, the use of #31# could cause more problems by preventing you from reaching people because some have their phones set to automatically refuse such phone calls.

Re: Unable to make or receive calls (but have access to text and mobile internet)

darlicious — Sat, 24 Oct 2020 04:46:22 GMT

@Thom20

Whoops sorry that was obviously a bad suggestion from another forum! Hopefully you'll find an answer soon but it appears its a hardware issue with your phone. Do you have a similar problem when using a calling app using voip? Messenger? Skype?

Re: Unable to make or receive calls (but have access to text and mobile internet)

Nezgar — Sat, 24 Oct 2020 05:41:23 GMT

@darlicious wrote:
@Thom20
Try dialing *#31#.....i dunno this might work?

I think you must have meant codes to reset any inadvertent forwarding, *#31# is to "view" your current outgoing caller ID block setting...

##21# - reset any unconditional forwarding

##004# - reset any conditional forwarding

That still doesn't explain why @Thom20 can't make outgoing calls though, unless out of minutes on the $15 plan? or.....

@Thom20- can you confirm the exact model of Galaxy S8 you have? The symptoms you describe match the behaviour of an import phone that doesn't support Public Mobile's 3G bands which are mandatory for calls in Canada. With Public Mobile, data & texting use LTE or 3G (WCDMA/HSPA), but 3G is required for calls on 800/1900mhz. It's possible your phone only supports 900/1800Mhz 3g...

Re: Unable to make or receive calls (but have access to text and mobile internet)

Anonymous — Sat, 24 Oct 2020 05:30:58 GMT

@Nezgar wrote:
With Public Mobile, data & texting can use LTE, but 3G (WCDMA/HSPA) is required for calls on 850/1900mhz. It's possible your phone only supports 900/1800Mhz 3g...

Fixed it for ya. 🙂

Re: Unable to make or receive calls (but have access to text and mobile internet)

darlicious — Sat, 24 Oct 2020 05:46:01 GMT

@Nezgar

The problem @Thom20 is having is calls immediately dropping when calling out or answering vs not being able to call at all.