topic Re: Calling does not work- both incoming and outgoing in Get Support

Calling does not work- both incoming and outgoing

ThrillsStudio — Thu, 06 Jan 2022 07:19:14 GMT

I am not able to make calls or receive calls.

Texts work though.

How to solve this problem?

Thanks

Re: Calling does not work- both incoming and outgoing

computergeek541 — Tue, 16 Mar 2021 14:34:54 GMT

@ThrillsStudio wrote:
I am not able to make calls or receive calls.
Texts work though.
How to solve this problem?

Are you on a $10 plan that only includes 50 minutes total in both directions? Also, is this somethigng that has just occured or are you a new customers and phoen calls have never worked?

Re: Calling does not work- both incoming and outgoing

ThrillsStudio — Tue, 16 Mar 2021 14:36:38 GMT

I am on a $15 plan.

Yes, the calling used to work but I am not sure when it stopped working as being home most of the time was not using calling much.

Re: Calling does not work- both incoming and outgoing

computergeek541 — Tue, 16 Mar 2021 14:47:34 GMT

@ThrillsStudio wrote:
I am on a $15 plan.
Yes, the calling used to work but I am not sure when it stopped working as being home most of the time was not using calling much.

I'm going to assume that you are on the version of the $15 plan that includes unlimited incoming calls. It's not likely, but it's possible to accidently set the phone to LTE-only on some devices. If that has been done, phone calls will not be possible as Public Mobile does not support VoLTE. Since text messaging is working, you're plan definitely isn't suspended. I would try restarting your phone and check your network type setting. If that doesn't work, I would then open a ticket by going to: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Calling does not work- both incoming and outgoing

will13am — Tue, 16 Mar 2021 14:48:12 GMT

@ThrillsStudio wrote:
I am on a $15 plan.
Yes, the calling used to work but I am not sure when it stopped working as being home most of the time was not using calling much.

Could it be a phone problem? Try deleting the phone apk cache and restarting the phone. BTW, when you say calling does not work, what happens when you are called? Does the call go straight to voicemail?

Re: Calling does not work- both incoming and outgoing

will13am — Tue, 16 Mar 2021 14:49:07 GMT

@computergeek541 wrote:
@ThrillsStudio wrote:
I am on a $15 plan.
Yes, the calling used to work but I am not sure when it stopped working as being home most of the time was not using calling much.

I'm going to assume that you are on the version of the $15 plan that includes unlimited incoming calls. It's not likely, but it's possible to accidently set the phone to LTE-only on some devices. If that has been done, phone calls will not be possible as Public Mobile does not support VoLTE. Since text messaging is working, you're plan definitely isn't suspended. I would try restarting your phone and check your network type setting. If that doesn't work, I would then open a ticket by going to: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

There is no such thing as LTE only option. It is always LTE preferred.

Re: Calling does not work- both incoming and outgoing

computergeek541 — Tue, 16 Mar 2021 14:54:17 GMT

@will13am wrote:
@computergeek541 wrote:
@ThrillsStudio wrote:
I am on a $15 plan.
Yes, the calling used to work but I am not sure when it stopped working as being home most of the time was not using calling much.

I'm going to assume that you are on the version of the $15 plan that includes unlimited incoming calls. It's not likely, but it's possible to accidently set the phone to LTE-only on some devices. If that has been done, phone calls will not be possible as Public Mobile does not support VoLTE. Since text messaging is working, you're plan definitely isn't suspended. I would try restarting your phone and check your network type setting. If that doesn't work, I would then open a ticket by going to: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
There is no such thing as LTE only option. It is always LTE preferred.

Yes, it's LTE preferred in the regular menus on current models, but there is an LTE-only option in Android special code hidden menu that works on some devices. I know this because this is how I tested and confirmed that text message do in fact go through on LTE (or HSPA).

Re: Calling does not work- both incoming and outgoing

ThrillsStudio — Tue, 16 Mar 2021 14:55:15 GMT

I have tried restarting the phone and I am on iPhone.

It is not on LTE only mode.

Re: Calling does not work- both incoming and outgoing

Meow — Tue, 16 Mar 2021 14:58:11 GMT

Did you try your SIM on any other phone?

What might work is to reset your phone to factory default but that will be a major pain if you have your environment set to your liking and have quite a few apps installed.

Re: Calling does not work- both incoming and outgoing

hairbag1 — Tue, 16 Mar 2021 15:21:54 GMT

@ThrillsStudio....

cycle the Airplane Mode on / off. Does that help ?

Re: Calling does not work- both incoming and outgoing

ThrillsStudio — Tue, 16 Mar 2021 15:23:53 GMT

Have tried that.

It doesnt help.

Re: Calling does not work- both incoming and outgoing

hairbag1 — Tue, 16 Mar 2021 15:26:14 GMT

@ThrillsStudio wrote:
Have tried that.
It doesnt help.

Re: Calling does not work- both incoming and outgoing

Anonymous — Tue, 16 Mar 2021 15:33:33 GMT

@ThrillsStudio : Can you post a screenshot of your overview page. Blank out personal info of course. Even just the left side of things below all the header stuff.

Re: Calling does not work- both incoming and outgoing

ThrillsStudio — Tue, 16 Mar 2021 15:40:46 GMT

Status is active.

I have opened a ticket with them.

Re: Calling does not work- both incoming and outgoing

AE_Collector — Tue, 16 Mar 2021 15:49:36 GMT

Data and text are both working, just not voice in or out? You aren’t in Manitoba are you?

AE_Collector

Re: Calling does not work- both incoming and outgoing

HALIMACS — Tue, 16 Mar 2021 15:59:01 GMT

@ThrillsStudio

Try this troubleshooter: ( some items may be redundant or you may have already tried)

Make sure airplane mode is off
Power OFF your device, wait 1 minute, turn on and check for signal bars
Check on account self-serve that your account status is Active
Check that SIM card number in your device matches what is registered on the account - this requires moderator assistance.
Make sure the device is not locked to a different carrier.
Make sure you’re in a covered area and there are no cellular outages
Change Wi-Fi calling preferences to Cellular Preferred or Cellular Only
Set network mode to Auto
Reset network settings
Update device software to latest version
Perform a manual network selection

Re: Calling does not work- both incoming and outgoing

ThrillsStudio — Tue, 16 Mar 2021 16:02:14 GMT

yes, Data and text working.

I am in GTA

Re: Calling does not work- both incoming and outgoing

ThrillsStudio — Tue, 16 Mar 2021 16:06:07 GMT

Thanks.

Most of the things tried.

Trying to update iOS now.

Re: Calling does not work- both incoming and outgoing

Luddite — Tue, 16 Mar 2021 16:51:33 GMT

@ThrillsStudio If you are on the original $15 plan it had restricted incoming/outgoing calls. Otherwise, I think it's time to open a trouble ticket.

To tide yourself over, get the Fongo or TextNow app for free calling/texting on wifi. It's an excellent backup for these situations.

Re: Calling does not work- both incoming and outgoing

ThrillsStudio — Tue, 16 Mar 2021 16:54:06 GMT

yes, I hv opened the ticket.

Thanks for the advice.