topic Re: Public Mobile Issues? in Get Support

Public Mobile Issues?

toledolinda — Thu, 06 Jan 2022 07:49:36 GMT

Hi all,

Just wanted to ask if there are any issues with PM today? Cannot use anything, account is all paid up so nothing to do with payment.

Tried all the - shut down, reboot, airplane mode, sim out, and still nothing.

Checked the area nothing showing an outage,

Please advise

Thanks. Linda

update : ** I can send and receive texts but nothing else works **

Re: Public Mobile Issues?

Triguy — Fri, 04 Jun 2021 11:44:52 GMT

Try swapping your sim and if you have another phone then try putting in it to see if it works. If that does not work then try a network reset.

Re: Public Mobile Issues?

Dtack — Fri, 04 Jun 2021 11:45:08 GMT

Everything seems to be working here (Manitoba). I would try airplane mode and then shut down and try again and see if it does anything for you.

Re: Public Mobile Issues?

toledolinda — Fri, 04 Jun 2021 11:58:44 GMT

I don't have another phone to swap only the one.

What's a network reset? Never heard of this before.

Re: Public Mobile Issues?

toledolinda — Fri, 04 Jun 2021 11:59:23 GMT

already tried this about 3 times now. Tried many different ways and still nothing.

Re: Public Mobile Issues?

Dunkman — Fri, 04 Jun 2021 12:23:12 GMT

@toledolinda

@toledolinda wrote:
I don't have another phone to swap only the one.

What's a network reset? Never heard of this before.

Network resets the phone connections to Wifi, bluetooth, etc.

Here is some more information:

https://www.howtogeek.com/710873/how-to-reset-network-settings-on-android/

Which plan are you on? Model phone?

Re: Public Mobile Issues?

toledolinda — Fri, 04 Jun 2021 12:27:07 GMT

I will try this what you sent.

I have an Samsung A70, never had any issues until today. 😞

Re: Public Mobile Issues?

softech — Fri, 04 Jun 2021 12:28:33 GMT

@toledolinda no incoming calls or outgoing callings? What recording you hear when you try outgoing calls? And all incoming calls going to voicemail?

how many bars for the signal you see on top of the screen ? Is it showing Public Mobile ?

Which PM plan do you have ?

Also, did you try forcing the network to 3G instead of Automatic ?

Re: Public Mobile Issues?

toledolinda — Fri, 04 Jun 2021 12:34:19 GMT

no incoming calls or outgoing callings? (none - nothing)

What recording you hear when you try outgoing calls? And all incoming calls going to voicemail? (no recording nothing going anywhere, just air)

how many bars for the signal you see on top of the screen ? Is it showing Public Mobile ? (see picture attached)

Which PM plan do you have ? (the $50 plan 10gb)

Also, did you try forcing the network to 3G instead of Automatic ? (never heard of this

Re: Public Mobile Issues?

softech — Fri, 04 Jun 2021 12:43:18 GMT

Try this to change the network to 3G only

https://www.helpforsmartphone.com/public/en/samsung/galaxy-a70/android-9-0/guides/24/Switch-between-3G-4G-Samsung-Galaxy-A70

After you changed that, try to make some calls

btw, did you try turning off Wifi and see if data works?

Re: Public Mobile Issues?

toledolinda — Fri, 04 Jun 2021 12:50:00 GMT

tried the reset and nothing, still cannot make calls or get calls.

I did turn wifi off and data works as I was able to load a web page, so it seems it's just an issue with calls in and out 😞

Re: Public Mobile Issues?

toledolinda — Fri, 04 Jun 2021 12:55:57 GMT

I don't have an option to choose 3G/4G only options appear ;

LTE/WCDMA/GSM (auto connect)

WCDMA/GSM (auto connect)

WCDMA only

GSM only

Re: Public Mobile Issues?

softech — Fri, 04 Jun 2021 12:57:05 GMT

It would be nice if you have another phone to test. If you can find a phone to test, you can find out for sure if it is a phone issue or if it is the network issue

Before you can find a phone, maybe you can still open a ticket for Mod to confirm on the backend. They need some time to reply you anyway. After you open the ticket, make sure you check back in the Community here, and check your inbox (The envelop icon on the top right)

To open ticket with Mod:

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot , then type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Public Mobile Issues?

softech — Fri, 04 Jun 2021 12:58:34 GMT

@toledolinda wrote:
I don't have an option to choose 3G/4G only options appear ;

LTE/WCDMA/GSM (auto connect)

WCDMA/GSM (auto connect)

WCDMA only

GSM only

You can try WCDMA only.

If that didn't work, you would want to change it back to LTE/WCDMA/GSM (auto connect) after

Re: Public Mobile Issues?

toledolinda — Fri, 04 Jun 2021 12:59:55 GMT

unfortunately this is the only phone that I have, I don't have any other phones in the house.

I would have to buy a phone to test. Not sure what else to do.

I have been with PM since Nov 2019 and never had an issue.

Re: Public Mobile Issues?

Dunkman — Fri, 04 Jun 2021 13:00:25 GMT

@toledolinda wrote:
I don't have an option to choose 3G/4G only options appear ;

LTE/WCDMA/GSM (auto connect)

WCDMA/GSM (auto connect)

WCDMA only

GSM only

@toledolinda

Try WCDMA only option.

Last resort would be a factory reset of phone (backup phone first)

Re: Public Mobile Issues?

softech — Fri, 04 Jun 2021 13:03:07 GMT

no need to buy a phone to test 🙂 See if you can get it from a friend if possible.

Anyway, open a ticket with Mod first.

Re: Public Mobile Issues?

toledolinda — Fri, 04 Jun 2021 13:03:44 GMT

I am not prepared for a factory reset, sorry but I have things which are hard to back up.

Everything else works, just the calling in and out. I can receive texts and send texts, data works.

Any idea what would make it stop working as I was on many calls yesterday?

Re: Public Mobile Issues?

Dunkman — Fri, 04 Jun 2021 13:07:03 GMT

@toledolinda wrote:
I am not prepared for a factory reset, sorry but I have things which are hard to back up.

Everything else works, just the calling in and out. I can receive texts and send texts, data works.

Any idea what would make it stop working as I was on many calls yesterday?

@toledolinda

Hard to say for sure: either a PM service issue versus hardware/setup issue. We can't test which option since you do not have access to another phone.

Contacting moderator would help determine whether PM service issue. It may take a few hours for moderator to respond though.

Re: Public Mobile Issues?

toledolinda — Fri, 04 Jun 2021 13:11:39 GMT

I have put in a request for a ticket. Hopefully it will get resolved, feels weird not being able to not use the phone for calls. 😞