topic Re: Calls go directly to voicemail when I call Public Mobile users in Get Support

Calls go directly to voicemail when I call Public Mobile users

Sam21 — Thu, 06 Jan 2022 08:48:44 GMT

Hi,
I am in London, ON, Canada. When I called my parents, who are Public Mobile users, the call went straight to their voicemails. The same thing happened to them when they called me.

However, when we call other phone numbers, such as Walmart or people who use another phone service (519)-..., I was able to call them normally. Plus, when I called my brother, who lives in Ottawa and he is a Public Mobile user, I successfully call him without being directed to voicemail right away.

My parents' phones and my phone did not turn on "Do not Disturb" mode, and I have also tried to shut down my phone and turn it on again but nothing works.

Can anyone help me, please? Is there something wrong with Public mobile in London?

Re: Calls go directly to voicemail when I call Public Mobile users

Meow — Sun, 17 Oct 2021 15:11:02 GMT

Could be some temporary outage in London, ON? Some service maintenance?

You can always check it here but not all intermittent outages are published:

https://www.telus.com/en/nt/outages?linktype=ge-footer

Re: Calls go directly to voicemail when I call Public Mobile users

t_p — Sun, 17 Oct 2021 15:19:52 GMT

@Sam21

Try putting your phone on 3G network.

The issue could be linked to infrastructure works by telcos in that area.

Re: Calls go directly to voicemail when I call Public Mobile users

Dunkman — Sun, 17 Oct 2021 15:18:16 GMT

@Sam21

A few users have had similar issues recently. Not sure about their physical location. Might be temporary reception issue.

You tried rebooting your phone.

Other troubleshooting advice:

Network reset of phone

Toggle airplane mode on and off.

Make sure that your phone did not accidently block your parents numbers and vice versa

Try to manually select 3G network for both you and your parents phone instead of LTE/auto connection. In some areas, the LTE connection is weaker or might be an issue with the LTE towers in your area.

Re: Calls go directly to voicemail when I call Public Mobile users

0PX9O4 — Sun, 17 Oct 2021 15:23:32 GMT

Second time within a couple weeks we've heard reports of troubles in London - wonder what's happening down there.

Re: Calls go directly to voicemail when I call Public Mobile users

pkaraa — Sun, 17 Oct 2021 15:26:33 GMT

would your parents be able to call other businesses or people in the area or outside?

msged my friends around that area, nothing reported.

Re: Calls go directly to voicemail when I call Public Mobile users

Sam21 — Sun, 17 Oct 2021 15:55:05 GMT

Hi,

I tried to switch my service from LTE to 3G. My parents' phone and mine are now right next to each other on our Ground floor.

I can call my brother, who lives in Ottawa and he is a Public Mobile user, but he couldn't call me, and I live in London ON.

Re: Calls go directly to voicemail when I call Public Mobile users

Sam21 — Sun, 17 Oct 2021 15:56:06 GMT

Hi @Dunkman

I tried to switch my service from LTE to 3G. My parents' phone and mine are now right next to each other on our Ground floor.

I can call my brother, who lives in Ottawa and he is a Public Mobile user, but he couldn't call me, and I live in London ON.

Re: Calls go directly to voicemail when I call Public Mobile users

softech — Sun, 17 Oct 2021 15:56:46 GMT

@Sam21 wrote:
Hi,

I tried to switch my service from LTE to 3G. My parents' phone and mine are now right next to each other on our Ground floor.

I can call my brother, who lives in Ottawa and he is a Public Mobile user, but he couldn't call me, and I live in London ON.

@Sam21 both you and your parent's phone can call out without issue?

try to re-seat your SIM as well (power off phone, take out sim for a minute better putting it back and power up)

Re: Calls go directly to voicemail when I call Public Mobile users

HRM — Sun, 17 Oct 2021 15:58:05 GMT

I wish I had an answer for this … my husband and I live in London, are both on public Mobile network, and our phones have not been ringing for the last couple of days. I have tried every possible check with my phone, done every possible fix, and nothing has helped.

Re: Calls go directly to voicemail when I call Public Mobile users

Dunkman — Sun, 17 Oct 2021 16:03:57 GMT

@Sam21 @HRM

Similar issues with customers in London ON this week.

https://productioncommunity.publicmobile.ca/t5/Using-Your-Service/london-ontario-area-service-problem/td-p/735052

Manually selecting 3G network helped in each of the cases. Might manually select 3G and then reboot phone.

Re: Calls go directly to voicemail when I call Public Mobile users

Sam21 — Sun, 17 Oct 2021 16:04:04 GMT

@softech Hi, I have tried that but it doesn't work as well. Thanks for the suggestions

Re: Calls go directly to voicemail when I call Public Mobile users

ShawnC13 — Sun, 17 Oct 2021 16:04:37 GMT

This seems to be happening A LOT in that area. This is probably the 4th thread I have read like this. There has to be some issue in that specific region. @J_PM can you take this back to your team and see why there seem to be so many users in the London Area whose phone calls are going directly to VM.

Re: Calls go directly to voicemail when I call Public Mobile users

HRM — Sun, 17 Oct 2021 16:14:00 GMT

Changing cellular data setting to 3G worked for both of us, thank you!!

Re: Calls go directly to voicemail when I call Public Mobile users

Sam21 — Sun, 17 Oct 2021 16:18:24 GMT

@Dunkman It worked!!

Okay, for anyone who has the issue, this is how I solved it (I use iPhone btw):

"After removing my SIM, rebooting my phones, nothing works. Then I turned off my wifi, manually force my phone to use 3G instead of LTE: I go to Settings -> Turn Off Wifi -> Go to Cellular and turn it ON -> Go to Cellular Data options-> Go to Voice & Data -> Select 3G. Then I call my parents' phones, remaining the Wifi turning off, and it worked and came back to normal afterwards."

Re: Calls go directly to voicemail when I call Public Mobile users

HRM — Sun, 17 Oct 2021 16:30:25 GMT

I have sent a message to customer service to see if they can investigate the situation further. Switching to 3 G works, but why is this happening??

Re: Calls go directly to voicemail when I call Public Mobile users

HABS2933 — Sun, 17 Oct 2021 16:59:39 GMT

My husband and I switched our phones to public mobile yesterday and have had this issue since signing up with them. We are also located in London.

My father has been with public for quite some time now in his phone is also doing the same thing.

Please tell me this is an isolated incident and is not going to continue to occur. I hate to think we made a big mistake switching our phone service.

Re: Calls go directly to voicemail when I call Public Mobile users

Anonymous — Sun, 17 Oct 2021 17:14:33 GMT

@HRM , @HABS2933 : It seems to be a roving problem of changes in the infrastructure going on. iirc the carriers are swapping out Huawei gear for "other" reasons. In that process things are in flux. Stick with it. At least you have services on "3G". Data should even be faster albeit with some latency (that you might not notice anyway).

Re: Calls go directly to voicemail when I call Public Mobile users

t_p — Sun, 17 Oct 2021 17:11:32 GMT

@Sam21 wrote:
@Dunkman It worked!!

Okay, for anyone who has the issue, this is how I solved it (I use iPhone btw):

"After removing my SIM, rebooting my phones, nothing works. Then I turned off my wifi, manually force my phone to use 3G instead of LTE: I go to Settings -> Turn Off Wifi -> Go to Cellular and turn it ON -> Go to Cellular Data options-> Go to Voice & Data -> Select 3G. Then I call my parents' phones, remaining the Wifi turning off, and it worked and came back to normal afterwards."

I suggested you try 3G from my first post! 🙄

Re: Calls go directly to voicemail when I call Public Mobile users

Meow — Sun, 17 Oct 2021 17:14:22 GMT

@HABS2933 wrote:
Please tell me this is an isolated incident and is not going to continue to occur. I hate to think we made a big mistake switching our phone service.

You did NOT make mistake switching to PM!

It has to be local issue as everything is working fine in GTA area.

What will be nice if PM could notify kindly customers in affected areas regarding (potential) issues. Either by SMS (if there is some service at all) or posting note to Web Site.

That will only enhance their public image and increase customers' confidence in their service.