topic Re: Calls just stopped working in Get Support

Calls just stopped working

Wess — Tue, 01 Mar 2022 01:01:37 GMT

Was just on the phone and mid call the call dropped. Now I cannot make any calls at all, and the person speaking to me said they called back and it went to a voicemail with a robot voice instead of my usual voicemail. The screen just looks like it's dialing but not connecting, then makes the call failed sound and goes back to keypad.

I powered down my phone twice, took out the sim card. airplane mode on/off, still no.

I am a recent Public user, this is my first month, so account is in good standing.

Phone number was local, not international, but it is ALL numbers I cannot connect to, even voicemail, even 611.

Service is toggling between 1 and 2 bars, but this is not service related.

Please help!

Re: Calls just stopped working

Anonymous — Tue, 01 Mar 2022 01:08:09 GMT

I don't suppose you cancelled a charge from Koodo? Can you check devicecheck.ca too just in case.

Re: Calls just stopped working

esjliv — Tue, 01 Mar 2022 01:08:37 GMT

@Wess try manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls.

Also, log into your self serve account to make sure your account still is active.

Re: Calls just stopped working

Wess — Tue, 01 Mar 2022 01:19:43 GMT

I just tried, but now the calls immediately drop, instead of trying for a while and then dropping.

my account says:

avail funds $10

payment due before march 4

payment for next cycle $35

amount owning $25

I signed up for auto payment though, and reading this is confusing to me. the $10 is from being referred. Does this mean I owe money? It hasn't been a full 30 days since I switched over

Re: Calls just stopped working

Wess — Tue, 01 Mar 2022 01:22:11 GMT

I just went onto the site, but there are no clickable links to do anything there? I did not cancel a charge from Koodo

Re: Calls just stopped working

esjliv — Tue, 01 Mar 2022 01:22:41 GMT

@Wess wrote:
I just tried, but now the calls immediately drop, instead of trying for a while and then dropping.

my account says:
avail funds $10
payment due before march 4
payment for next cycle $35
amount owning $25

I signed up for auto payment though, and reading this is confusing to me. the $10 is from being referred. Does this mean I owe money? It hasn't been a full 30 days since I switched over

@Wess that list looks fine, as long your account is showing Active status.

While you are on your account go to the Change Sim Card option under My Profile and confirm the 4 digits listed there match the last 4 digits of your actual SIM card.

Check @Anonymous suggestions as well.

Re: Calls just stopped working

esjliv — Tue, 01 Mar 2022 01:24:35 GMT

@Wess wrote:
I just went onto the site, but there are no clickable links to do anything there?

@Wess

Did you go to this site for checking if you phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

For your imei number, dial *#06# to get it.

Re: Calls just stopped working

Wess — Tue, 01 Mar 2022 01:30:47 GMT

Just checked, it says my number is not on the blacklist.

just confirmed, account says active.

sim card 4 digits match

Re: Calls just stopped working

esjliv — Tue, 01 Mar 2022 01:36:02 GMT

@Wess - at least those are the results you want for those checks, so that's good.

Do you have another phone you can ~~text~~ test your SIM card in, to see if services are improved?

What is your phone model?

Check for outages in your area: https://www.telus.com/en/on/outages

or https://downdetector.ca/status/telus/map/

Is this a new issue, or are you a new customer?

If services never worked well since activation, then I would submit a ticket with customer support.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Calls just stopped working

Wess — Tue, 01 Mar 2022 01:43:24 GMT

I don't have a phone to check my sim, unfortunately.

phone model Iphone 11 pro max

no outages in my area that I can see

have not had this issue since I signed up

Re: Calls just stopped working

BKNS27 — Tue, 01 Mar 2022 01:46:50 GMT

@Wess

Just curious of the iOS update on your iPhone 11?
There were issues with iOS 14.5 beta and beta 2.

Re: Calls just stopped working

BKNS27 — Tue, 01 Mar 2022 01:48:44 GMT

@Wess

The $10 credit is for using someone referral code.

So your $35 plan will be $25 on March 4 excluding all taxes.

Re: Calls just stopped working

Wess — Tue, 01 Mar 2022 01:49:05 GMT

it says ios 15.3.1

Re: Calls just stopped working

BKNS27 — Tue, 01 Mar 2022 01:50:23 GMT

That iOS is good so need to narrow down your issue.

Re: Calls just stopped working

BKNS27 — Tue, 01 Mar 2022 01:59:43 GMT

@Wess

Only thing I can think of is the Cellular Network Selection. Is it on Automatic?

Re: Calls just stopped working

hTideGnow — Tue, 01 Mar 2022 02:01:02 GMT

@Wess wrote:
it says ios 15.3.1

HI @Wess

good , the iOS issue is just on Data and won't affect voice

Can you still make outgoing calls? You tried changing to 3G ONLY?

Also, the screen shows that you connected to PM? how about Data?

which province you are at?

Re: Calls just stopped working

esjliv — Tue, 01 Mar 2022 02:01:35 GMT

@Wess wrote:
I don't have a phone to check my sim, unfortunately.
phone model Iphone 11 pro max
no outages in my area that I can see
have not had this issue since I signed up

@Wess - it is possible your area is updating their network.

Do you have someone else with a cell phone that is in your area to see if their services are acting the same?

Try to Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

If someone has a telus or koodo or public mobile account near you it would be interesting to see if they have similar service.a

If someone has good service, then I would submit a ticket to CSA.

Re: Calls just stopped working

Wess — Tue, 01 Mar 2022 02:05:35 GMT

It is on automatic, yes

Re: Calls just stopped working

hTideGnow — Tue, 01 Mar 2022 02:06:54 GMT

@Wess wrote:
It is on automatic, yes

@Wess Try changing from Automatic to 3G Only. Maybe it helps, especially for incoming calls

Re: Calls just stopped working

BKNS27 — Tue, 01 Mar 2022 02:08:45 GMT

OK, maybe other Community members can think of something.

The last resort is to do a factory reset or go to a Apple Genius store to have it checked out.