topic Re: Network Issue? Calls going to Voicemail. in Get Support

Network Issue? Calls going to Voicemail.

APugh — Wed, 16 Mar 2022 04:45:00 GMT

Is there a network issue in the Thunder Bay, Ontario area? I've missed important calls tonight because the phone is not ringing and calls are going straight to voicemail. The incoming number is not appearing in my call history either. This has happened at 10:30 PM and again at 12:30 AM. I also had trouble accessing voicemail after the 10:30 PM call. The call would drop. Needed to call voicemail 9 times before it went through. The incoming call is from a satellite phone. Any info or insight into the issue would be appreciated.

Re: Network Issue? Calls going to Voicemail.

APugh — Wed, 16 Mar 2022 04:48:58 GMT

For more information, my plan auto renews on the 25th of the month. I should have service.

Re: Network Issue? Calls going to Voicemail.

softech — Wed, 16 Mar 2022 04:49:27 GMT

@APugh first, trying reboot you phone,

then try to put your network setting to 3G ONLY or WCDMA ONLY and see if it helps.

Also, do you notice anything wrong with Mobile Data?

Re: Network Issue? Calls going to Voicemail.

APugh — Wed, 16 Mar 2022 05:03:07 GMT

My phone is a Galaxy S6. When I try to change the network mode, the phone disconnects from the network, and I don't see any bars at all.

I was using wifi at the time of the calls. Not sure about mobile data. Network dropped down to only 2 bars when call to voicemail would not connect.

Re: Network Issue? Calls going to Voicemail.

softech — Wed, 16 Mar 2022 05:07:32 GMT

@APugh voice call needs 3G and if you change to 3G ONLY and it is not connecting at all, It confirms why you are not getting calls. It could be that the 3G network in the area is having some problem.

Mobile data can use LTE , so I suspect your data is working

Do you have another phone? if you do , put your PM SIM and see if you have the same problem, if so, it confirm it is a network issue. If putting your PM SIM in another phone resolves the issue, then the S6 could be having issue

if it is a network issue instead of device, I suggest you to open ticket with PM and let them know and check :

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Network Issue? Calls going to Voicemail.

darlicious — Wed, 16 Mar 2022 07:02:49 GMT

@APugh

Switch to 3G only in your settings>>network&internet>> mobile network>>advanced>>preferred network type>>change to 3G only. If you have trouble connecting to the 3G network try toggling airplane mode on/off and try changing your network settings again.

A temporary work around for this issue if your connection to the 4G LTE network is good would be to download a voip provider such as textnow or fongo. Then call forward your busy/declined and unreacheable to your voip number so that calls that would normally default to your voicemail will instead ring thru to your voip number until this network issue in your area is fixed.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: Network Issue? Calls going to Voicemail.

esjliv — Wed, 16 Mar 2022 10:13:07 GMT

@APugh wrote:
Is there a network issue in the Thunder Bay, Ontario area? I've missed important calls tonight because the phone is not ringing and calls are going straight to voicemail. The incoming number is not appearing in my call history either. This has happened at 10:30 PM and again at 12:30 AM. I also had trouble accessing voicemail after the 10:30 PM call. The call would drop. Needed to call voicemail 9 times before it went through. The incoming call is from a satellite phone. Any info or insight into the issue would be appreciated.

@APugh -

Try performing a Reset of your phone Network Settings.

Samsung Galaxy Tab S6 - Reset Network Settings:

From a Home screen, swipe up to view all apps.
Navigate: Settings. General management. Reset.
Tap. Reset network settings.
Review the info then tap. Reset settings. If presented, enter the current PIN, password or pattern.
Tap. Reset.

Also, ensure your DND (do not disturb) setting has not been accidently turned on within the settings of your device.

For future reference, check for outages in your area:

https://istheservicedowncanada.com/status/telus

https://www.telus.com/en/on/outages

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