topic Re: calling out in Get Support

calling out

Lise01 — Mon, 26 Dec 2022 13:10:36 GMT

Hi. As of last night, my phone is not calling out and won't access voicemail. Any suggestions? I have turned phone on and off, reinserted sim, reset network settings, etc. Thank you!

Re: calling out

Handy1 — Mon, 26 Dec 2022 13:17:21 GMT

@Lise01 @But can you receive calls and text and text out

Re: calling out

Lise01 — Mon, 26 Dec 2022 13:13:52 GMT

It just worked to collect voicemail. Seems to be erratic. I do get texts. Not sure about receiving. Will check!

Re: calling out

Handy1 — Mon, 26 Dec 2022 13:14:47 GMT

@Lise01 @You may need to contact an agent

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here

Re: calling out

Handy1 — Mon, 26 Dec 2022 13:16:03 GMT

@Lise01 @could be coverage issues as we had some bad weather on Friday and service had been spotty for some folks

Re: calling out

Lise01 — Mon, 26 Dec 2022 13:16:13 GMT

And was just able to call my son, but when he called back his call went straight to voicemail. My mother has a similar problem with public mobile. When I call her I get voicemail and have to ring a second time.

Re: calling out

Handy1 — Mon, 26 Dec 2022 13:21:15 GMT

@Lise01 @You can check coverage map to see if you in an area that might be having trouble

www.publicmobile.ca/en/on/coverage?gclid=CLuo4c39yNQCFQQvaQodeZEC0g

Re: calling out

HALIMACS — Mon, 26 Dec 2022 13:27:00 GMT

@Lise01

Try these common 'fixes':

reboot your device
reset your network connections
remove the SIM card, gently clean the gold connections (a soft eraser or alcohol on a q-tip works), then reinsert the SIM card
try the SIM card in another known working device to see if the problem recurs
if the issue exists in a certain area, try getting outside to see if the problem changes in any way (could be environmental/location based within a structure)

Re: calling out

Meow — Mon, 26 Dec 2022 14:47:30 GMT

If you are out of very urban area expect outages due to weather.

Cell system is NOT that reliable as people think it is...

calling out

darlicious — Mon, 26 Dec 2022 15:25:51 GMT

@Lise01

If you have tried @HALIMACS 's suggestions without any luck then first try:

Toggle airplane mode on/off. This will give you a brand new connection to the network. Attempt an outgoing call. If it connects ask them to call you back to see if it still goes to voicemail.
Still issues? Change your network mode to 3G only. While in 3G only go to your Settings>>About phone>>Sim status>>Signal strength>>__?__-dBm. You want to see a signal strength between -50dBm and -90dBm. Around -60dBm to -75dBm is the average reading. Below -100dBm indicates a very poor signal for the 3G network.

If you have a 3G network signal that's decent then the issue may be temporary stemming from equipment upgrades or maintenance on your local tower. A very poor signal indicates that you are likely connecting to another tower further away because you have likely lost transmission of the 3G network on your local tower. This could be temporary or permanent....no signal at all means exactly that....and that's not good.

Report back your findings and we can advise on troubleshooting and workarounds.

Re: calling out

gpixel — Mon, 26 Dec 2022 18:00:39 GMT

@Lise01

did your account renew recently?

Re: calling out

Community_QA — Tue, 27 Dec 2022 00:32:22 GMT

@Lise01 does it show it is connected to PM at all?

try your sim in another phone. Maybe your phone problem?

Re: calling out

Lise01 — Tue, 27 Dec 2022 01:18:52 GMT

I think this might be the case. Still occurring, but perhaps when the electrical outages are cleared up . . . we will see.

Re: calling out

Lise01 — Tue, 27 Dec 2022 01:19:22 GMT

Can't always receive. Texts are ok!

Re: calling out

Handy1 — Tue, 27 Dec 2022 01:37:44 GMT

@Lise01 fingers crossed !!