topic Re: Service suddenly not working after ~2 years in Get Support

Service suddenly not working after ~2 years

Rekehart — Tue, 28 Mar 2023 20:59:55 GMT

As in the title, I've been with public for more than 2 years now with the same phone(Huawei P20) . A few days ago I lost network service, even though my payment was successful and my account status is still active. My phone still works.

I saw on the website that the distributor has changed, but the page to check if your phone is compatible is no longer available either.(just asks you to buy a sim card)

Restarting the phone/ airplane mode etc has not solved the issue.

Re: Service suddenly not working after ~2 years

dabr — Tue, 28 Mar 2023 21:05:38 GMT

@Rekehart You said the phone works (calls/texts/data)? Or not?

The phone compatibility checker has never had a complete list of compatible devices, so you may not be able to glean much info from it anyhow. As to the distributor, I believe that only refers to where PM SIM cards are being sold as the number of vendors have been reduced.

Re: Service suddenly not working after ~2 years

BKNS27 — Tue, 28 Mar 2023 21:06:04 GMT

@Rekehart

Check to see if there is an outage in your area. Check outage map:

https://istheservicedowncanada.com/status/telus/map

If there are no outage, you need to contact a CS_Agent (Moderator) to look into the issue for you. It could be a problem o their end.

Re: Service suddenly not working after ~2 years

hTideGnow — Tue, 28 Mar 2023 21:06:08 GMT

hi @Rekehart

no operator change. but maybe due to VoLTE opent ticket for help

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: Service suddenly not working after ~2 years

computergeek541 — Tue, 28 Mar 2023 21:07:24 GMT

@Rekehart wrote:
As in the title, I've been with public for more than 2 years now with the same phone(Huawei P20) . A few days ago I lost network service, even though my payment was successful and my account status is still active. My phone still works.

I saw on the website that the distributor has changed, but the page to check if your phone is compatible is no longer available either.(just asks you to buy a sim card)

Restarting the phone/ airplane mode etc has not solved the issue.

The method of SIM card distribution is unrelated to your service. Public Mobile is owned by the same company as when you stared your service here. A phone that was compatible 2 years ago is still compatible today. I would suggest check the status of your IMEI at devicecheck.ca.

Re: Service suddenly not working after ~2 years

kletap — Tue, 28 Mar 2023 21:12:04 GMT

I'm having the exact same issue. What has been going on with public mobile these days?

Re: Service suddenly not working after ~2 years

thefonz22 — Tue, 28 Mar 2023 21:19:44 GMT

Pixel 6 user here. Suddenly unable to make or receive calls today. Mobile internet and texting works though. I have a support ticket going at the moment.

Re: Service suddenly not working after ~2 years

hTideGnow — Tue, 28 Mar 2023 21:24:49 GMT

Hi @thefonz22 can you make calls away from where you are now? could be network issue there or could be because of VoLTE.

since you opened ticket , wait for agent to reset the account for you first

Re: Service suddenly not working after ~2 years

thefonz22 — Tue, 28 Mar 2023 21:29:05 GMT

I turned wifi off and still can't make calls. But can receive calls sometimes.Strange

Re: Service suddenly not working after ~2 years

hycm53 — Tue, 28 Mar 2023 21:39:30 GMT

@Rekehart wrote:
As in the title, I've been with public for more than 2 years now with the same phone(Huawei P20) . A few days ago I lost network service, even though my payment was successful and my account status is still active. My phone still works.

I saw on the website that the distributor has changed, but the page to check if your phone is compatible is no longer available either.(just asks you to buy a sim card)

Restarting the phone/ airplane mode etc has not solved the issue.

According this website information that if your phone was made for globe then has 2 frequency bands for 3G, but if it made for China then it has only one frequency band for 3G. This information doesn't mean your phone won't make a call or receive a call, but may has a problem for receiving signal.

https://www.kimovil.com/en/frequency-checker/CA/huawei-p20-lite