topic Re: Not able to make calls in Get Support

Not able to make calls

jkrietze — Fri, 19 May 2023 05:10:13 GMT

I can’t make or receive calls. I’m in good standing with my account. I have reset my phone, turned the airplane on and off and I have also tried selecting the public mobile carrrier manually. Nothing works. Please help.

Re: Not able to make calls

hairbag1 — Fri, 19 May 2023 02:29:35 GMT

@jkrietze

you still have an Active PM account ? Dial 611 from that cell phone to hear status of your account.

Let us know.

Re: Not able to make calls

jkrietze — Fri, 19 May 2023 02:31:00 GMT

It won’t let me make any calls at all. I get 3 beeps and it drops the call. No matter who I call, even 611.

Re: Not able to make calls

softech — Fri, 19 May 2023 02:31:55 GMT

@jkrietze cam you login My Account once more using Incognito mode ro confirm 8f account showing Active?

Also, does you phone showing not able to connect to PM network at all? Any error like sim not provisioned or No Sim or No network?

Do you have another phone around to test the sim card??

Re: Not able to make calls

jkrietze — Fri, 19 May 2023 02:33:34 GMT

Phone not showing anything to say not connecting.
no I don’t have another phone to try the SIM card elsewhere. I’ll remove it and reinsert.

Re: Not able to make calls

softech — Fri, 19 May 2023 02:36:15 GMT

@jkrietze text and mobile data work?

what kind of phone do you have? brand and model?

try changing the Preferred network type or network mode to 3G only (or WCDMA only) and see if it connects to PM Network and if voice works

Re: Not able to make calls

jkrietze — Fri, 19 May 2023 02:42:08 GMT

I tried taking out my sim and trying in another phone and it didn’t work. Reinserted into my phone and doesn’t work still

Re: Not able to make calls

jkrietze — Fri, 19 May 2023 02:46:14 GMT

Texting works fine. Just get two beeps not long after attempting a call

Re: Not able to make calls

softech — Fri, 19 May 2023 02:46:49 GMT

@jkrietze

so, it doesn't look like a device issue, it could be account or local network issue

Try changing the Preferred network type to 3G as advised above. Important part is to check if it connects after changing to 3G network

If nothing works I guess it is time to open ticket with Support

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Not able to make calls

dust2dust — Fri, 19 May 2023 02:49:59 GMT

Is that texting on an iphone while connected to wifi? How about can you browse the internet on cell data and not wifi?

Re: Not able to make calls

jkrietze — Fri, 19 May 2023 02:57:30 GMT

Doesn’t matter if I’m on wifi or not. No Cal’s coming or going.

Re: Not able to make calls

jkrietze — Fri, 19 May 2023 02:58:40 GMT

I’m active.

Re: Not able to make calls

jkrietze — Fri, 19 May 2023 03:03:21 GMT

No change. Nothing works.

Re: Not able to make calls

softech — Fri, 19 May 2023 03:06:50 GMT

@jkrietze but when it is on 3G, does the phone connects to )M network at all?

either way, open a ticket first , although support might not reply till the morming.

Re: Not able to make calls

DDM69 — Fri, 19 May 2023 03:18:46 GMT

@jkrietze

What device are you using?

How is text working if you can't connect to the carrier? Are you using Imessage or another app?

Are you also connected to your home wifi network?

Re: Not able to make calls

esjliv — Fri, 19 May 2023 10:54:04 GMT

@jkrietze wrote:
No change. Nothing works.

@jkrietze - Were service working previously and this just happened all of a sudden?

Did you just activate a SIM /account with Public?

Check one or the below:

Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Check for outages in your area:

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

https://istheservicedowncanada.com/status/telus

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