topic Re: Service in Get Support

Service

PeacefulPunk — Fri, 14 Jul 2023 14:13:16 GMT

Quite often as in every 2-3 days. I cannot receive calls or make out going calls. This has been an ongoing issue. I have not transfered my number and done all the steps the bot suggests. I have tried to submit a ticket several times and it doesn't work. This is getting to the point I am getting quite fed up with using public mobile. Help!!!

Re: Service

softech — Fri, 14 Jul 2023 14:15:26 GMT

@PeacefulPunk

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

and which area you are in? City or province? rural area or bigger town/city?

Try this first:

hange the Preferred network type or network mode to 3G only or WCDMA only and see if it works
Try to click Reset All Networks and see if it helps
and do you have another phone to test the PM sim ? just to make sure it is not a device problem. Also, that can force a sim card re-provision and it could resolve the problem
Also, try the phone in another area if possible, it could be just a local network outage

and if issue persists, you need to open ticket with support via direct message:

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

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

Re: Service

PeacefulPunk — Fri, 14 Jul 2023 14:52:23 GMT

Hello,

I have a Samsung s9. This has been ongoing for over a year. It happens in different parts of the city. I only use 3g. I don't have another phone to test the sim or see if it's just the device.

So you are saying it could be a local network outage that happens all the time? That doesn't encourage me to stay with public mobile.

Re: Service

hairbag1 — Fri, 14 Jul 2023 14:59:45 GMT

@PeacefulPunk

can you select LTE rather than 3G. ..give that a try. The previous suggestion to try a different phone would help to troubleshoot if issue is your phone or something else. What general area of Canada are you in ?

Re: Service

will13am — Fri, 14 Jul 2023 15:03:00 GMT

@PeacefulPunk , use this VoLTE checker to see if your phone is on the whitelist. If it is, I would suggest using 4G preferred over 3G, especially if you are situated in MB where Telus only has B5 3G. If your phone was 5G compatible, I would suggest 5G preferred. Also do you reboot your phone from time to time? It seems like since the 5G and VoLTE rollout, doing so once in a while helps to clear up any odd calling behaviors. Toggling airplane mode can be an alternative to reboot.

https://www.telus.com/en/support/article/how-to-use-volte

Re: Service

PeacefulPunk — Fri, 14 Jul 2023 15:11:53 GMT

I am in Edmonton, AB. Thanks for the info. I am compatible. I turn my phone off weekly.

Re: Service

PeacefulPunk — Fri, 14 Jul 2023 15:12:41 GMT

I do not have LTE option to select. Edmonton, AB

Re: Service

hTideGnow — Fri, 14 Jul 2023 15:21:49 GMT

HI @PeacefulPunk

you meant your phone does not have LTE option? how about 4G?

what phone is that?

Re: Service

PeacefulPunk — Fri, 14 Jul 2023 15:24:49 GMT

Yes it doesn't have either of those options. Samsung s9.

Re: Service

hTideGnow — Fri, 14 Jul 2023 15:33:09 GMT

HI @PeacefulPunk Yes, S9 does not have eSIM

S9 has VoLTE but it is not compatible with PM at this time 😞