topic Re: calls not coming through in Get Support

calls not coming through

colleeng — Sun, 16 Jul 2023 19:22:58 GMT

My phone worked fine for the past year with Public mobile on 3G but now I'm not receiving all my incoming calls from people who used to get through.

Re: calls not coming through

Handy1 — Sun, 16 Jul 2023 19:26:07 GMT

@colleeng Can try differ networks . Try 4G/LTE or 5G and se if it helps any .and text in different areas . Also is it possible for you to try SIM card in another phone and see if services improves

Re: calls not coming through

softech — Sun, 16 Jul 2023 19:41:07 GMT

@colleeng

Did you check if your account status is active? To avoid browser cache confusing, please login My account using Incognito mode to confirm account status

If it shows On Hold (Suspended) , then it is a payment issue. Click "Pay Now and Resume Services" to make a manual payment

If it shows active,

first try to reboot the phone
If that does not work, change 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
You can also try to see if VoLTE works. But first, what brand and model of phone you have?
You can check the VoLTE compatibility here:  https://www.publicmobile.ca/en/on/get-help/articles/volte
If you have a compatible one try to turn on VoLTE
iPhone: Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
Settings->Cellular->Cellular Data Options->Voice & Data, enable 4G or LTE there
Pixel:  Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there
Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there
Now, turn off Wifi first. Check if the phone status bar showing it is connected to 4G or LTE
Then make some calls, see if the signal indicator shows LTE or drop back to H or 3G while you are on the calls. If it stays with LTE, then yes, you are using VoLTE, and you can see if calls are any better.

Re: calls not coming through

colleeng — Sun, 16 Jul 2023 19:41:13 GMT

tried the sim in another phone works fine

Re: calls not coming through

Handy1 — Sun, 16 Jul 2023 19:45:42 GMT

@colleeng So then it’s not a account issue it’s a device issue . Either a phone setting .or Did you by any chance have phone screen repaired .it’s possible the antenna is not connected properly

Adding now try sim back in your phone sometimes try sim in another phone can force it to re provision itself and that’s all that’s needed @colleeng

Re: calls not coming through

DennyCrane — Sun, 16 Jul 2023 19:55:03 GMT

If it works one phone and not another, I'd be curious to know if the working phone is using VoLTE and to he non-working phone isn't. Easiest way to determine this is to turn wifi off and see what network the phone connects to when making a phone call (LTE or 5G = VoLTE) or whether it drops to 3G (no VoLTE). I would test this on both phones, as this may help narrow the problem.

Re: calls not coming through

colleeng — Sun, 16 Jul 2023 20:22:29 GMT

It seem to drop from a LTE to an H

Re: calls not coming through

DennyCrane — Sun, 16 Jul 2023 20:31:14 GMT

Does it stay on LTE or 5G on the phone that works? That would mean your phone isn't on Public Mobile's VoLTE device comparability list, which means you are dependent on 3G signals to be able to make and receive phone calls. Also US roaming may not work for phone calls as they shut their 3G network down. It's possible Public Mobile is shifting resources from 3G to 4G/5G, which could mean degregation of 3G service. That's just guess though.

What phone are you using?

EDIT: You could also see if your phone has a setting to enable VoLTE.

Re: calls not coming through

colleeng — Sun, 16 Jul 2023 20:29:55 GMT

thanks

Re: calls not coming through

colleeng — Sun, 16 Jul 2023 20:30:58 GMT

thanks