topic Re: Ticket not working in Get Support

Ticket not working

Mi6 — Sun, 16 Jul 2023 21:56:41 GMT

tried to submit tickets so many times . Phone calls can’t last more than 2 minutes and I have to call back 4 more times.. worked fine until last week or so. If I can’t solve it and can’t do ticket will have to look elsewhere for service.

Re: Ticket not working

softech — Sun, 16 Jul 2023 21:58:33 GMT

@Mi6

please use this link to direct message support instead:

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

and maybe you can share your issue and we can try to help??

Re: Ticket not working

Handy1 — Sun, 16 Jul 2023 22:08:34 GMT

@Mi6 Chat box doesn’t always work you can send direct message to support here

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Ticket not working

HALIMACS — Sun, 16 Jul 2023 23:25:59 GMT

OP did post their issue @softech

@Mi6 does this happen with calls to all numbers or just a specific one?

Sounds like you may need a re-provision of your Sim card – hopefully you can get a ticket processed and request this of the customer support agents.

Re: Ticket not working

dust2dust — Sun, 16 Jul 2023 23:30:01 GMT

Is this possibly roaming with the add-ons in the states?

Re: Ticket not working

Mi6 — Sun, 16 Jul 2023 23:31:33 GMT

All numbers

Re: Ticket not working

Mi6 — Sun, 16 Jul 2023 23:32:16 GMT

No just my regular local calls

Re: Ticket not working

softech — Mon, 17 Jul 2023 02:52:06 GMT

@Mi6

Do you know if you are using 3G for VoLTE for calls?

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.