topic Re: People are not able to contact my cell phone number in Get Support

People are not able to contact my cell phone number

cyd66 — Fri, 28 Jul 2023 20:28:55 GMT

Hi there,

Several people have not been able to contact me through my cell phone number. They receive different messages mostly that I am not available.

Yesterday, there was a family emergency and I could not be reached. This should not have happened.

Please advise why this is happening.

Also I do not receive any emergency alerts.

Sincerely,

cyd66

Re: People are not able to contact my cell phone number

Handy1 — Fri, 28 Jul 2023 20:35:13 GMT

@cyd66 Try rebooting the phone or reset network settings . Also is it possible for you to try the SIM card in another phone to test ? As for emergency alerts .make sure the network is set to LTE or 5G and reboot the phone .

Re: People are not able to contact my cell phone number

softech — Fri, 28 Jul 2023 20:36:16 GMT

@cyd66 you didn't just port in your number, right?

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: People are not able to contact my cell phone number

dust2dust — Fri, 28 Jul 2023 20:36:39 GMT

Did you transfer in your number a month or so ago? Can you set your phone to 3G/WCDMA?
The alerts need to have your phone on 4G LTE.
Can you call out? Do they see your proper number? You say several but can any others call in?

Re: People are not able to contact my cell phone number

esjliv — Fri, 28 Jul 2023 21:06:22 GMT

@cyd66 - did you know you are not talking to public mobile employees here in the Community Forum ?

We have no access to your account, so providing more details of your situation or what you tried to troubleshoot would be very helpful.