topic Re: My service is not working and the ticket page has been 404 for days @CS_Agent in Get Support

My service is not working and the ticket page has been 404 for days @CS_Agent

POK4819 — Wed, 02 Aug 2023 02:32:32 GMT

@CS_Agent Please help. My phone will not receive calls.

Re: My service is not working and the ticket page has been 404 for days @CS_Agent

Publicrocks501 — Wed, 02 Aug 2023 02:33:33 GMT

Try to restart your phone are you a new customer that recently ported in your number

Re: My service is not working and the ticket page has been 404 for days @CS_Agent

softech — Wed, 02 Aug 2023 02:34:31 GMT

@POK4819

first, to engage support, you can message them here :

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

For your issue, do you hvae No service at all? no voice and no data? does the phone showing not connected to PM network? you just joined or you have been with PM for long time and just having issue today?

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

Re: My service is not working and the ticket page has been 404 for days @CS_Agent

POK4819 — Wed, 02 Aug 2023 03:02:09 GMT

Thanks for your help! None of the above suggestions solved the issue. I can make calls and send/receive texts but all calls go straight to voicemail. This has happened before and something had to be done on the network end. I reached out with the link you provided. Thanks for your help with navigating!

Re: My service is not working and the ticket page has been 404 for days @CS_Agent

softech — Wed, 02 Aug 2023 03:07:09 GMT

@POK4819 so, changing to 3G only does not help?

Then 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.

if that still not helps, then please message Support to open ticket

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