topic Re: Reduction/Change to Service Area? in Get Support

Reduction/Change to Service Area?

RachelE — Tue, 14 Jun 2022 13:51:28 GMT

Just wondering if anyone has noticed a marked reduction or change to their service area?

I've had great service at my house (Eastern Ontario) but as of 10 days ago I have no access to phone service in my house at all - A huge concern as it means I don't get calls from the care home where my mother lives, and also, I can't call 911.

My brother-in-law is with Rogers. He has zero issues making/taking calls at my home, and my work phone is with Bell, it also works perfectly. (My sister is with PM parent company Telus and she can't use her phone at my house either.)

If this is a known glitch that Telus/PM is working on, that's one thing, but if they're reducing their service area I'll find another provider. Has anyone else experienced something similar?

Re: Reduction/Change to Service Area?

softech — Tue, 14 Jun 2022 13:42:12 GMT

@RachelE I wouldn't think it is reduced service area, it is more some equipment issue with network towers in your area

Is your Mobile data working? how about text?

try to reseat your sim (power off the phone, take sim out for a minutes, then put it back and power up)

If issue persists, try to change your preferred network to 3G ONLY or WCDMA ONLY and see if it works

If still fail and you have another phone around, try to put your PM SIM there on the 2nd phone and it could force a sim re-provision and it might resolve your issue

Lastly, if you are going out today, check if the reception is better in another area way from where you are now

Re: Reduction/Change to Service Area?

RossN — Tue, 14 Jun 2022 13:43:52 GMT

@RachelE hi it's unfortunate that you are having issues it probably has more to do with the major storm last month they are probably fixing damage from that storm

Re: Reduction/Change to Service Area?

darlicious — Tue, 14 Jun 2022 13:45:47 GMT

@RachelE

Is your sister on a prepaid plan with telus? If the issue was with pm only then I would say its related to equipment upgrades affecting the 3G network. But pm and telus share their network with bell so your voice services should still work. Try switching to 3G only in your phone settings and test all of your services to see if they work.

Re: Reduction/Change to Service Area?

Yummy — Tue, 14 Jun 2022 13:50:34 GMT

It could be equipment maintenance. Did you try using PM/Telus services outside of your place, for example 100-200m away from it? Do you or neighbours have any new gadgets which could cause interference?

Re: Reduction/Change to Service Area?

RachelE — Tue, 14 Jun 2022 13:59:41 GMT

She pays monthly - Some massive plan 🙂. I tried the 3G option but sadly that didn't help. I have been getting texts and social media stuff, but that's probably piggybacking on my wifi. I just can't make or receive calls in my house anymore.

Re: Reduction/Change to Service Area?

RachelE — Tue, 14 Jun 2022 14:01:03 GMT

Out in the street works fine, but that's a ridiculous option when it's raining or -20. It has to work INSIDE my house, too.

Re: Reduction/Change to Service Area?

RachelE — Tue, 14 Jun 2022 14:03:24 GMT

I suppose that is possible. We didn't have any outages in my area at all, but that doesn't mean a network wasn't affected. Unfortunately there is no way to ask Public Mobile so I'll probably have to switch providers.

Re: Reduction/Change to Service Area?

Yummy — Tue, 14 Jun 2022 14:08:46 GMT

@RachelE wrote:
Out in the street works fine, but that's a ridiculous option when it's raining or -20. It has to work INSIDE my house, too.

That is your clue something in your house blocks signal. It is possible other companies' have stronger coverage in your area but Telus is either doing some maintenance or its equipment is failing and they are not aware of it.

Definitely it is not an option to go out of a house to make a call...

Does SMS works in/out? Internet?

Re: Reduction/Change to Service Area?

softech — Tue, 14 Jun 2022 14:22:53 GMT

@RachelE wrote:
I suppose that is possible. We didn't have any outages in my area at all, but that doesn't mean a network wasn't affected. Unfortunately there is no way to ask Public Mobile so I'll probably have to switch providers.

@RachelE did you try changing to 3G Only option? It might work as a workaround for now.

If you want to confirm with PM Support, you can still open ticket with them:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

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

Re: Reduction/Change to Service Area?

RachelE — Tue, 14 Jun 2022 15:13:58 GMT

Yes, internet, SMS are fine, but no ability to make or receive calls. I can make calls in other areas, but obviously it usewd to work in my house but now it doesn't. My house hasn't changed and other call providers work, so it's def a Telus/PM issue. I did try the 3G option but it didn't change anything....A wee bit frustrating!

Re: Reduction/Change to Service Area?

esjliv — Tue, 14 Jun 2022 23:33:45 GMT

@RachelE - so 10 days ago you house was got into some kind of force field...What changes have you made in your house lately, panic room, other..? 😃

It does seem localized (structure-related ?) since this is recent, and your sister with telus has the same issue. Has there been new construction or changes in your home?

Have you tried to toggling into airplane mode, then back again?

Or, maybe try to perform a Reset of your device's Network Settings.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

android:

Find and tap Settings > System > Advanced > Reset options > Reset network settings.

Re: Reduction/Change to Service Area?

RachelE — Tue, 14 Jun 2022 23:56:15 GMT

No, no changes to the house. As I mentioned, the phone works in other locations. There must have been some sort of signal change. (The loss of service predates the windstorm, so I doubt that's connected.) Sadly, it looks like a move to Rogers or Bell will be required, because it's dangerous, not just inconvenient, not to have phone service at home.

Re: Reduction/Change to Service Area?

darlicious — Wed, 15 Jun 2022 00:08:38 GMT

@RachelE

Its probably temporary and we may be getting VoLTE calling by fall......? If you give us your area we can check your local cell towers for frequencies. Your workaround at the moment would be to download a voip provider like textnow or fongo. Once you are in an area that has 3G service (voice calls work) call forward your unreachable setting to your voip phone #. Then when you are in an area of no 3G service your calls will ring thru to your voip provider app on your phone. This will work on wifi or mobile data ( 0.5mb=1min).

Re: Reduction/Change to Service Area?

gpixel — Wed, 15 Jun 2022 01:30:27 GMT

@RachelE

go with phonebox they have great prices!

https://gophonebox.com

Re: Reduction/Change to Service Area?

RachelE — Wed, 15 Jun 2022 01:36:23 GMT

I appreciate the head's up about TextNow and the forwarding tip. That's a pretty handy back up! I can make calls from inside my house now, and that's good news! Thanks!

My area code is K0C1S0. (Not sure if that's what's required for checking local cell towers?)

Re: Reduction/Change to Service Area?

softech — Wed, 15 Jun 2022 01:42:04 GMT

@RachelE working now? Good!!

Your area does not have too many network towers, Rogers and Bell/Telus coverage are very much the same.

Re: Reduction/Change to Service Area?

RachelE — Wed, 15 Jun 2022 02:42:11 GMT

Hmmm...Prices are not as good as Public Mobile and unfortunately the reviews are less than stellar, so I don't think that'll be the alternate, if an alternate is required. Good to know there are choices beyond just the Big 3, though!

Re: Reduction/Change to Service Area?

esjliv — Wed, 15 Jun 2022 10:14:35 GMT

@RachelE wrote:
My area code is K0C 1S0. (Not sure if that's what's required for checking local cell towers?)

@RachelE for your reference: K0C 1S0

Coverage map: https://www.publicmobile.ca/en/bc/coverage

Canadian Cell Towers: http://www.ertyu.org/steven_nikkel/cancellsites.html

Public can use Telus and Bell towers:

https://productioncommunity.publicmobile.ca/t5/Using-Your-Service/Network

-sharing-explained/td-p/129092

Re: Reduction/Change to Service Area?

RachelE — Wed, 15 Jun 2022 10:51:33 GMT

Jaybus! I'm in an area with Bell and Rogers, but the nearest Telus tower is at least 60 km away.