topic Re: Calls dropping, "No Network Available" despite full bars in Get Support

Calls dropping, "No Network Available" despite full bars

BrandonMB — Sat, 16 Dec 2023 23:50:38 GMT

Hello all! My spouse and I are having some weird issues.

Since at least noon today, calls have been coming through intermittently. When they do come through, after about 15 seconds audio cuts out on one side, then the call drops with the message "No Network Available" popping up at the top of the screen. This happens at random to both of us despite having full bars, with (seemingly) no issues with texting or data. This also intermittently happens when calling our voicemail, or other family members on different phone networks.

Multiple restarts, sim card removals, and toggling of airplane mode have not changed anything over the course of 6 hours. We both have Samsung S9 phones, 3G plans, and have been with PM for a few years.

Anyone else having this/similar issues? We're in west end Toronto, could it be a tower issue? Any insights would be handy!

Re: Calls dropping, "No Network Available" despite full bars

hTideGnow — Sat, 16 Dec 2023 23:53:19 GMT

HI @BrandonMB

what phone you are using?

PM mostly use 3G for voice. While you see full bar, it could means only 4G for full bars, when you got a call, it will try to go back to 3G and your 3G might not have full bar

Please let us know what phone you have

Re: Calls dropping, "No Network Available" despite full bars

BrandonMB — Sun, 17 Dec 2023 00:09:09 GMT

Hi there! Thanks for that info.

For clarity, we both have the Samsung Galaxy S9.

Re: Calls dropping, "No Network Available" despite full bars

hTideGnow — Sun, 17 Dec 2023 00:17:59 GMT

HI @BrandonMB

you are living in Brandon, Manitoba?

if you are, then there is a problem with the 3G networks and that's why the problem

https://productioncommunity.publicmobile.ca/t5/Get-Support/Text-From-PM-About-Changes-To-Manitoba-Prepaid-Network/td-p/649637

To resolve the issue, you need a VoLTE phone that is whitelisted on PM's network. Sorry, S9 is not one of them, you need a much newer generation of Samsung phone :
https://www.publicmobile.ca/en/on/get-help/articles/volte

Re: Calls dropping, "No Network Available" despite full bars

BrandonMB — Sun, 17 Dec 2023 00:23:38 GMT

Hi @hTideGnow

Currently in Toronto, Ontario

Re: Calls dropping, "No Network Available" despite full bars

hTideGnow — Sun, 17 Dec 2023 00:30:16 GMT

Hi @BrandonMB

haha, your Community name fools me the 🤣

Try this, change your Network mode to 3G and try to make calls and let us know if it works

Also, check in different area

If same, try Reset All networks first and if that does not help as well, please submit a ticket with CS Agent here and ask them to refresh your account on the system:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Calls dropping, "No Network Available" despite full bars

Priority — Sun, 17 Dec 2023 00:53:43 GMT

Whenever I face this issue, it's either the calling or callers account that is suspended.

Your Account status is currently Active?

Re: Calls dropping, "No Network Available" despite full bars

gpixel — Sun, 17 Dec 2023 02:03:34 GMT

@BrandonMB

3g is being decommissioned at an accelerated rate. I would start looking for a new device that supports volte at PM.

https://www.publicmobile.ca/en/bc/get-help/articles/volte

scroll to the bottom of the page to see compatible devices. there are also devices that are not on the list and they are compatible, but I would stick to a device no older than 2021 and the Canadian version.