topic Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone????? in Get Support

HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

VidaM — Thu, 24 Oct 2024 18:00:58 GMT

Can't Make Phone CaLL. 3G down Anyone????? When I make phone calls says cellular Network not available for voice calls. Also my 3G network is down. Once I turn to LTE I can send out text messages. But my friend calls me say my phone was off at the same time he can message me. Help people!!! I need help!!!!!!! Thank you.

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

Handy1 — Thu, 24 Oct 2024 18:03:09 GMT

@VidaM Can you test your sim in someone’s else phone ?

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

eddieO — Thu, 24 Oct 2024 18:06:49 GMT

@VidaM try restarting your device. If that does not work you may need to contact customer support

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

slusagm — Thu, 24 Oct 2024 18:23:09 GMT

which area is that without 3G?

and check the Telus outage map

https://www.telus.com/en/on/outages

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

VidaM — Thu, 24 Oct 2024 18:31:40 GMT

Thank you. I'm in lower mainland. Yes I have no idea what's going on. Super stressed out.

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

slusagm — Thu, 24 Oct 2024 18:32:47 GMT

if data (or Wifi) works, download VoIP app TextNow, create a login and pick a 10 digits number and use that to make voice calls using mobile data or Wifi

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

VidaM — Thu, 24 Oct 2024 18:33:58 GMT

Hi dear thank you. I indeed restarted. Also shut down my phone fully and restart it. Also put on airplane model as well as back on. Still my signal bar under 3g is empty. Even I put on LTE internet works but phone calls still doesn't work. But I will try the link you provided see how it goes. Thank you.

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

VidaM — Thu, 24 Oct 2024 18:34:48 GMT

Hi thank you. Nope my phone always works just starting to acting up. I been always use public Mobile service.

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

will13am — Thu, 24 Oct 2024 19:35:29 GMT

@VidaM wrote:
Hi dear thank you. I indeed restarted. Also shut down my phone fully and restart it. Also put on airplane model as well as back on. Still my signal bar under 3g is empty. Even I put on LTE internet works but phone calls still doesn't work. But I will try the link you provided see how it goes. Thank you.

@VidaM , what model of phone do you have? If the 3G network is actually down in your local area and your phone is not VoLTE compatible then phone calls would not work. This help article explains VoLTE and list compliant phones.

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

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

VidaM — Thu, 24 Oct 2024 20:01:08 GMT

Woo that explains a lot thank you let me see if I can find out if that's the case. I think that make sense. I need to do something digging and figuring it out. But again on LTE SETTINGS internet works. But phone calls still not working. Is that to do with Volte as well?

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

Phil_Adelphus — Thu, 24 Oct 2024 20:26:38 GMT

But again on LTE SETTINGS internet works. But phone calls still not working. Is that to do with Volte as well?

@VidaM A phone that is not capable/enabled/approved for VoLTE needs to be able to switch down from LTE to 3G for voice calls. VoLTE stands for Voice over LTE.

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

VidaM — Fri, 25 Oct 2024 02:42:11 GMT

Yes I did on 5G phone works. I have 3G phone but have 5G plan works always fine until today. Do you think that has anything to do with it?

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

hTideGnow — Fri, 25 Oct 2024 02:47:55 GMT

hi @VidaM it has to do with the phone be use of VoLTE, not the plan

whichever plan you have, 3G or 4G or 5G, we all either use VoLTE if the model of the phone is on PM's VoLTE whitelist, oe use 3G for voice otherwise

it could be an issue with the 3G in the area and your earlier phone was not on the whitelist but your 5G phone is

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

Handy1 — Fri, 25 Oct 2024 02:48:26 GMT

@VidaM Did you check the voLTE list @will13am sent you if your phone not on that list I think you be wise to get newer phone that’s 5G capable and on the voLTE list so you have the best possible experience

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

VidaM — Fri, 25 Oct 2024 02:50:50 GMT

Thank you. What do you think I should do now? Should I go change a plan to 4G today? Will it help? Or should I wait? How do I whitelist my self?

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

Handy1 — Fri, 25 Oct 2024 02:53:05 GMT

@VidaMno need to change plan that won’t make difference , Check is your phone on this list for voLTE

VoLTE white list

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

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

VidaM — Fri, 25 Oct 2024 02:56:32 GMT

Yes dear Motorola Moto g power

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

Handy1 — Fri, 25 Oct 2024 02:58:40 GMT

@VidaM From 2022 ? Is your OS up to date

Re: HELP!!!!!Can't Make Phone CaLL. 3G down Anyone?????

slusagm — Fri, 25 Oct 2024 03:24:28 GMT

Moto G Power is on the VoLTE whitelist

is there a VoLTE toggle you can turn on? Check the connection screen