topic Re: Why is only 3G working on my phone in Get Support

Why is only 3G working on my phone

March202000 — Wed, 06 Nov 2024 22:25:21 GMT

Re: Why is only 3G working on my phone

hTideGnow — Wed, 06 Nov 2024 22:28:22 GMT

hi @March202000

what phone do you have?

Re: Why is only 3G working on my phone

Handy1 — Wed, 06 Nov 2024 22:29:06 GMT

@March202000 Have you tried to reboot the device ? Or try SIM card in another phone ? Can also try reseting network settings also see if the helps

Re: Why is only 3G working on my phone

March202000 — Wed, 06 Nov 2024 22:32:42 GMT

Tried all of that I am using a iPhone and my son has a iPhone also with same plan and his LTE is not working also,but my other son has a different plan and a iPhone and his is working!

Re: Why is only 3G working on my phone

hTideGnow — Wed, 06 Nov 2024 22:35:07 GMT

hi @March202000

so, you tried changing network mode to 4G or LTE? and no luck?

did you try switch the sim card to another phone?

if same, ask PM support to check.  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Why is only 3G working on my phone

samk10 — Wed, 06 Nov 2024 22:35:38 GMT

Having the same issue with an iPhone SE2.

Re: Why is only 3G working on my phone

hTideGnow — Wed, 06 Nov 2024 22:37:44 GMT

HI @samk10

ask support to refresh your account and it should resolve

or another possible fix is to Reset your phone.

Re: Why is only 3G working on my phone

samk10 — Wed, 06 Nov 2024 22:37:55 GMT

A network reset fixed it.

Re: Why is only 3G working on my phone

March202000 — Wed, 06 Nov 2024 22:46:16 GMT

How do I do that?

Re: Why is only 3G working on my phone

hTideGnow — Wed, 06 Nov 2024 22:50:08 GMT

hi @March202000

depends on the phone, what phone you have?

Re: Why is only 3G working on my phone

samk10 — Wed, 06 Nov 2024 22:49:13 GMT

Settings > General > Transfer or Reset iPhone >Reset > Reset Network Settings

Edit: that’s on iOS18 and it might look a little different if you’re on a lower OS.

Re: Why is only 3G working on my phone

March202000 — Wed, 06 Nov 2024 22:48:36 GMT

I phone 12 mini

Re: Why is only 3G working on my phone

hTideGnow — Wed, 06 Nov 2024 22:49:31 GMT

hi @March202000

Open Settings

Select GeneralSelect Transfer or Reset [Device]

Select ResetSelect Reset Network Settings

Enter your passcode if prompted

Select Reset Network Settings to confirm

Re: Why is only 3G working on my phone

samk10 — Wed, 06 Nov 2024 22:51:08 GMT

Spoke too soon. Just lost signal and it came back as 3G again.

Re: Why is only 3G working on my phone

hTideGnow — Wed, 06 Nov 2024 22:52:10 GMT

hi @samk10 what area? and you tried 5G?

if same, ask support to fresh the account

Re: Why is only 3G working on my phone

samk10 — Wed, 06 Nov 2024 22:55:10 GMT

Area is northeastern New Brunswick and I don’t have 5g on my phone but I do on an iPad so I’m trying that currently.

on the $39/80gb plan so 5g should work.

Re: Why is only 3G working on my phone

hTideGnow — Wed, 06 Nov 2024 22:59:35 GMT

hi @samk10

there is no active outage in NB:

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

So, you need support to refresh your account

Re: Why is only 3G working on my phone

March202000 — Wed, 06 Nov 2024 23:12:00 GMT

Network reset didn’t work.so I have to wait for my ticket to get answered to do a service reset?

Re: Why is only 3G working on my phone

hTideGnow — Wed, 06 Nov 2024 23:14:32 GMT

hi @March202000 you can try your sim card on another phone and it will refresh your account too

but if that does not help, an account reset by agent will be needed then

Re: Why is only 3G working on my phone

computergeek541 — Thu, 07 Nov 2024 00:08:08 GMT

@samk10 wrote:
on the $39/80gb plan so 5g should work.

The plan that you're on makes no difference. All Public Mobile plans give access to the same networks.