topic Re: Phone network not working for over a week - still no resolution in Get Support

Phone network not working for over a week - still no resolution

HCampbell — Wed, 27 Nov 2024 05:41:51 GMT

Since Sunday of last week my network coverage has been extremely spotty. Most of the day and night I am unable to make or receive calls and text messages. When I attempt to make a call or send a message I receive a notification that I am "not registered to a network," even though PM has confirmed I have confirmed I am registered and my account is active/I do not owe anthing. This happens mainly at my home address but also sometimes when I am outside the house. Then, the phone will randomly connect for a few minutes and disconnect again.

I have not changed phones or numbers, and have tried my SIM in a different phone and experience the same issues.

Also, my data no longer reaches 4G. My data often shows "H" (high speed access) instead of LTE, and it is rather slow.

I was given instructions by an agent yesterday to reset my network which I have followed, but now the situation is worse. My phone is now not connecting at all to make calls or even to "H+" data

It was happening mainly when I am connected to a wifi network but now it is all the time, where ever I am in the city.

I do not know anybody else having this issue.

I cannot provide many examples as there are no call logs as my calls or texts do not go through. One example I can provide is that I texted a friend on November 22 at approx. 9am and she did not receive my message until network briefly reconnected at 7:18pm.

Very stressed and unhappy as I am essentially wasting my money and time. I have no been able to reach a resolution and have been contacted by multiple agents who do not seem to know what is going on. Desperately asking for a resolution.

Re: Phone network not working for over a week - still no resolution

Handy1 — Tue, 26 Nov 2024 22:27:23 GMT

@HCampbell What phone do you have ?

Re: Phone network not working for over a week - still no resolution

Phil_Adelphus — Tue, 26 Nov 2024 22:30:19 GMT

@HCampbell Since your sim did the same thing in another phone, have you considered getting a new sim card? Usually they don't fail but it can happen.

Re: Phone network not working for over a week - still no resolution

HCampbell — Tue, 26 Nov 2024 22:30:22 GMT

samsung galaxy s20. thank you

Re: Phone network not working for over a week - still no resolution

HCampbell — Tue, 26 Nov 2024 22:31:23 GMT

Thanks for the reply. I suppose a new SIM will be my next attempt tomorrow.

Re: Phone network not working for over a week - still no resolution

Handy1 — Tue, 26 Nov 2024 22:38:02 GMT

@HCampbell The Samsung S20 series is funny phone it’s 5G compatible phone and yet can’t get 5G with public mobile like it can with Telus . I wrote about this awhile back it might , it’s not on the PM voLTE whitelist either which might contribute to some of the issue . Could try another sim card like @Phil_Adelphus suggested , but I would get another phone or switch providers to get most out of the s20

VoLTE white list

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

S20 series and 5G

Solved: Samsung s20 5G -

just sees like that phone and public mobile don’t play nicely together but the SIM card is cheap option to try first if you want to get new SIM card from Telus /koodo store or order from amazon $4.99 there right now . Log into your account profile page and sim swap the number like this otherwise I think new phone or new provider

Find SIM card Find a store near to you | Public Mobile

Amazon

Public Mobile Prepaid SIM Prepaid Phone - (Universal/SmartPhones), Packaging May Vary : Amazon.ca: Electronics

SIM SWAPPING profile tabs

This can be done on the app too

Re: Phone network not working for over a week - still no resolution

Kyegranger — Wed, 27 Nov 2024 02:15:20 GMT

Have you checked your access point name settings. They should match this: you can find your APN info from the network selection in settings.

it must match the info in the pic for anything to work properly