topic Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored in Get Support

Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored)

RodM1 — Thu, 05 Dec 2024 18:35:39 GMT

Also please comment if this has happened to you aswell.

Subject: Escalation Request – Ongoing Network Issue and Unhelpful Resolution Links

Hello,

I am experiencing a persistent network issue that began 4 weeks ago. Despite my efforts to troubleshoot and confirm that my device and SIM are functioning as they should, the problem remains unresolved.

Key Points:

My SIM card works in another phone, and other SIM cards work in my phone, ruling out hardware issues.
The issue started simultaneously for multiple users, as evident from forum discussions.
Your forum's marked "solved" posts direct users to broken or inaccessible links, such as "Access Denied" pages. This is not a proper resolution, and it discourages users from seeking further help.

My Concerns:

It appears the carrier’s system may be bricking service for specific devices or SIM cards.
The lack of actionable solutions (e.g., forwarding cases to technical teams or providing clear next steps) is leading to customer dissatisfaction and potentially lost users.

Request for Action:

Please escalate this issue to the Network Engineering or Technical Operations team. This is a network-side issue requiring backend investigation.

Additionally:

Please provide confirmation that the broken "resolved" forum links will be reviewed and corrected to prevent further frustration for customers.
If there is a team or contact responsible for diagnosing systemic issues like this, I would like their email or other means to submit detailed feedback.

Thank you for addressing this matter seriously. I have attached screenshots of the "Access Denied" forum link and examples of affected users for your reference.

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

hTideGnow — Thu, 05 Dec 2024 18:40:24 GMT

hi @RodM1

you cannot even make calls? what model of phone do you have? maybe it is an incompatible phone. Or was it used without problem before?

and for data and APN, your APN was wrong, why you pick PCMobile, this is Pubic Mobile

usually you can just Reset all networks and the correct APN will be used

if that does not work, manually setup a new on

Next, check your APN settings (Android Phones Only):

Open your phone’s settings and tap:

Access Point Names
New APN settings

Verify the following field match:

Name: Public Mobile
APN: sp.mb.com
MMSC proxy: mmscproxy.mobility.ca
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS port: 8799
MCC: 302
MNC: 220

if nothing work, just message support using this link
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

Phil_Adelphus — Thu, 05 Dec 2024 18:49:16 GMT

@RodM1 The invalid html glitch can be resolved by cutting the text out of the post, pasting it into a notes app and then pasting it back again. Alternatively type it all in without copying anything into the text box from a website etc.

I'm a bit confused, your screenshots show both Public Mobile and PC Mobile, two different companies.

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

RodM1 — Thu, 05 Dec 2024 19:00:40 GMT

Phones worked fine for several years and yes those are my apn settings along with that copy paste response you have given in other posts. I messaged support and got 6-7 different people all give me various solutions on loop and would not realize the problem is more then the standard script. Everything im seeing here is that this is the result of a poor update to the carrier and simply sending this for a network admin to review a possible rollback on an update 4 weeks ago has gone ignored. Xiaomi Note 12 pro 5G

As for the name that can be anything i saw a post that said that could be called batman but i changed it to public mobile in the general settings and that did nothing but maybe il try turning it off and on again after doing that. I know the issue isnt my phone it makes calls fine with fido sim and the public mobile card works fine in another phone. Settings are automatic and have only ever been changed once when i had an issue of complete no data no awhile back and has been working fine as is till it wasnt 4 weeks ago along with several others

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

hTideGnow — Thu, 05 Dec 2024 18:57:22 GMT

hi @RodM1

your phone should work ok if you have an international version. If you have a Chinese version, the voice should still work but data might not work well in 3G

can you try changing your network mode to 3G or WCDMA and check if your phone can connect?

and can you test your sim card on another phone to confirm if it is just a device problem

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

Phil_Adelphus — Thu, 05 Dec 2024 19:00:29 GMT

@RodM1 Oh, so you named it PC Mobile when you really meant Public Mobile.

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

RodM1 — Thu, 05 Dec 2024 19:04:42 GMT

It is set to prefer 3g and still no call and i tried the sim in another phone already and vice versa they work. Its just public mobile in my xiaomi doesnt. Every other combination works with the sim including the reader on the dual sim phone i tried that too. Its not hardware How do i check this WCDMA setting?

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

RodM1 — Thu, 05 Dec 2024 19:10:12 GMT

Yes I had to name it to something while changeing APN settings years ago to fix a different issue years ago and it worked fine like that for years. Its changed back to Public Mobile if that was the cause of an issue during an update but still no go.

My phone version

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

hTideGnow — Thu, 05 Dec 2024 19:10:31 GMT

hi @Phil_Adelphus

wcdma is 3G. when it is 3G, does it even connect?

oh well, those Asian phone might not work too well here in North America

if you are ready, i suggest yo to wipe the phone and try again

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

RodM1 — Thu, 05 Dec 2024 19:13:05 GMT

Its not a different company its just a name for the network. It needed to be changed I deleted the public part partially so that left PC Public PC I erased the letters inbetween because i needed it to be a different line of text to troubleshoot a different issue and never changed it rebooting after renaming it back is a no go so far.

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

RodM1 — Thu, 05 Dec 2024 19:14:16 GMT

So do i edit this? I entered those in manually

Open your phone’s settings and tap:

Access Point Names
New APN settings

Verify the following field match:

Name: Public Mobile
APN: sp.mb.com
MMSC proxy: mmscproxy.mobility.ca
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS port: 8799
MCC: 302
MNC: 220

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

RodM1 — Thu, 05 Dec 2024 19:15:26 GMT

Changing to prefer 3g has left me with no network at all even data

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

golfball — Thu, 05 Dec 2024 19:19:24 GMT

It seems there is an incompatibility with your phone and the network. If you've already tried resetting the network settings or factory resetting the phone it would be easiest to either change phones or switch to another provider. After 4 weeks it doesn't seem that your attempts to escalate are getting anywhere.

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

Phil_Adelphus — Thu, 05 Dec 2024 19:19:42 GMT

@RodM1 PC Mobile is Bell, Public Mobile is Telus, that's why I was confused to start with until I realized that the APN matched Public Mobile's. What happens when the phone is on prefer LTE?

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

hTideGnow — Thu, 05 Dec 2024 19:21:40 GMT

hi @RodM1

the 3G is not connecting and hence you have no calls. You could be using 3G for data before and hence it is not working

did you try your phone in more than one area? It seems that some 3G towers are replaced with 4G and we saw some people had problem with 3G voice

generally, because your phone is not a phone for the North American market, I would suggest you think about changing phone

but you can also try to wipe the phone and test again. And if you have friends on Koodo or Telus, try those sim cards on your phone as well

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

Phil_Adelphus — Thu, 05 Dec 2024 19:23:40 GMT

@RodM1 Everyone here is a customer trying to help. To get through to a Public Mobile employee you need to submit a ticket - again!

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

RodM1 — Thu, 05 Dec 2024 19:25:53 GMT

Still no calls but it connects and works 3 g doesnt work at all though

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

RodM1 — Thu, 05 Dec 2024 19:29:26 GMT

With 5 g and LTE i can use the internet but not make calls if 3g doesnt work and that means no calls then why did it all of a sudden stop working. Thats a good idea to try a koodo or telus phone sim card and i could do that right now actually with my work phone and I will try that to try and get an answer here.

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

Phil_Adelphus — Thu, 05 Dec 2024 19:29:59 GMT

@RodM1 If it connects on LTE but can't do calls it sounds like a VoLTE problem, that phone is not on the approved list for VoLTE. When on LTE and you make a call does it try to drop to 3G?

Re: Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored

RodM1 — Thu, 05 Dec 2024 19:30:13 GMT

Again this brings me to the issue being a carrier issue from an update that bricked my phone and id love to be in contact with a system admin