topic Re: No service Outgoing & incoming calls in Get Support

No service Outgoing & incoming calls

Rosie10 — Thu, 23 Jan 2025 17:41:38 GMT

I'm unable to get any incoming calls & when I try making a call it says Call Ended.

I've taken the SIM card out & out it back, turned phone off & restarted, still no luck.

Any suggestions would be appreciated.

Re: No service Outgoing & incoming calls

hTideGnow — Thu, 23 Jan 2025 17:47:23 GMT

hi @Rosie10

does mobile data work?

where is your locatoin? check Telus outage map
https://www.telus.com/en/bc/outages

and check your My Account and see if your service is active or not

Re: No service Outgoing & incoming calls

hairbag1 — Thu, 23 Jan 2025 17:53:56 GMT

@Rosie10

Re: No service Outgoing & incoming calls

Rosie10 — Thu, 23 Jan 2025 18:25:23 GMT

Mobile data works.

There is no outage, and my service is active.

I just can't get incoming calls & can't call out.

Re: No service Outgoing & incoming calls

Rosie10 — Thu, 23 Jan 2025 18:27:31 GMT

Payment has been going through ok.

Re: No service Outgoing & incoming calls

Phil_Adelphus — Thu, 23 Jan 2025 18:37:59 GMT

@Rosie10 Have you tried reset network settings? Also try airplane mode on, wait a minute, then turn it off again. If you need to contact customer service open a ticket at the chat icon bottom right of this page.

Re: No service Outgoing & incoming calls

98_vbs_ab — Fri, 24 Jan 2025 06:22:45 GMT

What type of phone do you have? The phone needs Volte to work. If it's an older handset you might have issues. Please check phone compatibility to make sure.

Re: No service Outgoing & incoming calls

Phil_Adelphus — Fri, 24 Jan 2025 12:21:13 GMT

@98_vbs_ab The phone needs Volte to work.

A non-VoLTE phone will still work for the most part in Canada as we still have 3G networks here for now (although Rogers/Fido/Chatr are shutting theirs down this year). It's in the USA and maybe Mexico (?) where there are VoLTE problems, the USA has not had 3G networks for 2 years now.

Re: No service Outgoing & incoming calls

Rosie10 — Sat, 25 Jan 2025 18:42:02 GMT

Not having Volt on my phone is the issue. Works ok in Canada but not in the US.

Re: No service Outgoing & incoming calls

Phil_Adelphus — Sat, 25 Jan 2025 19:10:17 GMT

@Rosie10 Not having Volt on my phone is the issue. Works ok in Canada but not in the US.S

Yes that'll do it. We didn't know you were in the US.

Re: No service Outgoing & incoming calls

computergeek541 — Sat, 25 Jan 2025 20:22:33 GMT

@Phil_Adelphus wrote:
@Rosie10 Not having Volt on my phone is the issue. Works ok in Canada but not in the US.S
Yes that'll do it. We didn't know you were in the US.

For that very reason, I have removed the assigned solution as it will cause confusion with some incorrectly thinking that VoLTE is required to use Public Mobile service (even though it isn't).