topic Re: VoLTE / Phone Service Interruption in Get Support

VoLTE / Phone Service Interruption

SeanTLittle — Thu, 27 Feb 2025 15:29:14 GMT

Greetings,

This morning, just as I have urgent, important calls / need of my phone service, it stops working - related to Public Mobile's 4G upgrades going forward.

The support and articles given are not helpful / poor, and I need to fix this today or find another service.

Can anyone offer any help on this problem and how to fix it - if possible?

Thanks,

Sean

Re: VoLTE / Phone Service Interruption

hTideGnow — Thu, 27 Feb 2025 15:35:15 GMT

HI @SeanTLittle

for most of us, the interruption would be impacted

but can you tell us what phone do you have and which city you are in?

Re: VoLTE / Phone Service Interruption

SeanTLittle — Thu, 27 Feb 2025 15:38:46 GMT

Hi,

I have an LG phone. It is a smart phone, but at least 10 years old.

Re: VoLTE / Phone Service Interruption

SeanTLittle — Thu, 27 Feb 2025 15:39:57 GMT

Also, I live in Toronto, (in the area that was formerly know as East York), close to Danforth and Main.

Re: VoLTE / Phone Service Interruption

hTideGnow — Thu, 27 Feb 2025 15:43:14 GMT

HI @SeanTLittle

from what we understand, GTA should not be impacted

but what exact model is your LG phone?

Re: VoLTE / Phone Service Interruption

Phil_Adelphus — Thu, 27 Feb 2025 16:19:49 GMT

@SeanTLittle You mentioned an LG K4 in another thread, is that still your phone? If it's not quite 10 years old - when I checked on Rogers only the LG K4 (2017) will still work on Rogers/Fido/Chatr once their 3G is shut down in a few months but an earlier LG K4 won't. You can check here

https://www.rogers.com/support/mobility/rogers-3g-hspa-networks-are-being-retired

So before switching carrier you need to establish whether your phone will work elsewhere also. You might want to contact Public Mobile customer service, open a service ticket at the chat icon bottom right of this page. If that doesn't work send them a private message using this link

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: VoLTE / Phone Service Interruption

SeanTLittle — Thu, 27 Feb 2025 16:18:19 GMT

I don't know the make - I bought it used years ago and the only identifying number I can find anywhere when I take the back cover off is "E1 NA 71", written in very small type, besides the battery.

Regardless, I live on a basement level of a home and to see if it made a difference, went upstairs and outside and the phone worked. That's problematic though as I won't be doing this every time I need to use it - and can't receive calls this way.

It's why I switched to Public Mobile years ago.

If there's any other solution, or if this is going to be solved by Public, that's great - otherwise, I'll have to find another service.

Re: VoLTE / Phone Service Interruption

will13am — Thu, 27 Feb 2025 18:07:47 GMT

@SeanTLittle , it is no secret that the 3G network is sunsetting in Canada despite there being no official announcement at Public Mobile. It is likely that the gradual repurposing of spectrum that was used to run 3G for 4G and 5G is affecting your usage. It is an unpleasant truth, 10 year old hardware is rather obsolete and will need replacing.

Re: VoLTE / Phone Service Interruption

computergeek541 — Thu, 27 Feb 2025 20:42:50 GMT

@SeanTLittle wrote:
I don't know the make - I bought it used years ago and the only identifying number I can find anywhere when I take the back cover off is "E1 NA 71", written in very small type, besides the battery.
Regardless, I live on a basement level of a home and to see if it made a difference, went upstairs and outside and the phone worked. That's problematic though as I won't be doing this every time I need to use it - and can't receive calls this way.
It's why I switched to Public Mobile years ago.
If there's any other solution, or if this is going to be solved by Public, that's great - otherwise, I'll have to find another service.

This isn't what you're going to want to hear, but whether or not the Toronto area is having changes done to the network presently, @will13am 's advice about needing a new phone is the only real answer. Low band 850MHz (band 5) cannot be counted as available anywhere (including Toronto). Carriers are constantly making tweaks to the network, which could also include tempoary changes while network tests and rebalancing is being done. Going forward, I would only expect reliable band 5 service on the LTE network. As for the idea of changing carriers, you're looking at a similar situation at all carriers in Canada that use band 5.