topic Re: Unable to call/ get a call in Get Support

Unable to call/ get a call

LiDeliang — Sun, 23 Mar 2025 21:49:19 GMT

Hi Team,

I realized I am unable to call out/get a call from others since yesterday. I can msg or using data. I checked all my phone set up and it is fine. I test and install my friend Sim card on my phone. It works well. I can call out and get a call. Could you please help to check?

Or is there a way I can keep the sim card and change the phone number? I am not sure if there because my phone block my number? so odd...

Thanks,

Re: Unable to call/ get a call

Phil_Adelphus — Sun, 23 Mar 2025 13:33:56 GMT

@LiDeliang What phone do you have? Have you tried restarting the phone and reset network settings? Did you try your sim in your friends phone? Yes you can keep the sim card and change the phone number, you can do that up to 4 times a month but I don't think that's likely the problem.

Re: Unable to call/ get a call

LiDeliang — Sun, 23 Mar 2025 13:36:30 GMT

What phone do you have?----Vivo

Have you tried restarting the phone and reset network settings? ----Yes, did not work

Did you try your sim in your friends phone? ----Yes. my sim card works well on his phone as well. ...

Yes you can keep the sim card and change the phone number, you can do that up to 4 times a month but I don't think that's likely the problem. -------Please let me know how to do it.

Thanks

Re: Unable to call/ get a call

slusagm — Sun, 23 Mar 2025 13:44:07 GMT

what Vivo model is that ? but from the brand, I can tell it is not a Canadian phone and sound like the phone does not have both band PM uses on 3G. Your phone is not VoLTE enabled on PM network and uses 3G voice. But PM realigning 850 band on 3G and use only 1900 in some area.

But you can also see if you can find the VoLTE toggle and see if you can enable it and see if it works.

if not, then You need a Canadian model of phone.

Re: Unable to call/ get a call

Phil_Adelphus — Sun, 23 Mar 2025 13:44:16 GMT

@LiDeliang I suspect the problem is that your phone (Vivo) is not on the VoLTE whitelist for Public Mobile. PM/Telus have been repurposing one of the 3G bands in certain areas. Is your friend's phone on the list? If so that would be why the sim worked in his phone, here's the list

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

If that's the problem then changing phone numbers won't help, but you can do it by logging in to your account and selecting change phone number.

Re: Unable to call/ get a call

LiDeliang — Sun, 23 Mar 2025 13:55:40 GMT

The phone is 5G model. I use the sim card and with current phone number since last year. It works well. My friend is Canadian number and I use his sim card on my phone. I am able to call out and get a call.

Please let me know how to change the phone number. Thanks

Re: Unable to call/ get a call

Phil_Adelphus — Sun, 23 Mar 2025 14:01:29 GMT

@LiDeliang The current problem with certain phones is whether they are able to make calls over LTE so what is needed to diagnose the problem is the make and model of your friend's phone.

To change your phone number log in to your account, on the website go to Profile - Current Phone Number and tap the pencil to choose another one. However, if the problem is VoLTE as we suspect, it won't help.

Re: Unable to call/ get a call

LiDeliang — Sun, 23 Mar 2025 14:03:21 GMT

Thanks a lot. So as above case. I need either change a phone or mobile service company, right?

Re: Unable to call/ get a call

slusagm — Sun, 23 Mar 2025 14:05:24 GMT

pretty much yes. Try your phone with Koodo and Telus

but it is always better to use a phone that is sold in Canada

Re: Unable to call/ get a call

Phil_Adelphus — Sun, 23 Mar 2025 14:27:39 GMT

@LiDeliang If you're thinking of changing company, bear in mind that Rogers are shutting down 3G altogether for Rogers/Fido/Chatr in July (and presumably that would apply to any carrier that uses Rogers networks). You can check your phone on Rogers compatibility tool here - I tried Vivo and got to results but if you want to double check using your IMEI number here's the link

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

Koodo's compatibility list is here

https://www.koodomobile.com/en/help/volte

Re: Unable to call/ get a call

funpig1 — Sun, 23 Mar 2025 15:26:35 GMT

@LiDeliang

Before you replace your phone, google "Vivo [your model number] enable Volte" and you will find a way to enable Volte on your phone. I actually posted a link to a solution for you in an earlier post but the Community AI deleted it.

The PM whitelist can only list the more popular brands of phones. It cannot list all of possible Android phones which are Volte compatible. Many phones like Xiaomi or Redmi are not listed on the white list but once enabled will reportedly work on public mobile. Perhaps your Vivo will also work after you enable Volte. It would save you buying a new phone. Good luck.

Re: Unable to call/ get a call

LiDeliang — Sun, 23 Mar 2025 16:11:28 GMT

Thanks a lot. My friend is under Rogers. I install his SIM card on my phone.It works.

Re: Unable to call/ get a call

Phil_Adelphus — Sun, 23 Mar 2025 17:42:43 GMT

@LiDeliang Rogers has not yet fully shut down their 3G though, that's not until July. So the compatibility tool applies after July, which is not that far away now. Did the Rogers compatibility tool I posted say your phone would work after the 3G shutdown?

Re: Unable to call/ get a call

Dunkman — Mon, 24 Mar 2025 01:05:42 GMT

@LiDeliang

Here is some additional information about PM network changes:

https://www.publicmobile.ca/en/get-help/articles/850-turndown