topic Re: Can't make calls or use data in Get Support

Can't make calls or use data

JacobOnThePool — Mon, 31 Mar 2025 17:08:06 GMT

I can't make outgoing calls or receive calls, or send text messages. I am using an iPhone 13 with an eSim. I have bars, but displaying only 3G service when normally it shows LTE. What are the first things to do to try and reboot the service? I've already turned my phone off and on.

Re: Can't make calls or use data

funpig1 — Mon, 31 Mar 2025 17:12:31 GMT

@JacobOnThePool

First, go into your phone settings and check out the preferred Network. It should be set to 5G (recommended) and reset your network connection.

Re: Can't make calls or use data

Rastin — Mon, 31 Mar 2025 17:19:14 GMT

You in ontario? It's possible that you service could be out do to the ice storm. I have not had hydro since 10pm sat night. You could Google and see if service is down in your area

Re: Can't make calls or use data

funpig1 — Mon, 31 Mar 2025 17:22:44 GMT

@JacobOnThePool

You could check the Telus outage map.

https://www.telus.com/en/ab/outages

Re: Can't make calls or use data

funpig1 — Mon, 31 Mar 2025 17:25:09 GMT

@JacobOnThePool

You can start a ticket with a customer 's service agent. If the chatbot does not work for you, you can use the following link:

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

Re: Can't make calls or use data

JacobOnThePool — Mon, 31 Mar 2025 17:48:26 GMT

Thanks @Rastin I am in Ontario and looks like service has been affected by the storm.

Re: Can't make calls or use data

hTideGnow — Mon, 31 Mar 2025 17:51:07 GMT

hi @JacobOnThePool

there is active outage showing in Montreal area but no confirmed one for Ontario. But, sometimes they don't update the page for the Eastern provinces as fast as they update the Western provinces (Telus area)

But did you try connect to 3G network as well ? Change the network mode , maybe it will work

Re: Can't make calls or use data

Tasuda — Mon, 31 Mar 2025 20:36:41 GMT

I have had this problem for 4 months now. I am sick of PM and not being able to get a hold of anyone. I am switching companies.

Re: Can't make calls or use data

PatTKO — Tue, 01 Apr 2025 09:24:16 GMT

I would verify Cellular settings see if LTE / 5G are in cellular data options ? If non of the above are in your settings and you see just 3 G? I would reset network settings only , it will not erase esim , Then Restart your device and make sure you can access Wifi at the same time in case it needs update. Do not reset all settings , that will erase esim . Just network settings you should be good. 3G network is being phased out all depending geographic location , BTW I have mine toggled to LTE the network is more stable than 5G right now.

Re: Can't make calls or use data

PatTKO — Tue, 01 Apr 2025 17:22:57 GMT

LTE would be more stable right now on a global usage. 5G is fast when your close to the Tower and outside. Has alot of connection and disconnection issues when indoors. 👍