topic Re: Call problem in Get Support

Call problem

EDinaO — Sun, 13 Apr 2025 14:45:34 GMT

For the last 3 days I have had a problem with calls and I can't get through to anyone. Has anyone else had this or is it a technical problem.

Re: Call problem

softech — Sun, 13 Apr 2025 14:52:17 GMT

@EDinaO

what phone are you using and which area you are in?

you cannot make or receive calls at all? but data works?

Depends on your phone model, your issue could be a combination that your phone is not on PM's VoLTE whitelist ( https://www.publicmobile.ca/en/on/get-help/articles/volte ) and a result of the following recent change on 3G:

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

If your phone was bought from overseas or your phone is not a phone designed for North American market, you will likely have to use another phone to stay with Public Mobile or you might need to move to Koodo or Telus if your phone has VoLTE and supported by them

Re: Call problem

EDinaO — Sun, 13 Apr 2025 15:15:45 GMT

Samsung A21

Re: Call problem

hairbag1 — Sun, 13 Apr 2025 15:24:09 GMT

@EDinaO wrote:
Samsung A21

Where in Canada are you located ? In some parts of Ontario, you now need a VoLTE enabled cellphone to place a call.

Re: Call problem

EDinaO — Sun, 13 Apr 2025 15:27:02 GMT

Hamilton Ontario.

I have been a customer of Public Mobile for more than 10 years. I have not had any problems for the last 3 days. I would really like to know what the problem is.

Re: Call problem

Dunkman — Sun, 13 Apr 2025 15:28:00 GMT

@EDinaO wrote:
Samsung A21

@EDinaO

Unfortunately, that phone is not VoLTE compatible with the PM network. Did you receive a warning text from Public mobile about network changes that will affect your phone service?

As mentioned, you are likely being affected by the 850 MHz network changes. If you want to stay with Public mobile, you will need to purchase a newer phone (with VoLTE compatible with PM network) or move to another carrier like Telus or Koodo where your phone's VoLTE will likely work.

Re: Call problem

softech — Sun, 13 Apr 2025 15:30:08 GMT

@EDinaO

Samsung A21 should have both 850 and 1900 band used on PM network. However it is not a hone designed for North American market. You can check if you see the VoLTE toggle in the Connection menu and turn it on and see if you can make calls that way

you can also confirm if there is network issue in your area by putting your sim card on another phone, like an iPhone, or a Samsung S25 etc.

you can also confirm with CS agent and see if any know network issue or if your phone really the problem

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Call problem

hTideGnow — Sun, 13 Apr 2025 15:48:01 GMT

hi @EDinaO

if you cannot make outbound call and not able to receive inbound calls, it could be that 3G change with PM and impacted you. do you have another phone to test the sim card ? or can you drive around to another area and test the sim card on your current phone?