topic Re: I can not make a call and receive a call. help me. in Get Support

I can not make a call and receive a call. help me.

Hongt — Mon, 14 Apr 2025 16:52:54 GMT

I need help. Lately I had hard time to make a call. But today I realized that I could not make a call and receive a call. I can make a call via What's up App. Thanks. Hong.

Re: I can not make a call and receive a call. help me.

hTideGnow — Mon, 14 Apr 2025 16:55:07 GMT

hi @Hongt

what phone do you have?

Telus is refarming all of their 850 to 10 MHz LTE B5 in their markets, mainly BC, AB, Windsor, Ottawa, GTA area Montreal, Quebec City. Bell has not done this, so it won't affect area that has Bell networks which Telus/PM use

So, if your phone has only 850 Band 5 on the phone but lacks 1900 Mhz, if your phone were bought from another country, or an imported model, then you might be impacted
On the other hand, if the phone has 1900 Mhz, or it is a Canadian/US model, it likely won't be impacted and won't see service degraded

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

Re: I can not make a call and receive a call. help me.

slusagm — Mon, 14 Apr 2025 16:55:52 GMT

did you try reboot your phone? and you can use Whatsapp using Mobile Data? so data works and just not voice calls?

check Telus outage map
https://www.telus.com/en/bc/outages

what brand/model phone you have?

Re: I can not make a call and receive a call. help me.

Hongt — Mon, 14 Apr 2025 16:57:27 GMT

galaxy 10+

Re: I can not make a call and receive a call. help me.

hTideGnow — Mon, 14 Apr 2025 16:58:53 GMT

HI @Hongt

s10+ should not be badly impacted by the Telus change mentioned above Please try reboot phone and Reset Network settings

and if same, ask PM support to refresh the account on the system

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: I can not make a call and receive a call. help me.

Hongt — Mon, 14 Apr 2025 17:02:35 GMT

I bought the phone in Canada.

Re: I can not make a call and receive a call. help me.

Hongt — Mon, 14 Apr 2025 17:11:03 GMT

I did shutdown my phone and then restart my phone. but ...

Now I reseted my internet.

HI @Hongt

s10+ should not be badly impacted by the Telus change mentioned above Please try reboot phone and Reset Network settings

I have a hard time to ask PM support to refresh the account on the system.

Can you help me to do so?

Re: I can not make a call and receive a call. help me.

computergeek541 — Mon, 14 Apr 2025 22:22:29 GMT

@hTideGnow wrote:
s10+ should not be badly impacted by the Telus change mentioned above Please try reboot phone and Reset Network settings

I do not believe that a Samsung Galaxy S10+ is able to use VoLTE at Public Mobile. As such, refarming of band 5 to LTE would have a bad effect on voice services. The extent of the the refarming of band 5 can vary and can be debated, but it can't be a good thing for any customer still using the 3G network for voice.