topic phone number cannot be reached. in Get Support

phone number cannot be reached.

Cynthiahu — Tue, 22 Apr 2025 22:14:33 GMT

Re: phone number cannot be reached.

hTideGnow — Mon, 21 Apr 2025 18:13:27 GMT

can you give us more details?

is it just one particular number? or all? if one particular, is this a regular Canadian number? or one of the toll free number?

Try reboot the phone first. Try calling with a 1 in front of the 10 digits , and also try without the 1

Re: phone number cannot be reached.

Phil_Adelphus — Mon, 21 Apr 2025 18:15:39 GMT

@Cynthiahu Do you mean your phone number can't be reached when people call you, or you can't call a certain/any number?

Re: phone number cannot be reached.

Cynthiahu — Mon, 21 Apr 2025 18:20:04 GMT

Thank you for your reply. I have issues with both situation.

Re: phone number cannot be reached.

hTideGnow — Mon, 21 Apr 2025 18:22:19 GMT

HI @Cynthiahu

data works and just not voice calls?

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: phone number cannot be reached.

CSA_PM — Mon, 21 Apr 2025 20:06:19 GMT

Hi @ Cynthiahu

In order to contact an agent, please access https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=2OhrPakuMpNZt4irir534YAWBuW&lang=en& and press on the Contact Us link. After choosing the topic, press on the Submit ticket link and follow the steps. After that, please access https://productioncommunity.publicmobile.ca/t5/Public-Mobile-Community/ct-p/Public_Mobile_Community. login to your Community account (The credentials are the same as for the My Account) and you can find out whether an Agent has responded to your private message by clicking on the envelope icon. Also, you will automatically receive email notifications when someone has sent you a private message. An agent will reply with a private message within 30 minutes from the submission time. This can take longer at peak times.