topic Re: Can not make calls in Get Support

Can not make calls

Sigh717 — Tue, 22 Apr 2025 15:38:25 GMT

Why can’t I make or receive calls?

Why is there no number you can call and talk to a human?

Re: Can not make calls

Chalupa_Batman — Tue, 22 Apr 2025 15:50:22 GMT

@Sigh717 wrote:
Why can’t I make or receive calls?

Why is there no number you can call and talk to a human?

First, Public Mobile is a self serve service. I'm sure you saw that when you signed up?

Is your bill paid? You can dial 611 from your phone to see if you've paid or log into your account to see if the last payment went through.

If you can't figure out why, you can create a ticket for assistance.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Can not make calls

Sansan — Tue, 22 Apr 2025 15:50:31 GMT

You need to know that Public Mobile does not have a phone number to call. You have to submit tickets for any account related questions through the chatbot.

If you can't make calls, first check your online account to see the status of your account.

You can also try resetting networks and restart your phone.

However, it could be related to the changes to 3G services that they announced they would be making changes to come March 17. Did you receive a text message from Public Mobile recently advising you of the upcoming changes?

What type of phone do you have?

Re: Can not make calls

hTideGnow — Tue, 22 Apr 2025 15:57:22 GMT

hi @Sigh717

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