topic Service in Get Support

Service

Loonie — Wed, 07 May 2025 14:59:56 GMT

I cannot make a call as the phone cuts off. Cannot receive calls but I am told that phone is ringing and messages sent but again nothing on my end

Re: Service

will13am — Wed, 07 May 2025 15:02:24 GMT

@Loonie , what phone are you using? If your phone is not VoLTE compliant, it can results in reduced calling capability as this service repurposes existing 3G spectrum to LTE service.

Re: Service

slusagm — Wed, 07 May 2025 15:02:39 GMT

yes. Some have this problem due to some changes with the network

what phone do you have? PM uses Telus and Bell Network. Telus is in the process or realigning some 850 Mhz channel on its 3G network for other use. People who have phones that is not whitelist on PM VoLTE list (some older phones) and those do not have 1900Mhz (phones that are not designed primarily for North America) will have voice trouble.

So, depends on the phone you have, it might not be something that can be fixed unless you change phone, or if your phone has VoLTE, then you can move to Koodo or Telus

Re: Service

hTideGnow — Wed, 07 May 2025 15:03:43 GMT

hi @Loonie

what phone do you have?
Are you a new or existing customer?

does data work?

did you try reboot the phone and Reset network settings?

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: Service

Handy1 — Wed, 07 May 2025 15:04:35 GMT

@Loonie Can you confirm your account is active and not suspended? Log into your account to check also can try rebooting the phone see if that helps or try the SIM card in another phone assuming it’s physical SIM card and not eSIM help determine if it’s account issue or device issue . Can also check

Outage map in your area:

https://istheservicedowncanada.com/

if no outage and account is active and sim works in another phone submit ticket with support to investigate

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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

Re: Service

CSA_PM — Wed, 07 May 2025 16:53:18 GMT

Hi @ Loonie

I sent you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage