topic Re: Phone not working in Get Support

Phone not working

Samitch — Sun, 18 May 2025 01:38:18 GMT

Drops calls. Phone doesn’t ring. Goes to voice message. People can’t hear me when I answer. This is almost every call now! Help

Re: Phone not working

slusagm — Sun, 18 May 2025 02:00:12 GMT

You just joined and have this problem from beginning?

What phone?

Try reboot phone and Reset Network Settings

Try your sim on another phone

Let us know if this works

Re: Phone not working

Chalupa_Batman — Sun, 18 May 2025 02:00:18 GMT

@Samitch wrote:
Drops calls. Phone doesn’t ring. Goes to voice message. People can’t hear me when I answer. This is almost every call now! Help

Hey @Samitch

Go into your phone Settings, go to Network Settings, reset Network Settings and then reboot. Try this.

If you are still having issues, you can have PM reset their end of your network. Here's how to create a ticket.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

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: Phone not working

Samitch — Sun, 18 May 2025 02:18:46 GMT

Thanks. Tried the reset so will see what happens. I’ve had PM for years. Problem is fairly recent.

Re: Phone not working

Dunkman — Sun, 18 May 2025 02:33:17 GMT

@Samitch

Which model phone are you using? Is your phone VoLTE compatible with PM network? Did you receive a text from PM about network changes?

Recent issues with talk and voice services with some customers with Telus network changes. Refarming of the 3G 850 MHz to LTE network. Here is some additional information:

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

Re: Phone not working

slusagm — Sun, 18 May 2025 02:33:19 GMT

Important question is 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