topic Re: Problem making and receiving calls in Get Support

Problem making and receiving calls

DavidF1 — Sat, 24 May 2025 04:40:34 GMT

I'm having an issue with receiving or making calls with my phone.

I can text and receive texts.

When I try to call someone, my phone shows it's calling but the person does not receive the call and my phone says can't connect. Same thing the other way around.

I have tried to restart the phone and I have removed the Sim card and reinserted.

Would any technical support kindly help me please? 🙂

Re: Problem making and receiving calls

Handy1 — Fri, 23 May 2025 20:03:57 GMT

@DavidF1

you can use the orange chat bubble bottom right of screen or 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: Problem making and receiving calls

Dunkman — Fri, 23 May 2025 20:08:46 GMT

@DavidF1

Is data working okay?

Which model phone are you using?

Several customers are having talk issues due to network changes by Telus (refarming of the 3G 850 Mhz network to LTE). If your phone is not VoLTE compatible with PM network, older or international version, your talk services will be impacted with this change.

Here is some additional information:

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

Re: Problem making and receiving calls

hTideGnow — Fri, 23 May 2025 20:11:23 GMT

hi @DavidF1

what phone do you have?

did you just activated or you just had that problem?

Try to Reset Network settings first. Try the sim on another phone

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

So, it might affect voice calls for phones that has only 850 Band 5 on the phone but lack 1900 Mhz, those phone people bought in other country.

Re: Problem making and receiving calls

DavidF1 — Fri, 23 May 2025 20:32:01 GMT

Thanks for your suggestions.

My phone is a Samsung Galaxy A12.

It's now set to LTE/3G/2G auto connect

The status bar says 4G.

It used to work but has been like this for a while. I've been using the sim card in another phone a Galaxy A03 Core but would like to get back to the A12 as it's a better phone.

When someone calls me it goes to voicemail but when i try to open voicemail it cant connect. When i try to call someone it says Cant connect as well.

Re: Problem making and receiving calls

DavidF1 — Fri, 23 May 2025 20:35:28 GMT

Thanks for helping!

My phone is a Samsung A12.

Data works fine.

It could be what you're describing with Telus and network changes.

Is there a way to verify this? 🙂

Re: Problem making and receiving calls

Dunkman — Fri, 23 May 2025 20:40:03 GMT

@DavidF1

@DavidF1 wrote:
Thanks for helping!
My phone is a Samsung A12.
Data works fine.
It could be what you're describing with Telus and network changes.
Is there a way to verify this? 🙂

Your Samsung A12 is not VoLTE compatilbe with Public mobile network. So, it will likely have talk issues with the network changes. Did you receive a warning text about network changes?

You could try your SIM card in a friend's or family's newer phone to see whether voice works better.

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

Re: Problem making and receiving calls

softech — Fri, 23 May 2025 20:42:19 GMT

@DavidF1

Samsung A12 is not a phone for the Canadian market, so it does not have all the bands needed for Canadian network

Specifically, your phone does not have the 3G-1900 band. It only has 3G-850 that is compatible with PM network. However, with Telus removing some 850 bands in some area, your phone would not be able to get voice calls (data would be unaffected as it uses 4G or LTE and your phone has some compatible bands there)

While your phone will still work in area that still has 3G-850, Sad to tell you, it looks like you need another phone as you will see less and less area will have 3G-850 coverage

Re: Problem making and receiving calls

LA1969 — Sat, 24 May 2025 14:21:45 GMT

My son is having the exact issue and frankly, I’m ready to cancel our accounts with this company. It happens so often and he’s in sales so this is unacceptable.

Re: Problem making and receiving calls

Dunkman — Sat, 24 May 2025 15:09:56 GMT

@LA1969

@LA1969 wrote:
My son is having the exact issue and frankly, I’m ready to cancel our accounts with this company. It happens so often and he’s in sales so this is unacceptable.

Which phone is he using? If it is not VoLTE compatible, then he will have voice issues with Public mobile depending on location to nearest cell tower and other factors.

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

A few options include upgrading phones to one that is VoLTE compatible. Depending on model of phone, you could move to another mobile company like Telus and Koodo and if the phone is VoLTE compatible on that network, it should be work fine.