topic Network issues in Get Support

Network issues

StarrSqueeze — Thu, 12 Jun 2025 20:29:54 GMT

So i am having problems staying connected to the public mobile network. i have a public mobile esim on my phone and my phone keeps dropping calls / loosing service mainly when I get phone calls or try to call out. Why is this happening and how do I fix it?

Re: Network issues

Chalupa_Batman — Thu, 12 Jun 2025 20:35:45 GMT

@StarrSqueeze wrote:
So i am having problems staying connected to the public mobile network. i have a public mobile esim on my phone and my phone keeps dropping calls / loosing service mainly when I get phone calls or try to call out. Why is this happening and how do I fix it?

Hello @StarrSqueeze

Go into your Settings, find Network Settings and refresh them and reboot. This should help you get connected to the Public Mobile network properly.

Re: Network issues

TheSterlinger — Thu, 12 Jun 2025 20:37:12 GMT

What type of phone do you have? When you make a call, what is the status in the upper right corner?

Does it show 3 or 4g? Public Mobile has been making changes to their 3G band lately so that could be why you are experiencing the dropp and lost calls.

Your phone must be voLTE on Public Mobile's whitelist to ensure seamless voice.

Read more here and see if this pertains to you.

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

Re: Network issues

StarrSqueeze — Thu, 12 Jun 2025 20:44:48 GMT

I tried that already

Re: Network issues

slusagm — Thu, 12 Jun 2025 20:46:19 GMT

What phone do you have?

Try Reset Network Settings

But if you have an "overseas" phone, it might be affected by the recent change to 3G network, the realigning of 850 band in some area:

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

Re: Network issues

StarrSqueeze — Thu, 12 Jun 2025 21:26:10 GMT

I have a Samsung 24FE and I have tried resetting the settings a few times.

Re: Network issues

StarrSqueeze — Thu, 12 Jun 2025 21:27:17 GMT

It doesn't change until I get kicked off the network LTE it says

Re: Network issues

hTideGnow — Thu, 12 Jun 2025 21:34:04 GMT

@StarrSqueeze wrote:
It doesn't change until I get kicked off the network LTE it says

HI @StarrSqueeze

so, does that mean it works or not?

you have an S24FE, it is on PM's VoLTE whitelist so you shouldn't be impacted by the 3G-850 realignment

if it still does not work well, ask PM to check and refresh the account:

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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