topic Re: Some issue with service in Get Support

Some issue with service

AleksandrFltv — Tue, 17 Jun 2025 20:19:25 GMT

Hello there,

I am having some kind of connection problem. For the second month I can not make calls and no one can reach me. However, the fee is deducted every month of my account. Please, could you help me to sort this out.

Thank you.

Have a great day.

Re: Some issue with service

hTideGnow — Tue, 17 Jun 2025 20:20:50 GMT

hi @AleksandrFltv

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

Re: Some issue with service

AleksandrFltv — Tue, 17 Jun 2025 20:46:43 GMT

I have Samsung Galaxy A12 . I bought it in Canada.

Re: Some issue with service

Chalupa_Batman — Tue, 17 Jun 2025 21:10:31 GMT

@AleksandrFltv wrote:
I have Samsung Galaxy A12 . I bought it in Canada.

Sadly @AleksandrFltv it looks like you're going to have to upgrade your phone. Here's a list of acceptable phones.

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

Re: Some issue with service

hairbag1 — Tue, 17 Jun 2025 21:18:00 GMT

@AleksandrFltv

what general area of Canada are you located ?

Re: Some issue with service

hTideGnow — Tue, 17 Jun 2025 21:46:24 GMT

hi @AleksandrFltv

A12 is ok on PM network and can still use 3G for voice

However, because of the 3G-850 realignment, you likely impacted. You are basically only using 3G-1900 to get voice calls and it could affect the calls if the 1900 towers are too far away from you.

If you want better experience, you likely have to upgrade your phone to newer one that can use VoLTE for voice instead of 3G

Re: Some issue with service

AleksandrFltv — Tue, 17 Jun 2025 21:51:22 GMT

Ontario

Re: Some issue with service

hairbag1 — Tue, 17 Jun 2025 23:03:45 GMT

@AleksandrFltv wrote:
Ontario

Figured as much. We hate to be the bearer of bad news but if you're in the Windsor / St Thomas area...you're likely best to upgrade to a new cellphone. Reason explained above. For some reason, PM only has limited VoLTE recognition on mainstream cellphones. Any of the newer Sammies or even a iPhone will provide VoLTE calls on Public Mobile networks for the years ahead.

Re: Some issue with service

AleksandrFltv — Tue, 17 Jun 2025 23:35:19 GMT

I live near Toronto. The connection was normal for three years, but now it suddenly stopped working.

Re: Some issue with service

slusagm — Tue, 17 Jun 2025 23:38:59 GMT

@AleksandrFltv

unfortunately the mobile carriers keep updating the infrastructure and our older phones would no longer be compatible. Your issue is related with the 850 turndown:

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

Your phone could still work in other providers like Koodo and Telus which both support VoLTE, you might want to go with them but they might not have as good the plan here

Re: Some issue with service

AleksandrFltv — Tue, 17 Jun 2025 23:56:46 GMT

I got you. Thank you

Re: Some issue with service

Savp — Wed, 18 Jun 2025 01:36:51 GMT

This happened to me and the issue was that although a payment was taken from my account it was short by $5 due to a change in plan I had made and at the end of every month it was cutting off my service until I made the extra payment. You may wish to double check if this is the issue before getting a new phone.