topic Re: I can't make calls to several numbers in Get Support

I can't make calls to several numbers

publicfg123 — Mon, 23 Jun 2025 22:47:26 GMT

Hi, here's some info:

phone: Motorola G Fast - https://www.gsmarena.com/motorola_moto_g_fast-10286.php

Today I noticed that I couldn't call a 1-800 number. I got a message telling me that the cellular network is not available. When I checked if I was connected, it showed I was disconnected from the network. I reconnected but I still could not call that number or several others, even a few local numbers.

I am able to call someone who's on the Telus network. I reset network settings, restarted my phone and at one point I was able to call one of those numbers but when I tried again, it didn't work.

I tested my sim card in a Samsung Galaxy S20FE phone and I could make calls without a problem. So it seems that the problem is my phone. Did Telus recently make changes to their network?
My phone is pretty old but it supports LTE.

Can anyone confirm if Public Mobile would be able to unlock my phone? I've been using it with Public Mobile, on the same plan, for over a year.

Re: I can't make calls to several numbers

BKNS27 — Mon, 23 Jun 2025 22:55:55 GMT

@publicfg123

Does your Moto phone have VoLTE (voice over LTE) setting?

PM recently decommissioned the 3G (850 MHz) frequency but the Moto should work on 700, 850, 1900 or 2100 MHz frequencies on 4G.

Re: I can't make calls to several numbers

publicfg123 — Mon, 23 Jun 2025 22:54:25 GMT

Under "preferred network type" it has 2 options:
LTE (recommended)
3G.

When I search online, the info I find indicates that this phone does have VoLTE but I can't find the setting.

Re: I can't make calls to several numbers

publicfg123 — Mon, 23 Jun 2025 22:57:25 GMT

I can't find the VoLTE (voice over LTE) setting anywhere.

Re: I can't make calls to several numbers

BKNS27 — Mon, 23 Jun 2025 22:59:22 GMT

@publicfg123

Sorry I don’t have a Moto phone but is there an Advance setting for VoLTE?

Re: I can't make calls to several numbers

hairbag1 — Tue, 24 Jun 2025 00:47:16 GMT

@publicfg123

could be that phone will no longer work as it's not on the Public Mobile VoLTE whitelist. Here's some reading to help understand. The list provided isn't comprehensive as some others have reported their cell will work but sounds like you're not that lucky. Time to upgrade phones, Friend.

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

Re: I can't make calls to several numbers

computergeek541 — Tue, 24 Jun 2025 03:51:07 GMT

@BKNS27 wrote:
PM recently decommissioned the 3G (850 MHz) frequency but the Moto should work on 700, 850, 1900 or 2100 MHz frequencies on 4G.

Band 1 isn't used in Canada. 2100 most commonly refers to band 1. Band 4 is referred to as 1700MHz or 1700/2100Mhz.

Re: I can't make calls to several numbers

publicfg123 — Tue, 24 Jun 2025 13:56:38 GMT

The strange thing is I just discovered that everything works fine when I'm outside. I can access my voicemail and call every number. However, when I'm inside my home, I can't access voicemail or call most numbers. This problem just started yesterday.

Re: I can't make calls to several numbers

hTideGnow — Tue, 24 Jun 2025 14:00:37 GMT

hi @publicfg123

the reason is that while your phone has VoLTE , it is not supported with PM network so you are using 3G network for calls. But 3G-850Mhz in your area likely gone and you are using 3G-1900Mhz only. the 1900Mhz can reach far but is not weaker signal and cannot pass through walls as good. That's why you can make/receive calls outside but not inside

you might want to consider upgrading your phone

Re: I can't make calls to several numbers

publicfg123 — Tue, 24 Jun 2025 14:13:31 GMT

Thanks for the info. Is there any way I can get Public Mobile to support my phone on their network?

Re: I can't make calls to several numbers

hTideGnow — Tue, 24 Jun 2025 14:14:47 GMT

HI @publicfg123

I doubt it. At the moment, look like they will only add new model of phones to the VoLTE list, don't think they will do much for older phones