topic Re: Unable To Connect To Network July 15, 2025 in Get Support

Unable To Connect To Network July 15, 2025

Leslie14 — Wed, 16 Jul 2025 03:09:18 GMT

July 15th, 2025

Is anyone else having issues with connecting to a mobile network? I cannot make or receive calls. So frustrating. I've exhausted the PM troubleshooting list, but still no connection. Please help as this phone is my primary form of communication.

Re: Unable To Connect To Network July 15, 2025

softech — Wed, 16 Jul 2025 03:38:02 GMT

@Leslie14

Try reboot your phone and try Reset Network Settings

If possible, test your physical sim card on another phone

And voice is the only issue but data works?

What phone do you have?

If your phone is not on PM's VoLTE whitelist ( https://www.publicmobile.ca/en/on/get-help/articles/volte ) , then it will be using 3G for voice and it might be affected by this:

Telus is currently refarming the 850MHz band 5 spectrum and hence you are left with 1900MHz for voice calls.
https://www.publicmobile.ca/en/get-help/articles/850-turndown

While one compatible band is still sufficient, reality is 1900 MHz could have less coverage, depending on your proximity to a tower and hence you are seeing a poor or no coverage with voice (Data is not impacted as your phone has the compatible bands on 4G/5G)

If this is really what affecting your voice calls, there is really nothing much you can do other than getting a phone that is on PM's own VoLTE whitelist

Re: Unable To Connect To Network July 15, 2025

Leslie14 — Wed, 16 Jul 2025 10:21:30 GMT

I have tried all you have suggested. My phone is on the list, so shoukd be working. I need help asap. Cannot connect to network. Emergency calls only.

Re: Unable To Connect To Network July 15, 2025

softech — Wed, 16 Jul 2025 11:05:54 GMT

@Leslie14 I have escalated your issue with PM on behalf. They will reach out to you within an hour. Please monitor your community inbox for their reply

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Unable To Connect To Network July 15, 2025

CSA_PM — Wed, 16 Jul 2025 12:04:12 GMT

Thank you for the escalation! The customer has already opened a ticket and will be assisted by an agent as soon as possible.