topic Cell service stopped working in Get Support

Cell service stopped working

Lauren__ — Fri, 22 Aug 2025 13:10:11 GMT

Since switching my plan a few months ago, I've lost all cell reception. My signal strength is -111 bdm. Ive changed it in my settings to only use LTE because there is supposed to be coverage in my area. But I can't make a phone call. How do I fix this? I can't revert back to my old plan.

Re: Cell service stopped working

softech — Fri, 22 Aug 2025 13:17:43 GMT

@Lauren__

does data work? or just voice calls not working?

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 (but mobile data still works) , there is really nothing much you can do other than getting a phone that is on PM's own VoLTE whitelist.

Re: Cell service stopped working

Lauren__ — Fri, 22 Aug 2025 13:25:14 GMT

I have a samsung galaxy S24. It's on the list. I think data still works. Texts come through. And I don't usually have issues with data. Does this mean I have zero options aside from switching to Bell? All because I changed plans? Why didn't they warn me? I could have left it as is

Re: Cell service stopped working

softech — Fri, 22 Aug 2025 13:36:41 GMT

@Lauren__

if you have a S24, the 3G band change issue won't impact you as you will be using VoLTE

Try Reset network settings after a phone reboot and see if it helps

You can also test your sim card with another phone.

And if nothing works, I suggest you to submit a ticket with CS_agent and ask them to reprovision your account:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
(if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there