topic Re: Cannot reach this number in Get Support

Cannot reach this number

Chris140 — Wed, 27 Aug 2025 01:12:26 GMT

Trying to dial a toll-free 877 number (that I have set up and I know works). When I dial from my Public Mobile phone, it immediately gives me "the call cannot be completed as dialed". Others can call it just fine. Why?

Re: Cannot reach this number

BKNS27 — Wed, 27 Aug 2025 01:26:38 GMT

@Chris140

Try rebooting your phone then try the call again.

Re: Cannot reach this number

hairbag1 — Wed, 27 Aug 2025 01:41:51 GMT

@Chris140

Similarly reported several times in the last 2 weeks. Most recommended solution is to click the orange chat bubble to start process to get Customer Support involved. Sounds like its been a commonly reported glitch lately.

Re: Cannot reach this number

Dunkman — Wed, 27 Aug 2025 02:59:07 GMT

@Chris140

Several reports recently about same issues. Customer service agent may need to reset your account. Other options include selecting 5G or LTE manually (instead of Auto). Another customer toggled airplane mode on, then off. PM is aware of this issue and investigating.

By chance, did you recently travel to the USA? A couple of customer traveled to USA and then had issues when they came back.

Re: Cannot reach this number

Chris140 — Wed, 27 Aug 2025 18:25:57 GMT

Thanks folks. Tho good troubleshooting steps for my phone, it turns out it's happing to others. Didn't work for me, but worked fine for Bell and Freedom users we tried. Similar in the US - didn't work for Mobile or AT&T, but worked for one Verizon user and then not another.

We've just decided to switch providers, and theirs works perfectly for everyone.

Thanks anyway.

Re: Cannot reach this number

Dunkman — Wed, 27 Aug 2025 18:57:23 GMT

@Chris140

I have flagged your case with PM staff. Supposedly, the PM network staff had corrected the 1-800 calling issue for previous customers, but your experience states otherwise.

Re: Cannot reach this number

Chris140 — Wed, 27 Aug 2025 19:05:12 GMT

Appreciate that. But I don't think Public/Telus is alone here. Turns out it was happening on T-Mobile, AT&T, and some Verizon as well. Worked here with Bell and Freedom tho.

And I suppose anytime Bell does something better than you, you want to look into it...