topic Can't make call to 1-800 in Get Support

Can't make call to 1-800

Pubhero — Mon, 15 Sep 2025 19:13:56 GMT

Hi:

Today I was trying to make a call start with 1-800 but it can't get through.

The message said " Call can't be completed, Please ask operator to assist."

The 1-800 is one of the TD Canada number and used to work fine.

Please help.

Thanks,

Allan

Re: Can't make call to 1-800

TheSterlinger — Mon, 15 Sep 2025 19:24:16 GMT

@Pubhero this is an issue for a few weeks now.

Message Public Mobile agents and let them know. To fix for you.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

'Contact Us', and choose your topic.

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Can't make call to 1-800

Pubhero — Mon, 15 Sep 2025 19:36:04 GMT

Seems Public Mobile website got some trouble.

Logged in but can't show products, offer or my account information.

I can't open a ticket either following the chat link because of that.

What else can we do here?

Re: Can't make call to 1-800

hairbag1 — Mon, 15 Sep 2025 19:46:28 GMT

@Pubhero

using your laptop, try using incognito mode to log in to your account. Contact Customer Support for help with your issue dialing 800 numbers. It's been a prob for a few weeks now...only they can fix it for you.

Re: Can't make call to 1-800

Dunkman — Mon, 15 Sep 2025 20:42:42 GMT

@Pubhero

Known issues for a few customers. PM is aware and working on solution. Customer agent can offer a fix on their back end. If you cannot submit ticket, you can private message CS_Agent.

Send a private message to CSA through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

One customer toggled airplane mode on, then off. Another customer choose manually 4G or 5G (instead of Auto) network. Helped them call toll free number afterwards.

Re: Can't make call to 1-800

Grinch — Tue, 16 Sep 2025 14:51:17 GMT

Reboot phone

Make sure you dial the prefix “1”.
Try from another phone.
Keep in mind some 800 numbers are set up to only allow calls from a specific zone.

Re: Can't make call to 1-800

Pubhero — Tue, 16 Sep 2025 16:59:08 GMT

Quick update for my issue.

Been able to submit the ticket yesterday afternoon after several attempts on Public's website.

Agent seems still put attention on my specific case and didn't mention this was a well-known and broader issue for PM users. Sadly!

They asked me the specific number that I was trying to call and failed and asked me to try call alternative numbers to reach the recipients.

Thank god this wasn't an emergency and I already found other operators line on my phone can make the call through.

If someone is really close to cs_agent, please help explain and escalate!

For me, this is definitely system issue resides on the backend or their network compoents:

1. Backend subscription provisioning on some lines have been missing for the calling to certain number, could caused by the database corruption when their system got upgrade

2. IMS network or TAS, boarder gateway configuration missing, could caused by the system update or upgrade, or even human errors.

Re: Can't make call to 1-800

Pubhero — Tue, 16 Sep 2025 20:28:19 GMT

Quick update.

cs_agent did something on their end after I convince them this is not phone or 800 number issue.

They finally did something on their end.

Now the issue has been fixed.

Thanks everyone for the guidance!

Re: Can't make call to 1-800

xmpham — Tue, 23 Sep 2025 19:48:12 GMT

same issue that was fixed a couple weeks ago but the issue came back today- please help