topic Re: Why haven't my issues been fixed? in Get Support

Why haven't my issues been fixed?

Shane87 — Fri, 05 Sep 2025 09:55:29 GMT

I have had this continuing issue the entire year. this past 12 hours I have not had connection to my services. The help I have received in the past did nothing to the point of frustration and giving up on even trying. But yet again here I am waiting for an important phone call and they cannot call me. I want this issue fixed or the freedom to leave this company with my existing phone number.

Re: Why haven't my issues been fixed?

ORNGNBLK — Fri, 05 Sep 2025 10:11:58 GMT

@Shane87 Sorry to hear about this. First -you do have the freedom to move your number to any other provider. But before you do, can you confirm that you tried to reach a CS_Agent and they were unable to help with your issue? I had connection issue in the past and the agent rest my network from the back end and for over 2 years I’ve had no such problems. Hope this helps

Re: Why haven't my issues been fixed?

softech — Fri, 05 Sep 2025 10:52:49 GMT

@Shane87

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: Why haven't my issues been fixed?

Shane87 — Mon, 06 Oct 2025 09:08:32 GMT

My phone is not the issue. It is a samsung galaxy s22 ultra. Again my phone has no service when i need it. My entire town lost power yesterday. 3 hours in i lost all service to my phone. No calling. No texting. No data