topic Re: Service not working in Get Support

Service not working

Daisyppwang — Fri, 10 Oct 2025 14:58:26 GMT

Hi there,

I recently find that I can't make calls but can receive calls.

Can you help me check and solve this problems?

Thanks.

Re: Service not working

hTideGnow — Mon, 12 Jan 2026 13:39:48 GMT

hi @Daisyppwang

what phone do you have? Which province you are at?

If you are in Manitoba, PM has decommissioned their 3G network already and you need a phone that has VoLTE and is compatible with PM.

If you are not in Manitoba, you can still use 3G voice in most area but the voice calls could still be a problem as Telus is refarming all of their 850 to 10 MHz LTE B5 in their markets, mainly BC, AB, Windsor, Ottawa, GTA area Montreal, Quebec City. Bell networks, which Telus/PM use as well, is also working on that as well

If you phone has VoLTE and is compatible with PM VoLTE, you shouldn't be impacted at all. Use the IMEI checker on this page to confirm:
https://www.publicmobile.ca/en/get-help/articles/volte

But if your phone is not not on PM's VoLTE whitelist, and if your phone has only 850 Band 5 on the phone but lacks 1900 Mhz, if your phone were bought from another country, or an imported model, then you might be impacted with no 3G voice service at all
On the other hand, if the phone has 1900 Mhz, or it is a Canadian/US model, it likely won't be impacted as much but the voice calls quality might still degraded.

https://www.publicmobile.ca/en/get-help/articles/850-turndown

Re: Service not working

Daisyppwang — Fri, 10 Oct 2025 15:00:38 GMT

I use iPhone 16 pm

Re: Service not working

hTideGnow — Fri, 10 Oct 2025 15:02:39 GMT

hi @Daisyppwang

iPhone 16 is safe

just make sure you are on latest iOS, and have the latest Carrier Profile

Then click Reset network settings and test again

if same, ask PM to refresh account on the system. You can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Service not working

slusagm — Fri, 10 Oct 2025 15:08:38 GMT

how recent you have the call issue? if just since yesterday, check the Telus Outage map, there are lots of Mobile issue in Alberta and Vancouver area

https://www.telus.com/en/bc/outages

Re: Service not working

Daisyppwang — Fri, 10 Oct 2025 15:12:49 GMT

I found this issue since this Monday.

Re: Service not working

Daisyppwang — Fri, 10 Oct 2025 15:20:42 GMT

I just reset networking settings but it's still the same