topic Re: Lost phone usage in Get Support

Lost phone usage

Howardlaguff — Tue, 28 Oct 2025 18:31:46 GMT

hello. I have lost the ability to make or recieve phone calls all of a sudden.

Please help im a recent customer and a senior.

Re: Lost phone usage

hTideGnow — Tue, 28 Oct 2025 18:34:29 GMT

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

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 has not done this, so it won't affect area that has Bell networks which Telus/PM use

If you phone has VoLTE and is compatible with PM VoLTE, you shouldn't be impacted at all. Check here:
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: Lost phone usage

BKNS27 — Tue, 28 Oct 2025 18:41:42 GMT

@Howardlaguff

Just login to your account on the PM app or website and see if Subscribe button for AutoPay is enabled.

You can also dial 611 or call 1-855-4PUBLIC from another phone and check to see if your account is Suspended.

If it is suspended then AutoPay didn’t withdrawn the monthly bill from your CC or debit card. You will need to make an manual payment and you will need to enable Subscribe if it was disabled for future payments.

Then reboot your phone by powering off then back on. You should also reset the Network setting on your phone. If you are still having issues. Let us know the make and model of your phone so we can give you step by step instructions.

Re: Lost phone usage

Howardlaguff — Tue, 28 Oct 2025 19:05:14 GMT

Thanx for help but all those boxes are checked and fine. Subscription good till nov 14.

Phone not receiving or making calls

Howardlaguff — Tue, 28 Oct 2025 19:28:05 GMT

Unfortunately I am still not able to make or receive phone calls. When I place a call I get a message at the bottom saying. “Number changed by sim. +16477888261

Re: Phone not receiving or making calls

hTideGnow — Tue, 28 Oct 2025 19:32:10 GMT

hi @Howardlaguff

what phone do you have?

and please update your phone number in the post, this is just the community forum and don't post personal info here

I think you need PM support to check

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, 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