topic Re: Not receiving phone calls in Get Support

Not receiving phone calls

LilyRM — Wed, 19 Nov 2025 14:16:12 GMT

Hello, I had an appointment over the phone which I "missed". Checked my phone logs, no incoming calls, the dr sent me a screenshot clearly showing outgoing, unanswered, calls to my number - we double checked the number and it was correct.

I've been told this is likely due to the carrier blocking the number, this needs to be fixed.

Re: Not receiving phone calls

TheSterlinger — Wed, 19 Nov 2025 14:25:35 GMT

Hi, the carrier won't block your number.

Check that you have not blocked the number in your phone settings.

Importantly, it depends on the type of phone you have which could be the issue. What type of phone do you have? You could try to reset networks, but that might not fix.

Please read the below to see if this could be the reason for missed or bad phone connections.

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

If it is, the only fix would be to get a new phone or move to another carrier. Eventually though, you will experience the same issues somewhere else as all carriers will be making the change to the system eventually.

Re: Not receiving phone calls

LilyRM — Wed, 19 Nov 2025 14:33:23 GMT

My phone is almost certainly not the issue as I am still receiving calls in general, but this doctor's number which used to work fine is no longer coming through

Re: Not receiving phone calls

TheSterlinger — Wed, 19 Nov 2025 14:38:19 GMT

That's great.

You could check or try the following: turning airplane mode on and off, restart your phone, check if do not disturb was on by accident or just bad connection at the time.

If this was the only time that this occurred, could be just a one off missed connection.

Monitor it.

Re: Not receiving phone calls

LilyRM — Wed, 19 Nov 2025 14:40:29 GMT

It was not a one off thing, my phone is never on airplane or do not disturb, and the doctor who's number is not coming through called 4 times over 2 days, not a single time did it show up in my call log

Re: Not receiving phone calls

hTideGnow — Wed, 19 Nov 2025 14:43:58 GMT

hi @LilyRM

what phone do you have?

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: Not receiving phone calls

TheSterlinger — Wed, 19 Nov 2025 14:46:08 GMT

Check with customer service and see if there is anything they can fix on their end then.

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

Re: Not receiving phone calls

CSA_PM — Wed, 19 Nov 2025 16:08:03 GMT

Thank you for the escalation! The customer is in contact with an agent.

Re: Not receiving phone calls

PM_5G — Thu, 20 Nov 2025 03:02:49 GMT

Not sure which phone you are using but if you are using a Samsung Note 8 or Note 9 phone, incoming calls from Telus VOIP lines do not go through... BUT if the caller uses call block so *67 and then dials your number... calls do come through but you would not get call display. I haven't been able to figure out this issue and have tried asking customer support but no fix... Have now upgraded to a newer phone which solved this issue...
Not sure if anyone has any answer to this issue...