topic Re: Suddenly Not on a Network in Get Support

Suddenly Not on a Network

Voltheir — Thu, 11 Jun 2026 23:22:24 GMT

Hi,

I'm hoping someone can please help me.

I've been a PM customer for many years, on the same phone. My account is up-to-date.

Suddenly today my phone stopped taking or allowing outgoing calls.

I tried restarting the device. Tried toggling airplane mode on and off. Neither of those fixed the problem. I just did a factory reset on the network settings, and still no calls. I am unsure if I need to do something after the factory reset to get my account set up on the phone again.

Any help would be greatly appreciated.

Re: Suddenly Not on a Network

slusagm — Thu, 11 Jun 2026 23:24:42 GMT

data still work and just not calls?

what phone do you have? and which province?

check if your phone is on PM's VoLTE whitelist first:
https://www.publicmobile.ca/get-help/articles/volte

Re: Suddenly Not on a Network

Voltheir — Thu, 11 Jun 2026 23:31:20 GMT

Hi!

Data is working, texts are coming in, but not calls.

I have a Samsung Galaxy S22, and I'm located in BC.

Thank you! 🙂

Re: Suddenly Not on a Network

Voltheir — Thu, 11 Jun 2026 23:34:45 GMT

I looked up my phone's IMEI number, and it says my phone is "not compatible." I feel dumb for saying this, but I'm not completely sure what that means, and confused since I was receiving and sending out calls yesterday.

Re: Suddenly Not on a Network

slusagm — Thu, 11 Jun 2026 23:37:14 GMT

Samsung S22 should be VoLTE compatible. Not sure why it said "not compatible"

check with PM to confirm why you lost voice today

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Suddenly Not on a Network

Voltheir — Thu, 11 Jun 2026 23:41:37 GMT

Thank you. I'll open a ticket.

I tried the chat bots, but wasn't able to get help beyond the basic things I've already tried.