topic Re: Keeps breaking in Get Support

Keeps breaking

suzanneramsay — Thu, 02 Jul 2026 17:52:41 GMT

My hubby and I each have an account and for the past month or so the calls are constantly breaking and we can't talk to anyone. What is going on? A day here and there we won't have that problem but very few.

Re: Keeps breaking

hTideGnow — Thu, 02 Jul 2026 17:55:09 GMT

hi @suzanneramsay

try on both phones. Reboot your phone and reset network settings

Re: Keeps breaking

suzanneramsay — Thu, 02 Jul 2026 18:05:29 GMT

How do I reset the settings?

Re: Keeps breaking

hTideGnow — Thu, 02 Jul 2026 18:11:07 GMT

hi @suzanneramsay

For iPhone

Open Settings, Tap General, Scroll down and tap Transfer or Reset iPhone, Tap Reset at the bottom, Tap Reset Network Settings.

Samsung Galaxy

Open Settings, Tap General management, Tap Reset, Tap Reset network settings

Google Pixel / Motorola / Other Stock Android
Open Settings, Tap System, Tap Reset options, Tap Reset Wi-Fi, mobile, & Bluetooth , Tap Reset Settings

Re: Keeps breaking

slusagm — Thu, 02 Jul 2026 18:16:05 GMT

@suzanneramsay

what phone do you have? you know if you are using VoLTE for calls?

Use the IMEI checker to confirm if your phone is on PM's VoLTE whitelist and using it to make calls
https://www.publicmobile.ca/get-help/articles/volte

if you have an older phone that is not VoLTE whitelisted, you will need a newer phone

Re: Keeps breaking

suzanneramsay — Thu, 02 Jul 2026 18:41:35 GMT

Ok got it

Re: Keeps breaking

suzanneramsay — Thu, 02 Jul 2026 18:52:19 GMT

It didn't work I'm still breaking

Re: Keeps breaking

hTideGnow — Thu, 02 Jul 2026 18:54:29 GMT

hi @suzanneramsay

you haven't tell us what phone you have

Re: Keeps breaking

suzanneramsay — Thu, 02 Jul 2026 19:19:39 GMT

I have a Samsung A16 and yes I'm using VolTE

Re: Keeps breaking

suzanneramsay — Thu, 02 Jul 2026 19:23:34 GMT

I check with my IMEI and that's what I got. Doesn't make sense.

Re: Keeps breaking

hTideGnow — Thu, 02 Jul 2026 19:53:28 GMT

hi @suzanneramsay

no worries, Samsung A16 are good. We have support agent confirmed that some newer models are not added to the database in time, but they are whitelisted on the system and are using VoLTE

so, what left of you is to submit a ticket with PM agent and explain them the current sound issue, they might refresh your account and will have the issue resolved

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Ticket", Then click the following in order: "Account Management" , "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

Re: Keeps breaking

slusagm — Thu, 02 Jul 2026 20:00:42 GMT

remove your screenshot as it has your IMEI, don't disclose in open forum here

go to this page, click X on top right of the image and delete it
https://productioncommunity.publicmobile.ca/t5/media/gallerypage/user-id/561055/tab/all
(delete both images)

your A16 is NOT a Canadian model and hence could be the reason why it is showing not compatible. But generally, a Samsung A16 should be VoLTE compatible and you should have better voice quality.

And when making calls, does the phone showing it connects to 4G or LTE or 5G?

Re: Keeps breaking

suzanneramsay — Thu, 02 Jul 2026 20:49:13 GMT

Thank you