6UT1 error message on 311 and toll-free number

[fshaf]

Like many others, I've been facing this 6UT1 error message for a few weeks now. I figured out that adding a 1 before the area code helps. But I also get this error calling Toronto's 311 line, and my bank's 1-888 toll-free number.

I've tried restarting my phone to no avail.

My phone settings are:

• APN: PC Mobile (sp.mb.com)
• Preferred network type: Prefer LTE
• Mobile networks: Automatically select network.

I tried switching off "Automatically select" and selecting either "Public Mobile 4G" or "Public Mobile 3G" and still same error message when dialing 311.

How do I resolve this?

And why hasn't Public Mobile fixed this issue yet?

[fshaf]

@dust2dust I'm glad I never got that error. The 6UT1 thing was really trying my patience. I don't call out much, but when I do, I want to be very reliable.

[dust2dust]

@fshaf- Thanks for testing. I get an 8UV1. Some time ago a tech had a go at it but there was no resolution. Still doesn't work. Good to know that a Public phone would work.

[fshaf]

@dust2dust sorry I didn't get back to you earlier. I tested that number for the Mexican resort. It works for me.

[dust2dust]

Great news. Could you try 1-866-845-3765 and see what happens. It's for a Mexican resort. I can't seem to connect to it but I can connect to like RBC toll free and at&t directv toll free in the US. I can call that resort with TextNow.

[softech]

@fshaf   GREAT to know!!!

and Bravo to @CS_Agent  for quick response and quick fix!!

[fshaf]

@softech @dust2dust :

I logged an issue with the Chatbot link. The agent said she refreshed something on the backend. I restarted my phone. PROBLEM SOLVED!

I tested toll-free numbers, province-wide dialing, and 311.

All works!

No "1", "+", or "+1" needed.

[softech]

Showing 311 on usage

[dust2dust]

@softech- After dialing 311, look in your usage details to see if the number converts out to a 10 digit number somehow. Probably not. But might be worth the look.

[softech]

@fshaf I guess you really have to open ticket with PM support and see what they say.  Remember to tell them other with 416 and GTA area codes can call 311 but you are having problem

Let us know how it turns out

[fshaf]

@softech yup. 416 area code.

[softech]

@fshaf yup, reading your message and testing 🙂 

for 311 , it works for me.  I wonder if it is just account issue.  curious ,  do you have a GTA area code??

[fshaf]

@softech I thought you read my entire message. I already found a solution for toll-free and US dialing - thanks to @dust2dust.  The 311 issue is still not resolved!

[softech]

@fshaf call US only need to dial 1 in front of the 10 digits , not 011

but to call US, you need to to have the proper US LD add-on or the Holiday bonus LD add-on.  Login to My Account again using Incognito mode and confirm you have one of those 

[fshaf]

@softech yes, I have plenty of outgoing minutes. I confirmed by calling numbers within Ontario. But it failed when I called US phone numbers, either with a 1 or a 011-1.

@dust2dust Adding a "+" works!  It works for toll-free numbers and US phone numbers. Thank you! I want to mark your answer as a solution, but it doesn't solve the 311 problem.

@softech So 311 is still a problem. I also tried 1311, +311, and +1311. None of them work!

I want to escalate this issue to a Public Mobile support agent.

I don't want to have to remember to add 1 or +1, or change all my saved contacts, just to make a call with Public Mobile.

[computergeek541]

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@fshaf wrote:

Like many others, I've been facing this 6UT1 error message for a few weeks now. I figured out that adding a 1 before the area code helps. But I also get this error calling Toronto's 311 line, and my bank's 1-888 toll-free number.

I've tried restarting my phone to no avail.

My phone settings are:

• APN: PC Mobile (sp.mb.com)
• Preferred network type: Prefer LTE
• Mobile networks: Automatically select network.

I tried switching off "Automatically select" and selecting either "Public Mobile 4G" or "Public Mobile 3G" and still same error message when dialing 311.

How do I resolve this?

And why hasn't Public Mobile fixed this issue yet?

---

Please remember that APN settings are only for data use.  They are unrelated to calling issues.  As for the other device settings, a 6UT1 type error is a call routing issue. Only Public Mobile could fix such an issue.

[softech]

@fshaf so, you still have outgoing minutes and can call regular numbers without problem??

[fshaf]

I am on the $15 plan, and I have a bunch of add-ons.  The toll-free numbers always worked before.

[softech · Accepted solution]

@fshaf you are not on $15 plan,  are you?

and usually while 311 does not work, the regular 1800 should work.

since it has been couple weeks and. no workarounds work, please check with PM support 

1. Please open ticket via Chatbot (requires access to My Account): click this  Chatbot Ticket Link 

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[fshaf]

I tried it - I changed the "preferred network type" and also manually selected "Public Mobile 3G".
It still does not work!

I tried two different bank's toll free numbers. Same error!

[dust2dust]

For the toll free you might even need to add the + in front of the 1.

[dabr]

@fshaf    Have you tried dialing the full toll free number instead of just 311? 

Perhaps try switching the network mode to 3G temporarily to see if that helps.

[fshaf]

Toronto's 311. As in Toronto, Ontario.

And what about toll-free numbers like 1-888 or 1-800 ?

It already has a 1 in front of it.

[softech]

@fshaf   APN settings will only help your data and not voice

for addin 1 in front of the 10 digits, look like it is a new norm after VoLT enabled.  Please keep adding the 1 in front of the number and add it to the contacts you have 

for 311, which province you are in ?  There has been some posts about calling 311 issue from the maritime provinces, not sure if it ever got fixed