Access Token

[DKemp]

Why am I getting no access token and I can’t receive or make phone call, all calls are dropped?

[softech]

@DKemp 

You can engage support by direct message them here:

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

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

But did you check if your account status is active?  To avoid browser cache confusing,  please login My account using Incognito mode to confirm account status

If it shows On Hold (Suspended) , then it is a payment issue.  Click "Pay Now and Resume Services" to make a manual payment 

If it shows active,

• first try to reboot the phone
• If that does not work, change the Preferred network type or network mode to 3G only or WCDMA only and see if it works, also try LTE or 4G
• Try to click Reset All Networks and see if it helps
• and do you have another phone to test the PM sim ? just to make sure it is not a device problem.  Also, that can force a sim card re-provision and it could resolve the problem
• Also, try the phone in another area if possible, it could be just a local network outage
• You can also try to see if VoLTE works.  But first, what brand and model of phone you have?
  You can check the VoLTE compatibility here:  https://www.publicmobile.ca/en/on/get-help/articles/volte
  If you have a compatible one try to turn on VoLTE
  

  iPhone: Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                   Settings->Cellular->Cellular Data Options->Voice & Data, enable 4G or LTE there
  Pixel:  Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                  Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there
  Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there

  Now, turn off Wifi first. Check if the phone status bar showing it is connected to 4G or LTE

  Then make some calls, see if the signal indicator shows LTE or drop back to H or 3G while you are on the calls.  If it stays with LTE, then yes, you are using VoLTE, and you can see if calls are any better.  

[Dunkman]

@DKemp 

More details would be helpful.  New customer versus old? Did talk work before?  

Does data work?  texting work?

Which model phone?

A few basic troubleshooting advice:

Reboot phone

Network reset of phone (this will erase any saved wifi passwords)

Put the SIM card in another working phone.  This will help determine whether hardware issue versus PM service problem. 

[Handy1]

@DKemp  Please submit ticket with support 

send  a  private message   To CS_Agents

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