Western Canada Network Outage, August 19, 2024

[computergeek541]

For discussion about network issues in Western Canada that started on August 19, 2024, please continue the conversation in this thread.

[Sully1]

Just got an update via SMS from Telus "We apologize for the service interruption you are experiencing. We have determined the root cause of the issue to be a system issue."

[Ttran0109]

I'm on 4G and my husband and son are on 5G. Maybe this is the issue.

[slusagm]

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@Ttran0109 wrote:

I'm wondering if it is an general outage, everyone should have this issue. My husband and my son are with PM. They have no issue calling or receiving calls.

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true.  I think it somehow tied with accounts as well.  Keep reboot the phone every hours and maybe it will suddenly work again.  and remember to update us 

[Ttran0109]

I'm wondering if it is an general outage, everyone should have this issue. My husband and my son are with PM. They have no issue calling or receiving calls.

[BKNS27]

@Spleenless 

It seems there are a lot of outages in Alta and BC.

Check in your area:

https://istheservicedowncanada.com/status/telus/map 

[slusagm]

yes , there is current problem with voice , especially with calling out

https://productioncommunity.publicmobile.ca/t5/Get-Support/Alberta-Voice-problem/td-p/1243328

you should let PM knows you are one of those affected as well.   Just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Saffire0]

Yes... this is what I received...
"Thanks for reporting this! I have checked and there is a general outage in the western area so right now our support team is working to resolve this asap. We apologie for the situation and we`ll let you know as soon as we have an update!"

[Magignome2024]

I am not able to call out at all, my mom at one point left a voicemail....then tried calling me again and it went through, thought the service was fixed so I tried calling out again and I am still not able to.  My son called me on my cell and it worked for him as well.  

My mom and kid both have samsung phones and my husband and I have ASUS Zenfones, no idea if that matters or not, but I find it very odd.  

[Spleenless]

Hello this morning my son and I (who use public mobile) cannot make calls out. Calls can come in but we cannot call out. We have restarted our cells to no success. Is there an outage somewhere or what is the issue?

thanks Spleenless

[Anita3]

Okay I will submit ticket and thank you 

[Anita3]

BC 

[slusagm]

thanks @Katherine_Chow for confirming. I guess it is an issue on the West overall

[slusagm]

Look like it affects BC as well.

So, it is a problem on the West overall

[slusagm]

@Anita3 

yes, many have the problem today.   You are from Alberta or BC?

I have make a summary here
https://productioncommunity.publicmobile.ca/t5/Get-Support/Alberta-Voice-problem/m-p/1243328#M858105

I suggest you to open ticket with PM so they know you are affected

open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Anita3]

No not new account 

[Katherine_Chow]

I'm in Vancouver

[EB0]

@Anita3 

Is it a new account or ported number?

[Anita3]

I am having trouble making outgoing calls. is anyone else having this trouble. I need help 

[Mccor1]

The fix for us was to download a new e-sim. The oldest installation didn’t work and was causing all the issues.  

[slusagm]

yes, it is system wide issue for Alberta, are you in Alberta too?

https://productioncommunity.publicmobile.ca/t5/Get-Support/Alberta-Voice-problem/td-p/1243328

[Katherine_Chow]

I also cannot make or receive calls since this morning. Last night I was still able to do it. I'm able to receive text no problem.

[slusagm]

Surprised that after so many posts, PM has not made the formal announcement yet

According to Telus outage page, they have problem with Voice service in Alberta started at 5AM.  But the last update at 12:07PM just "Service technicians have been engaged, and investigation is ongoing."  So, basically no ETA

TELUS Service Status

Telus has changed it from Alberta only to Western Canada at 1:19PM

[slusagm]

@Jen53 

are you in the West, specifically in Alberta?  There is  outage in the West, in Alberta:

TELUS Service Status  Degradation of wireless voices services in Alberta 

Many said they cannot make calls, but they can receive calls and data and text both work

I think you should let PM knows, just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Jen53]

As of yesterday whenever I try to call anyone I get three beeps in a row and no connection what is happening!

[CS_Agent]

Hello there, and thanks for visiting our community forum.

The community is a great way of searching for answers and help from our customers, in case you are in the West, currently we are working as fast as we can to have the service back and running, we apologize for the inconvenience,  however if you still need assistance, and you have reached out through a private message, we kindly ask to keep an eye on your community inbox.

Our customer support team will get in touch as soon as possible.
Public Mobile Team.

[CS_Agent]

Hello there, and thanks for visiting our community forum.

The community is a great way of searching for answers and help from our customers, in case you are in the West, currently we are working as fast as we can to have the service back and running, we apologize for the inconvenience,  however if you still need assistance, and you have reached out through a private message, we kindly ask to keep an eye on your community inbox.

Our customer support team will get in touch as soon as possible.
Public Mobile Team.
 

[slusagm]

@amandatimm 

your issue is probably related with the system issue Telus currently has

Are you in the West, specifically in Alberta?  There is  outage in the West, in Alberta:

TELUS Service Status  Degradation of wireless voices services in Alberta 

Many said they cannot make calls, but they can receive calls and data and text both work

I think you should let PM knows, just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[amandatimm]

I had a normal SIM card but somehow deleted all the information while I was travelling so I bought a Public Mobile eSIM. Now I can get SMS, I can receive phone calls but I cannot make phone calls. What is happening?

[slusagm]

@MJ22 

are you in the West, specifically in Alberta?  There is  outage in the West, in Alberta:

TELUS Service Status  Degradation of wireless voices services in Alberta 

Many said they cannot make calls, but they can receive calls and data and text both work

I think you should let PM knows, just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[slusagm]

are you in the West, specifically in Alberta?

there is  outage in the West, in Alberta

TELUS Service Status

Degradation of wireless voices services in Alberta 

Many said they cannot make calls, but they can receive calls and data and text both work

I think you should let PM knows, just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437