Calling wont work outside home

[Simundsonj]

I got a new phone, a sony xperia 10 III model XQ-BT52, and after I put my sim card inside it everything worked from my home in Grunthal, Manitoba. Problem is if I leave my house area and go anywhere else I cannot make or receive phone calls but my text/data works everywhere. I have even swapped out my sim into another friends phone and his in mine, and my friends phone works with my sim but my phone wont work with his sim either... same problem. Weirdest thing is that it works at my own home (even when i turn off wifi) and not in Winnipeg where I work. Any ideas on what might be going on here? I've tried rebooting, reseating sim card. Like I said my data and texting work anywhere perfectly. Any help would be appreciated. Thanks

[darlicious]

@Simundsonj 

This is very unfortunate and as far as Swiftronics goes very poor customer support and service. Hardly "fair and ethical" as they promise in their return policy especially since you missed their return window by one day. Seeing as their "support" doesnt know what they are talking about. At the very least outside of the "Manitoba" problem your phone only has the 850 band for 3G rather than the usual two B2 (1900) and B5 (850). The fact that they claimed it was an APN issue is even worse.....rather than an oversight of missing one band and as luck would have it you happen to live in Manitoba with public mobile etc.... they could have offered a trade in or come to some kind of mutual arrangement.

While I have recommended them I have only purchased one phone from them and after reading their return policy and not wanting to pay for shipping I was able to order thru amazon.ca with a less restrictive return policy and free shipping. Assuming you bought a brand new device (open box are final sale) you may be better off with a private sale anyways. Guaranteed they would have charged you thre 20% restocking fee plus you would be responsible for the return shipping. Hopefully you got it on sale as well? You also probably only paid gst?

Based on you purchasing the phone at the sale price of $449+$22.50 (gst)+$12.99 (delivery)=$484.49 It will cost you at least $20 for return shipping and another 20% restocking fee of $90 giving you about $375 back from a return. Whereas you will be selling a nearly brand new "open box" device in mint condition with a retail price of $600+tax (pst+gst)$72=$672 So you put it for sale $500 obo with anything above $375 you are coming out ahead of a return and $450 almost breaking even.

I will have something to say to Swiftronics myself....as I am now reluctant to recommend them given their customer service.

[computergeek541]

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@Simundsonj wrote:

Swiftronics customer support stated the phone would work... said it was a APN issue, but i looked and there is no APN other than public mobile on my phone. however darlicious stated it wont work because telus uses their own towers in winnipeg/brandon. I even emailed customer service about this post/solution and they wont help me out because i was out 31 days instead of 30 days within their return window. At this point ill have to sell my phone on marketplace/kijiji to try to get funds back... thanks for your help with this issue

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An issue with phone calls can't possibly be fixed by chaning APN settings.  APN is only about data use.

[Simundsonj]

Swiftronics customer support stated the phone would work... said it was a APN issue, but i looked and there is no APN other than public mobile on my phone. however darlicious stated it wont work because telus uses their own towers in winnipeg/brandon. I even emailed customer service about this post/solution and they wont help me out because i was out 31 days instead of 30 days within their return window. At this point ill have to sell my phone on marketplace/kijiji to try to get funds back... thanks for your help with this issue

[hTideGnow]

HI @Simundsonj   If you want less trouble for the Manitoba network situation, get a phone designed for North American, get one that really sold in Canada

and Hopefully VoLTE will come sooner and we will all have less headache for voice

[Simundsonj]

I'm in the works, but I doubt it. I just got past the 30 day window for returns. I wish I noticed sooner but I never use my phone for voice that much, and I thought it was working when I did use the voice at home...

Probably will buy another phone and try to sell this one on marketplace to someone on bell/rogers.

[darlicious]

@Simundsonj 

Is the phone returnable?

[Simundsonj]

Alright that explains things. Thanks for the help

[sheytoon]

Pretty much exactly what @darlicious said. Voice calls will not work on your phone in Winnipeg and Brandon. You'll need to get a new phone, wait for VoLTE, or switch to Bell/Rogers family.

[darlicious · Accepted solution]

@Simundsonj 

This explanation is from our resident expert @sheytoon  on these matters...

The reason it's not working is that Manitoba is a special province. In Winnipeg and Brandon, Telus uses their own network entirely, which is different than the shared Bell/Rogers network.

Telus doesn't have 3G B5 (850 MHz). Which means phone calls on PM must use 3G B2 (1900 MHz). Either your phone isn't supporting 3G 1900, or you are out of coverage for Telus 3G in your location, while being in coverage of Bell/Rogers.

LTE might work on certain bands, which would let you use data, SMS/MMS, voicemail indicator, but the actual voice calling still requires 3G 1900.

Rumour has it that VoLTE may be coming at the end of September. In tbe meantime maybe see if the workaround will suffice. Download a voip provider like textnow or fongo and call forward your pm phone number for unreachable to your new voip phone number. You should be able to send/recieve calls while on wifi and mobile data via the voip app.

[Simundsonj]

Airplane mode is off (still have data/text), have restarted the phone bunch of times. I just did a factory reset and it still is not working... 

Weird how it works when at home. Different towers, different bands? I need the phone to work all over Manitoba 😞 

[Timer]

@Simundsonj 

do factory reset, not works will then return this device

[dust2dust]

It looks like the phone only has one good 3G band. Manitoba is also a complicating factor. I don't think the phone is fully compatible with here.

[madridiana]

Is your airplane mode on? Or maybe you need to re-start your cell phone.