Calls going straight to voicemail. Internal Server Error.

[Dan104]

Just like the subject says, recent calls to my public mobile phone have been going straight to voicemail. It's a 4G flip phone. Also, when I log into public mobile website and wish to see overview or subsciption details, it gives me the following message: "Internal Server Error. Sorry, there was an error loading. Please refresh the page or try again later". What's going on?

[Dunkman]

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@Dan104 wrote:

Thanks. Is there a way to know (before buying a phone not on their list) if it's VoLTE compliant? 

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@Dan104 

Unfortunately, PM's VoLTE list is not up to date and all inclusive.   

• Apple iPhone 8 & above (iOS 16 & above)
• Google Pixel 4/4XL/4a/4a 5G (TP1A.220624.014 & above)
• Google Pixel 5 (TP1A.220624.014 & above)
• Google Pixel 6a (TP1A.220624.021.A1 & above)
• Google Pixel 6/6 Pro (TP1A.220624.021 & above)
• Google Pixel 7/7 Pro (TD1A.220804.009.A2 & above)
• Samsung S23 (AVK2 & above)
• Samsung S22/S22+/S22 Ultra (CWAI & above)
• Samsung Galaxy Z Flip4 & Fold4 (CWAC & above)
• Samsung Galaxy Z Flip3 5G & Fold3 5G (FWB1 & above)
• Samsung Galaxy Z Flip 5G (HWB1 & above)
• Samsung Galaxy Z Fold2 5G (JWB5 & above)
• Samsung Note20 5G/Ultra 5G (HWB3& above)
• Samsung A53 5G (CWB4 & above)
• Samsung S21 FE 5G (EWB3 & above)
• Motorola edge 2022 (S2ST32.71-71 & above)
• Motorola Moto g 5G (S2SA32.1-54 & above)
• Motorola Moto g power (2022) (S3RQ32.20-42-10 & above)
• Motorola Moto g pure (S3RH32.20-42-10 & above)
• Motorola Moto g stylus 5G (2022) (S2SD32.21-85-3 & above)
• TCL 303 (V9Q1K & above)
• TCL 30 XE 5G (DM9M & above)
• TCL 20s (9DI0 & above)
• TCL 30 5G (7FCU & above)
• Sonim XP10 Rugged Phone (10.0.0-01-12.0.0-12.25.10 & above)
• ZTE Blade A7P (Z6252CAV1.0.0B15 & above)

In general, any newer phone model on the VoLTE PM list is VoLTE compatible.  Ie. Google pixel 8 or 9, iphone 16, etc.   Phones also should ideally be North American version.  

You can always ask on the PM forum for community member advice also before buying your phone.  

[Dan104]

Thanks. Is there a way to know (before buying a phone not on their list) if it's VoLTE compliant? 

[Dunkman]

@Dan104 

Thanks for update.  Actually, the Telus checker allows more phones to be used than on the Public mobile network. So some phones will work on Telus network, but not on PM network. 

PM introduced VoLTE in 2022 and then the phone manufacturers need to "turn on" VoLTE compatbility for their phone after than date. Many manufactuers did not turn on VoLTE for PM network.  

[Dan104]

Thanks again to all who replied. Just wanted to update that I checked on the following site https://www.telus.com/en/support/article/how-to-use-volte ("check if your phone is supported" option) by putting in the IMEI number and it told me right away it wasn't supported. Well, I guess another phone into the dustbin. Honestly it's **bleep** near a crime to basically force people into buying new phones every few years or so. 

[TheSterlinger]

This phone is not on PM list of approved phones, so you will encounter drop calls, no calls, connections and such depending on your location when using the phone. 

You might have to change phones to avoid these issues moving forward. Check for any software update in the Play Store this might help.

Did you get a chance to view the links provided earlier?

[Dan104]

Thanks very much for the replies, much appreciated. I've been using the phone for about a year, it's been fine. It's an Orbic Journey flip phone, 4G LTE. 

[Dunkman]

@Dan104 

Looks like 2 separate issues:

1. Which model phone for 4G Flip?  Some customers are having issues with talk recently due to refarming of the 3G 850 MHz to LTE in certain areas.  That makes it more important to have a VoLTE compatible phone with Public  mobile. Otherwise, depending on the location (ie. nearest cell tower), your talk services would be affected. That might mean getting a newer VoLTE compatible phone with PM. 

https://www.publicmobile.ca/en/get-help/articles/850-turndown

2. A few complaints over the last few days of this internal error (for customers trying to purchase add ons). Maybe try to clear cache first, incognito mode or a different web browser.  Or try a different device or the PM app.  This has been reported to PM management. 

[TheSterlinger]

There has been a lot of error messages within the last few days when we try to log into account or make changes to our plans. 

As for your calls going to voicemail,  it could be that your phone lacks VoLTE? 

PM has been making changes to their 3G 850MHZ. 

Check the link below to see if that applies to you?

https://www.publicmobile.ca/en/get-help/articles/850-turndown?_gl=1*k3rey4*_gcl_au*MTkyMjY3Nzc4NS4xN...

If this doesn't apply to use, use the chatbot to create a ticket and ask agent for assistance.