Calls just stopped working

[Wess]

Was just on the phone and mid call the call dropped. Now I cannot make any calls at all, and the person speaking to me said they called back and it went to a voicemail with a robot voice instead of my usual voicemail. The screen just looks like it's dialing but not connecting, then makes the call failed sound and goes back to keypad.  

I powered down my phone twice, took out the sim card. airplane mode on/off, still no. 

I am a recent Public user, this is my first month, so account is in good standing. 

Phone number was local, not international, but it is ALL numbers I cannot connect to, even voicemail, even 611. 

Service is toggling between 1 and 2 bars, but this is not service related. 

Please help! 

[hTideGnow]

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@Wess wrote:

UPDATE

So after toggling Network Selection from Automatic to Public Mobile, a few calls started to work (didn't ask anyone to try and call me). Then I just toggled it back to Automatic and It seems like calls outbound are starting to work (but with a long delay to ring), and now I have asked a few people to call me and they cannot. Said it rang twice and went to voicemail. 

It seems like this is stumping everyone, so I appreciate the patience and helping me!

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Hi @Wess   At least it confirmed the SIM is working (on and off).  Please open a ticket with PM CS agent and let us know how they resolve your issue

[Wess]

UPDATE

So after toggling Network Selection from Automatic to Public Mobile, a few calls started to work (didn't ask anyone to try and call me). Then I just toggled it back to Automatic and It seems like calls outbound are starting to work (but with a long delay to ring), and now I have asked a few people to call me and they cannot. Said it rang twice and went to voicemail. 

It seems like this is stumping everyone, so I appreciate the patience and helping me!

[Wess]

Yes, I tried my SIM in my partner's phone and it said the phone doesn't support the SIM network, not verbatim, something similar. He is on Koodo, although his phone is not currently in service, so i'm not sure if that matters or not. 

[Wess]

Am currently on the About screen in settings but do not see anywhere to install a carrier update? 

[BKNS27]

@Wess 

Do you have another phone to try the SIM?

If it still a problem then it is the SIM.

If not, it could be the phone.

[Wess]

It has not said no network, or public mobile, just bars of service. 

Is it possible to have a sim issue weeks later? 

I did submit a ticket earlier. 

Thank you very much for everyone's time, by the way, very appreciated! 

[hTideGnow]

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@Wess wrote:

How do I find this? 

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To perform a Carrier Profile update

If you dismiss the installation notification, you can update carrier settings manually by following these steps:

Make sure your device is connected to Wi-Fi or a cellular network.
Tap Settings > General > About.
Follow the onscreen instructions to install your carrier update.

[Wess]

when i turn wifi off, data works, yes.

calling does not, texting in/out is working, yes

[Wess]

How do I find this? 

[Wess]

Okay, so I switched network selection, automatic off, and put it on public mobile. I was able to get 3 phone calls through, and 2 that would not do anything, same as before. 

[hTideGnow]

HI @Wess   

when I asked if your SIM connects to PM, i meant what the screen on the phone shows.  Did it say No Network?  or it said Public Mobile and say bars for signal?  the fact that you said  "another iphone (Koodo) and it said the device wasn't set up for the network of the sim. " makes me worry it is a SIM issue

Have you open a ticket with PM support yet?   Please go ahead if you have not yet:

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[esjliv]

@Wess  -  So data works - if you turn your wifi option off on your phone, does data work then?

Calling does not work.

Does texting in/out work?

[Wess]

No, still can't make outgoing calls. I just put the sim card into another iphone (Koodo) and it said the device wasn't set up for the network of the sim. 

yes, tried changing to 3G only, nothing changed. 

When you say connected to PM, do you mean private messages? Or Public Mobile? I'm currently using my laptop, but data seems unaffected. I can bring up IG and Tiktok and they are working. 

I'm in BC. 

Just currently texting a friend who lives up the road about her service, will let you know when I get a response. 

Just reset the network settings as you asked, nothing changed

[hTideGnow]

Hi @Wess   What is your Carrier Profile version?

[BKNS27]

OK, maybe other Community members can think of something.

The last resort is to do a factory reset or go to a Apple Genius store to have it checked out.

[hTideGnow]

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@Wess wrote:

It is on automatic, yes

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@Wess   Try changing from Automatic to 3G Only.  Maybe it helps, especially for incoming calls

[Wess]

It is on automatic, yes

[esjliv]

---

@Wess wrote:

I don't have a phone to check my sim, unfortunately. 

phone model Iphone 11 pro max

no outages in my area that I can see

have not had this issue since I signed up

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@Wess  - it is possible your area is updating their network.

Do you have someone else with a cell phone that is in your area to see if their services are acting the same?

Try to Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

If someone has a telus or koodo or public mobile account near you it would be interesting to see if they have similar service.a

If someone has good service, then I would submit a ticket to CSA.

[hTideGnow]

---

@Wess wrote:

it says ios 15.3.1

---

HI @Wess   

good , the iOS issue is just on Data and won't affect voice

Can you still make outgoing calls?   You tried changing to 3G ONLY?

Also, the screen shows that you connected to PM?  how about Data?

which province you are at?

[BKNS27]

@Wess 

Only thing I can think of is the Cellular Network Selection. Is it on Automatic?

[BKNS27]

That iOS is good so need to narrow down your issue.

[Wess]

it says ios 15.3.1

[BKNS27]

@Wess 

The $10 credit is for using someone referral code.

So your $35 plan will be $25 on March 4 excluding all taxes.

[BKNS27]

@Wess 

Just curious of the iOS update on your iPhone 11? 
There were issues with iOS 14.5 beta and beta 2.

[Wess]

I don't have a phone to check my sim, unfortunately. 

phone model Iphone 11 pro max

no outages in my area that I can see

have not had this issue since I signed up

[esjliv]

@Wess - at least those are the results you want for those checks, so that's good.

Do you have another phone you can text test your SIM card in, to see if services are improved?

What is your phone model?

Check for outages in your area: https://www.telus.com/en/on/outages

or https://downdetector.ca/status/telus/map/ 

Is this a new issue, or are you a new customer? 

If services never worked well since activation, then I would submit a ticket with customer support.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[Wess]

Just checked, it says my number is not on the blacklist.

just confirmed, account says active.

sim card 4 digits match

[esjliv]

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@Wess wrote:

I just went onto the site, but there are no clickable links to do anything there? 

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@Wess 

Did you go to this site for checking if you phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

For your imei number, dial *#06# to get it.

[esjliv]

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@Wess wrote:

I just tried, but now the calls immediately drop, instead of trying for a while and then dropping. 

my account says:

avail funds $10

payment due before march 4

payment for next cycle $35

amount owning $25

I signed up for auto payment though, and reading this is confusing to me. the $10 is from being referred. Does this mean I owe money? It hasn't been a full 30 days since I switched over

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@Wess  that list looks fine, as long your account is showing Active status.

While you are on your account go to the Change Sim Card option under My Profile and confirm the 4 digits listed there match the last 4 digits of your actual SIM card.

Check @Anonymous suggestions as well.

[Wess]

I just went onto the site, but there are no clickable links to do anything there? I did not cancel a charge from Koodo