Can no longer access internet on 3G network, and can't receive calls on LTE

[dsgfituse]

I have a Samsung Galaxy A10 phone which is now almost 6 years old but running great except these last 2 months or so I have found that I have to put it on 3G only or 2G/3G to receive calls. If I select LTE/3G/2G I can get data and make outgoing calls but will not receive incoming calls at all - not even any log of missed calls. I've googled this and my phone should be capable of using VoLTE but there is no option on my phone to enable it. 

My questions are:

Was I probably getting data over 3G before and Public Mobile has phased that out? Switching between 3G and LTE lets me swap between being able to receive data and receive calls, so that seems to be the only issue blocking incoming calls.

Since many sites say the A10 models can do VoLTE, could it be that my SIM card is also over 5 years old and is an issue? Or I do just need to buy a new phone to get on 4G/5G properly? I understand 2G is long gone and 3G is gradually being phased out by telecommunications companies.

[Dunkman]

@dsgfituse 

the 3G network is not completely decommissioned at this time.  However, in many areas, the 3G 850 MHz band has been reformed to LTE.  That is why several customers with older phones have issues with voice recently.  

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

LTE network should be fine (ie. Data), but voice will be affected. 

[dsgfituse]

Thanks Dunkman I think that's the most likely explanation, just disappointing that my cell phone managed to outlive the telecommunication network from that same year. Plus Public Mobile hasn't mentioned dropping 3G in Ontario yet so just want to check that I can't use either the 3G or LTE on this phone anymore before buying a new one.

[Dunkman · Accepted solution]

@dsgfituse 

The IME checker has been wrong before.  You could ask CSA, but as mentioned before, your phone is unlikely to be VoLTE with PM network.  

If you want proper voice services with PM, you will need to get a new phone.  Getting a new SIM card will not help.  

[dsgfituse]

Thanks for the info, I'm not sure I would have been able to figure out how to submit the ticket on my own. And yes, my phone is too old for 5G or an esim but there is a green check by VoLTE. I've grabbed a pic for the agent.

[slusagm]

you sure it has a check mark for VoLTE?  A10's VoLTE should not work here

But if it is, send the screenshot to PM and ask them 

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[dsgfituse]

I'm in Ontario an the IMEI checker on this page: https://www.publicmobile.ca/en/get-help/articles/volte said my phone should work.

[dsgfituse]

I'm in Ontario, and I put in the IMEI of the phone on public mobile VOLTE page (https://www.publicmobile.ca/en/get-help/articles/volte) and it says it should work.

[slusagm]

Are you in Manitoba?

What your experienced means your area no longer has 3G, and your phone is not on PM's VoLTE whitust, that's why you don't get calls

You need a new  phone that works with PM's VoLTE