Can not make or recieve calls 4 weeks now, No CSA dead end multiple requests bug reports ignored)

[RodM1]

Also please comment if this has happened to you aswell.

Subject: Escalation Request – Ongoing Network Issue and Unhelpful Resolution Links

Hello,

I am experiencing a persistent network issue that began 4 weeks ago. Despite my efforts to troubleshoot and confirm that my device and SIM are functioning as they should, the problem remains unresolved.

Key Points:

1. My SIM card works in another phone, and other SIM cards work in my phone, ruling out hardware issues.
2. The issue started simultaneously for multiple users, as evident from forum discussions.
3. Your forum's marked "solved" posts direct users to broken or inaccessible links, such as "Access Denied" pages. This is not a proper resolution, and it discourages users from seeking further help.

My Concerns:

• It appears the carrier’s system may be bricking service for specific devices or SIM cards.
• The lack of actionable solutions (e.g., forwarding cases to technical teams or providing clear next steps) is leading to customer dissatisfaction and potentially lost users.

Request for Action:

Please escalate this issue to the Network Engineering or Technical Operations team. This is a network-side issue requiring backend investigation.

Additionally:

• Please provide confirmation that the broken "resolved" forum links will be reviewed and corrected to prevent further frustration for customers.
• If there is a team or contact responsible for diagnosing systemic issues like this, I would like their email or other means to submit detailed feedback.

Thank you for addressing this matter seriously. I have attached screenshots of the "Access Denied" forum link and examples of affected users for your reference.

[hTideGnow]

hi @RodM1 

complains like this won't go anywhere.  Your  phone is not a model that is sold in North American and certainly not a phone sold by Telus, they don't have full responsibility to assure all phones work on their network.  It is only best effort

[Phil_Adelphus]

@RodM1   Rogers is shutting down 3G altogether in March 2025.  They have a compatibility tool you can try your phone model in, I think you'll find it's not guaranteed to work there either, at least after next March.  

https://www.rogers.com/support/mobility/rogers-3g-hspa-networks-are-being-retired 

[RodM1]

Also ive tried it in several areas across the lower mainland and nothing

[RodM1]

They are telling me there was no update and its not them repeatidly. Id call that fraud and would go to consumer protections and the CRTC.

[golfball]

We're all just customers here like you. Public Mobile is known to have incomplete support for certain Android phones especially ones that are not Canadian models like Xiaomi. 

Your phone may have worked in the past but there are changes made to the network all the time, which can cause issues on devices they don't support properly or are not on their allow list. And it's unlikely that they will do anything to ensure compatibility with as many devices as possible unless forced to by law as they have financial incentive not to.

[RodM1]

Yes

[RodM1]

So why did it work fine untill 4 weeks ago. Im connected to a 4g tower can you not use 4g to make calls is it data only? Why would you only have calls on a legacy system that is being shut down without replaceing it thats ridiculous!

[hTideGnow]

hi @RodM1 

if data work and just not voice, then yes, it is the lack of 3G netowrk in your area.  You can try in another area

(sorry, your phone is not on PM's VoLTE whitelist and hence you can only use 3G for voice)

[RodM1]

This is gonna require a few more attempts while waiting instead of frantically doing options in what little free time i have I will update how the attempts to work but to be clear at the moment the name has been set to Public Mobile and the Sim card name is now Telus and I have working data but no phone calls can be made. I am open to any ideas for troubleshooting and would love for this info to be sent to a telus,koodo, bell network admin and would like this to be here as a log for their records.

[hTideGnow]

hi @RodM1 

when it connects to LTE, the data work?

you don't connect to EXT or so, you connect only to PM network. And  are you in BC?

[RodM1]

It connects to LTE and cant do calls but it also cant do calls over 5G and 3G doesnt work at all.

It will fail attempts to connect to EXT 3G
EXT 4G ,EXT 2 G and Bells 4G network

Public Mobile works but no calls can be made or recieved im texting just fine MMS SMS RCS apps use data normally.

Resetting to default does change the name back to PC mobile though so I might have been wrong about the reasoning for it changeing it seems like the default reset sets it to PC mobile

[RodM1]

Again this brings me to the issue being a carrier issue from an update that bricked my phone and id love to be in contact with a system admin

[Phil_Adelphus]

@RodM1   If it connects on LTE but can't do calls it sounds like a VoLTE problem, that phone is not on the approved list for VoLTE.   When on LTE and you make a call does it try to drop to 3G?

[RodM1]

With 5 g and LTE i can use the internet but not make calls if 3g doesnt work and that means no calls then why did it all of a sudden stop working. Thats a good idea to try a koodo or telus phone sim card and i could do that right now actually with my work phone and I will try that to try and get an answer here.

[RodM1]

Still no calls but it connects and works 3 g doesnt work at all though

[Phil_Adelphus]

@RodM1   Everyone here is a customer trying to help.  To get through to a Public Mobile employee you need to submit a ticket - again!

[hTideGnow]

hi @RodM1 

the 3G is not connecting and hence you have no calls.  You could be using 3G for data before and hence it is not working

did you try your phone in more than one area?  It seems that some 3G towers are replaced with 4G and we saw some people had problem with 3G voice

generally, because your phone is not a phone for the North American market, I would suggest you think about changing phone

but you can also try to wipe the phone and test again. And if you have friends on Koodo or Telus, try those sim cards on your phone as well

[Phil_Adelphus]

@RodM1   PC Mobile is Bell, Public Mobile is Telus, that's why I was confused to start with until I realized that the APN matched Public Mobile's.  What happens when the phone is on prefer LTE?

[golfball]

It seems there is an incompatibility with your phone and the network. If you've already tried resetting the network settings or factory resetting the phone it would be easiest to either change phones or switch to another provider. After 4 weeks it doesn't seem that your attempts to escalate are getting anywhere.

[RodM1]

Changing to prefer 3g has left me with no network at all even data

[RodM1]

So do i edit this?  I entered those in manually

1. Open your phone’s settings and tap:

• Access Point Names
• New APN settings

1. Verify the following field match:

• Name: Public Mobile
• APN: sp.mb.com
• MMSC proxy: mmscproxy.mobility.ca
• MMSC: http://aliasredirect.net/proxy/mb/mmsc
• MMS port: 8799
• MCC: 302
• MNC: 220
  
  
  

[RodM1]

Its not a different company its just a name for the network. It needed to be changed I deleted the public part partially so that left PC  Public PC I erased the letters inbetween because i needed it to be a different line of text to troubleshoot a different issue and never changed it rebooting after renaming it back is a no go so far.

[hTideGnow]

hi @Phil_Adelphus 

wcdma is 3G. when it is 3G, does it even connect?

oh well,  those Asian phone might not work too well here in North America

if you are ready, i suggest yo to wipe the phone and try again

[RodM1]

Yes I had to name it to something while changeing APN settings years ago to fix a different issue years ago and it worked fine like that for years. Its changed back to Public Mobile if that was the cause of an issue during an update but still no go.

My phone version

[RodM1]

It is set to prefer 3g and still no call and i tried the sim in another phone already and vice versa they work. Its just public mobile in my xiaomi doesnt. Every other combination works with the sim including the reader on the dual sim phone i tried that too. Its not hardware How do i check this WCDMA setting?

[Phil_Adelphus]

@RodM1   Oh, so you named it PC Mobile when you really meant Public Mobile.

[hTideGnow]

hi @RodM1 

your phone should work ok if you have an international version.   If you have a Chinese version, the voice should still work but data might not work well in 3G

can you try changing your network mode to 3G or WCDMA and check if your phone can connect?

and can you test your sim card on another phone to confirm if it is just a device problem

[RodM1]

Phones worked fine for several years and yes those are my apn settings along with that copy paste response you have given in other posts. I messaged support and got 6-7 different people all give me various solutions on loop and would not realize the problem is more then the standard script. Everything im seeing here is that this is the result of a poor update to the carrier and simply sending this for a network admin to review a possible rollback on an update 4 weeks ago has gone ignored. Xiaomi Note 12 pro 5G

As for the name that can be anything i saw a post that said that could be called batman but i changed it to public mobile in the general settings and that did nothing but maybe il try turning it off and on again after doing that. I know the issue isnt my phone it makes calls fine with fido sim and the public mobile card works fine in another phone. Settings are automatic and have only ever been changed once when i had an issue of complete no data no awhile back and has been working fine as is till it wasnt 4 weeks ago along with several others

[Phil_Adelphus]

@RodM1  The invalid html glitch can be resolved by cutting the text out of the post, pasting it into a notes app and then pasting it back again.  Alternatively type it all in without copying anything into the text box from a website etc.

I'm a bit confused, your screenshots show both Public Mobile and PC Mobile, two different companies.

[hTideGnow]

hi @RodM1 

you cannot even make calls? what model of phone do you have?  maybe it is an incompatible phone.  Or was it used without problem before?

and for data and APN, your APN was wrong, why you pick PCMobile, this is Pubic Mobile

usually you can just Reset all networks and the correct APN will be used

if that does not work, manually setup a new on

Next, check your APN settings (Android Phones Only):

1. Open your phone’s settings and tap:

• Access Point Names
• New APN settings

1. Verify the following field match:

• Name: Public Mobile
• APN: sp.mb.com
• MMSC proxy: mmscproxy.mobility.ca
• MMSC: http://aliasredirect.net/proxy/mb/mmsc
• MMS port: 8799
• MCC: 302
• MNC: 220

if nothing work, just message support using this link
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

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