Can receive calls, but cannot make calls.

[Darcho]

Has anyone encountered this issue where you are sometimes unable to make calls? 

I set my girlfriend up with Public Mobile 2 days ago and when she tries to make a call it just says "Call Failed". However, she can still receive calls no problem. This happens at home and at work where reception is at 1 or 2 bars. 

If this is an issue with cell reception, its a big big problem since she needs to make calls at work and at home! If she switch carriers now, is it possible to get a pro-rated credit/refund? 

[Handy1]

@softech  Good catch sir , brain fart 

[Chalupa_Batman]

Can't that also be a network problem. Something that PM can reset on their side? 

[softech]

sorry @Handy1  and @Chalupa_Batman 

OP can receive calls but not able to make calls, that's not porting related.  It is either device or sim provisioning  🙂

[Handy1]

@Darcho  Sounds like a porting issue did you leave old providers SIM card in the phone to reply YES to the transfer ? No worries of not there’s a number for live support will send you it private message and the porting team can re trigger the port request for you 

[Chalupa_Batman]

Hi @Darcho 

Did she port in a number from another service provider? If so the port may not have gone through and she can contact a CS Agent to assist.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

If she didn't port and just got a new number, she may need a system reset. She can request that there too.

[softech]

@Darcho 

what phone does she have?  

Try this

• first try to reboot the phone
• If that does not work, change the Preferred network type or network mode to 3G only or WCDMA only and see if it works
• Try to click Reset All Networks and see if it helps
• and do you have another phone to test the PM sim , if it is a physical sim ? just to make sure it is not a device problem.  Also, that can force a sim card re-provision and it could resolve the problem
• Also, try the phone in another area if possible, it could be just a local network outage
• You can also try to see if VoLTE works.  But first, what brand and model of phone you have?
  You can check the VoLTE compatibility here:  https://www.publicmobile.ca/en/on/get-help/articles/volte
  If you have a compatible one try to turn on VoLTE
  

  iPhone: Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                   Settings->Cellular->Cellular Data Options->Voice & Data, enable 4G or LTE there
  Pixel:  Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                  Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there
  Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there

  Now, turn off Wifi first. Check if the phone status bar showing it is connected to 4G or LTE

  Then make some calls, see if the signal indicator shows LTE or drop back to H or 3G while you are on the calls.  If it stays with LTE, then yes, you are using VoLTE, and you can see if calls are any better.  

If none of those help, please open ticket with PM support and ask them to reprovision her account on the system

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there