Can't call out or receive phone calls; apps via wifi work ok.

[ZafarAndMemoona]

Hello, this Public account is for my mother's cell, who is a senior citizen.  As usual, I'm the go-between, bcuz she is very tech-averse.

Currently, she can no longer make or receive calls, but apps (e.g. whatsapp) still work via wifi.  When attempting a call, it says 'ringing...', but never connects or gives any audio, and quits trying after ~5min.

Can you please determine what the problem is?

[funpig1]

@ZafarAndMemoona 

"Yes, I could accept a situation where I'm the *designated* middleman/troubleshooter.  But I've repeatedly let the support reps know I AM that person, and to contact me rather than simply sending messages to the device (seen only by my mother)"

There is no need for you to be *designated*. I was in the same situation with my father and I dealt remotely with his PM account and issues for years while he was in a care home in a different town (and during Covid when I was unable to physically visit him).

As long as you have your mother's email and password for her PM account, you can get notifications, read her emails from PM and message back and forth with any customer service agent.

When you log into your mother's account remotely, PM will try to send a 6-digit code by SMS to your mother's phone. You can click that you did not receive the SMS and request that the six-digit code be sent to the email address which you can access.

Also, in the community profile settings, you should stipulate that any notifications for messages be sent to your mother's email. That way, when a customer service agent messages your mother, you will get an email letting you know.

[Phil_Adelphus]

@ZafarAndMemoona  It's a "Redmi 9" smartphone;  the ph# was ported in from GoodToGo/Rogers in 2023, and was working fine with Public.

Rogers and carriers that use Rogers network will be shutting down 3G altogether this coming July so even switching back there may not help soon.  Their compatibility tool does not appear to approve Xiaomi or Redmi phones but you can also check using the IMEI. 

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

[Dunkman]

@ZafarAndMemoona 

Here is the post about turning "on" Xiaomi VoLTE capability on Public mobile:

https://productioncommunity.publicmobile.ca/t5/Get-Support/No-incoming-outgoing-calls-existing-custo...

Worth trying on the Redmi phone....

[funpig1]

@ZafarAndMemoona 

Some Xiaomi and Redmi phones MAY enable VoLTE by entering *#*#86583#*#* in their phone dialpad and pushing send.  YMMV. Let us know if it works with your mother's phone. Good luck.

[ZafarAndMemoona]

Yes, I could accept a situation where I'm the *designated* middleman/troubleshooter.  But I've repeatedly let the support reps know I AM that person, and to contact me rather than simply sending messages to the device (seen only by my mother) -- and yet:  I received no note or communication about the networking change and the possible obsolescence of her device.  So in my view, they failed to support seniors, AND they failed to do their part to support a '3-party' scenario.  The end result:  a big Customer-Service Fail.

BTW:  I'm a former solutions engineer for the I.T. systems (including computer-telephony integration) for the call centre of BC's public electricity provider.  So I have deep insight into what customer service looks like when it's done right, or even when done half-assed.

[Dunkman]

@ZafarAndMemoona 

Unfortunately Public mobile is more geared for more DIY, tech experienced users.  The customer service system of ticketing, non live private messaging system is slower than a phone centre or live chat.  This offers lower cost customer service for PM and supposedly lower plan prices for PM customers.  

For example, I managed my dad's PM mobile account exclusively and I am his troubleshooting team. Luckily, things have been fairly smooth so far.  

[ZafarAndMemoona]

So it sounds like they changed their network and thereby made her perfectly-serviceable phone into e-waste.  😒  Yippie.

Aside:  Public seems to have chosen to be a service completely unusable by seniors, and they don't seem to care.  That's pretty sad.  I'm now wondering if ANY carrier in southwest BC is accessible (and affordable) for seniors.  We've tried out 3 or 4, and all have failed to provide adequate support... but Public has failed more than the others.

Thanks for the into and the quick replies.

[Dunkman]

@ZafarAndMemoona 

Since Redmi 9 is not on the VoLTE list, it likely won't work with PM VoLTE.  If her area's 850 MHz is refarmed to LTE, then her phone only can use 1900 MHz.  Then her phone experience will be hit and miss.  

Unfortunately, Public mobile does not support Wifi calling. 

Public mobile still uses the ticketing system (preferred way). 

Send a ticket via the chatbot to customer service agent (CSA) via link:

 https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[ZafarAndMemoona]

Not as far as I know.  It's tough to diagnose, bcuz she has the cell phone and lives ~an hour away.  When I ask her to read SMS messages... she often gets lost and can't find anything.

It's a "Redmi 9" smartphone;  the ph# was ported in from GoodToGo/Rogers in 2023, and was working fine with Public.

When I first attempted to contact Support today, after the login, it sends the conf code via SMS; it was a struggle, but I got her to read me the code (called her on her landline)...  Does Public still do support via Tickets?  If so, do you have the URL handy for creating a new ticket?

Edit:
I just read the "VoLTE compatibility list", and of course her model isn't listed -- no Redmi phones are listed.  Does this *guarantee* her phone can't be used on Public, or is there still a possibility?

I was also going to ask:  "Does Public do voice-calls over wifi" -- is this related to or separate from VoLTE?

[Dunkman]

@ZafarAndMemoona 

Which model phone is your mom using?  If older or international phone, it may be affected by the rebranding of the 3G network.  Did your mom receive a PM text warning about this network switch?

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