Can't make and receive calls

[Lodivinia]

I'm unable to make and receive calls but can receive text messages.

[hTideGnow]

hi @Lodivinia 

does your data work?

Your phone could be affected by a recent system change

 Telus is refarming all of their 850 to 10 MHz LTE B5 in their markets, mainly BC, AB, Windsor, Ottawa, Montreal, Quebec City.   Bell has not done this, so it won't affect area that has Bell networks which Telus/PM use

So, it might affect voice calls for phones that has only 850 Band 5 on the phone but lack 1900 Mhz, those phone people bought in other country.    If you phone has 1900 Mhz, if your phone are those that sold in Canada,  it likely won't impact you, you won't see any service degrade

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

[Dunkman]

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@Lodivinia wrote:

I've been with Public for almost months. It was working then all of a sudden I'm not able to make or receive calls. I've restarted the phone, removed the sim and even reset the phone to factory settings. 

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@Lodivinia 

Several customers have had issues with talk recently.  Which model phone are you using?

Here is some additional information:

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

[funpig1]

@Lodivinia 

What model phone do you have? It's possible that your phone may be affected by Public mobile transitioning away from 3G. In that situation, you need to see if there's any way that you can enable volte for your particular phone. Replacing your phone with the new one may be required. 

If it is a technical issue, you should message a customer agent:

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

[hairbag1]

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@Lodivinia wrote:

I've been with Public for almost months. It was working then all of a sudden I'm not able to make or receive calls. I've restarted the phone, removed the sim and even reset the phone to factory settings. 

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If you move to a different area of town, does that still happen ? Go for a walk / drive to see if things get better.

[Techfish]

Could your phone still be using the older 3G network for calls? I know they're slowly shutting it down.

[Lodivinia]

I've been with Public for almost months. It was working then all of a sudden I'm not able to make or receive calls. I've restarted the phone, removed the sim and even reset the phone to factory settings. 

[Sansan]

Hi, since when have you not been able to make calls? What type of phone do you have? Did you receive a text message from Public Mobile recently regarding changes to their 3g band? You could be one of the affected individuals. 

[Techfish]

Have you tried restarting your device, or turning on and off airplane mode? That could reconnect it.

Otherwise, it would be a good idea to contact an agent by ticket or private message (CS_Agent).

[hairbag1]

@Lodivinia 

did you recently activate your new account and request port of your old number to new Public Mobile ? If so, did you leave old sim in until you got the text confirming you want to port your number ?  Did you reply to that text within 90 mins ?

added vid from Help Files...

https://www.publicmobile.ca/en/video-library?id=_video_content_youtube_video_transfer_number