Can't make or receive calls

[christina25]

• hi, I'm on a 5g plan but my phone says 4g. Why is that? Also I am not able to make or receive phone calls. I live in a remote area but even when I have full bars it isn't able 5o connect to make a call. I am not able to receive calls. It sounds like its ringing through foe the other person then goes to voice mail but my phone does not ring at all. 

[hTideGnow]

hi @Master_mobile 

intead of checking the Telus site, use the one with PM :

https://www.publicmobile.ca/en/on/get-help/articles/volte

[Master_mobile]

Check Telus website to see if your phone is VoLTE compatible all you need to do is enter your IMEI: 

Go to this link and scroll down

https://www.telus.com/en/business/support/article/how-to-use-volte

[slusagm]

@christina25 

what phone do you have?  a 5G plan needs a 5G phone to use the 5G network

However, even you have a phone without 5G, your can still use the 5G plan to its full potential, your 4G speed could still be as good as the speed people get on the 5G network, you can still get close to 200Mbps.  Try a speed test

to the voice issue, it depends what phone you have.  Could be the lack of VoLTE and the added complication that Telus is realigning it's 3G band

[Handy1]

@christina25  So assuming you have 5G phone you need to set the phone to 5G and not 4G . But if you live in remote area then it’s also possible you do t have 5G coverage in your area and would have to reply on 4G/LTE . So I would start with simple reboot if the device first see if that helps otherwise what phone do you have it’s possible your phone is not in the public mobile white list and voLTE is not supported and can cause issues for making phone calls