Cannot make or receive phone calls, everything else works, no recent changes

[margaretdehoog]

Been with PM for a few years now. No recent changes. Data and txt works, but cannot make or receive phone calls. Tried airplane mode on-off, tried resetting network settings, tried rebooting the phone. Account is active. Any ideas?

[esjliv]

@margaretdehoog are you using iMessage and possibly texts are coming in/out through that service rather than normal SMS/MMS?

Have you recently switched phones lately?

If using iMessage, just to be sure, check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

If the SIM card does not work inside another phone (as @computergeek541 suggested) and your account is active (and using iMessage) perhaps check to see if the SIM card listed in your My Account matches the actually SIM card number in your phone.

Otherwise, perhaps this is a networking issue with Public Mobile (CSA).

A few weeks 😞 - hopefully this will be resolved soon.

Check with Public and your location and see what they say. CSA can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[darlicious]

@margaretdehoog 

Did this occur immediately after renewal? If so it's likely a provisioning issue. There's a few  troubleshooting tricks you can try before contacting customer support to help you when they open in the morning.

Or it could be the result of equipment upgrades to your local cell tower for the 5G network that could be temporary or more permanent if bell/telus has selectively chosen to eliminate the 3G network (that pm currently uses for your voice services until telus chooses to implement VoLTE calling for pm customers).

To test your 3G network signal strength in an Android phone go to your Settings and change your network mode to 3G only. Then go to About Phone>>Sim card status>>Signal strength>> What is your dBm? -60dBm to -80dBm is ideal, -81dBm to -94dBm is acceptable, -95dBm to -100dBm is poor. Anything below -100dBm is unusable.

If you have an iPhone there's a different procedure if you need it just say so....

[computergeek541]

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@margaretdehoog wrote:

Been with PM for a few years now. No recent changes. Data and txt works, but cannot make or receive phone calls. Tried airplane mode on-off, tried resetting network settings, tried rebooting the phone. Account is active. Any ideas?

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Although this probably won't solve anything, one of the first things you'll want to do is to try your SIM card in another device (if you haven't already tried that). If the service works fully in another device, the issue isn't with the Public Mobile service.

[margaretdehoog]

Don't think so...this has been going on for a few weeks now:-(

[dust2dust]

Perhaps a 3G network outage in your area? Data and text can use 4G/LTE. Voice only works on 3G/UMTS/WCDMA.