Cellular service not working

[Gaynor]

Just echoing comments by other users. Here in NS - both my husband and I experiencing frequent disconnection from network, have to restart phone. What’s going on? Started yesterday. 

[hairbag1]

@Joshpeters 

if you've been a Public Mobile customer for any time, you'll know that this is a very rare occurrence indeed. Usually very stable/reliable service. I know that doesn't help this minute, but know that they're working to fix and get back to great service again. 

[JaniceH]

Hello

Just wondering if there are any reported outages in the Northeast are of London. My phone does not have any internet connection when not connected to wifi

[Maren666]

Thank Gawd! I've been going in circles trying to figure it out. Just glad to hear it not a "me" problem!! I'm in NB and I first noticed it when I left the house on Monday!

[Pleaseno999]

same  problem, not hearing anything from Public Mobile I will have to abandon them today.

[hairbag1]

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@Joshpeters wrote:

Same thing happening here in Nova Scotia. Submitted a ticket, haven’t heard anything back yet

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I heard from others in NS with same issue. I think Customer Support is overwhelmed with inquiries right now so you likely won't get a reply quickly. We all hope this upset is short lived...hang in there.

[Joshpeters]

Just joining the club of people who have no service right now in hopes that public will do something about it… 

go from having 5g to a few bars but no service at all and can’t get service until I turn airplane mode on for 15 seconds then turn it off. 
public, if you are seeing this. You have a week to fix this before I leave. The price has been great but if it’s inconsistent it’s not worth it. I have also noticed my service getting weaker and weaker over the last couple of months. 

[Gaynor]

Just received this through the CS_Agent ticket/chat forum:

“Thank you for bringing this matter to our attention. Please be advised that there is currently an ongoing service issue. We recognize the importance of maintaining full service functionality and wish to assure you that our technical team is actively investigating the situation to reach a resolution as promptly as possible. We will provide further updates as they become available; however, you should observe your services returning to normal operation once the matter is resolved.“

[Joshpeters]

Same thing happening here in Nova Scotia. Submitted a ticket, haven’t heard anything back yet

[Jfb80]

No data service for at least a week. Reset no help.  How to get help?

[RayB234]

I have done all three of those things, no luck yet. In contact with an agent who has acknowledged it is a wider issue that is being worked on. 

[hairbag1]

@JayJang 

many others in Kitchener/Waterloo having same experience. Public Mobile / Telus is aware and working on a fix asap. Restart your cell every once in a while to see if things improve for you.

[hTideGnow]

hi @JayJang 

there seems to be problem with Mobile data in some area. Try Reboot phone and click Reset network settings

if you need to submit ticket, you can use Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[JayJang]

Hi everyone,

I have been experiencing serious network issues since the beginning of this week in the Waterloo region.

The strange thing is that my phone usually shows 2–3 bars of signal, but calls and text messages barely/NOT work. Most of the time I cannot make or receive/make a calls at all, and the mobile network seems almost completely dead. Occasionally it comes back for a short period, but then stops working again.

I’ve noticed the issue both at home and at work, so it doesn’t seem to be limited to a single location.

A few additional details:

• Using eSIM

• The phone shows "Unknown Number" under the eSIM information

• I already tried resetting network settings

• Restarted the phone multiple times

• Signal bars appear normal, but service is unreliable or unavailable

I'm trying to determine whether:

1. There is a Public Mobile network issue affecting the Waterloo/Kitchener area, or

2. My eSIM/account may be corrupted and needs to be replaced or reactivated.

Has anyone else in Waterloo, Kitchener, or nearby areas experienced similar problems recently?

Any advice would be greatly appreciated. I need a reliable connection for calls and messages and would like to resolve this as quickly as possible.

Thanks!

[MaggieN]

Tried it...nothing. Thanks for the help though. Ticket sent.

[slusagm]

it can be fixed by Reboot the phone and Reset network settings.  If still cannot connect, try changing network mode to 4G or LTE and reboot phone once more

[hTideGnow]

hi @MaggieN 

there seems to be problem with Mobile data in some area. Try Reboot phone and click Reset network settings

if you need to submit ticket, you can use Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[MaggieN]

What is going on?  Literally no service.  I've tried everything and the best I can get is a few bars that die out to nothing after a few seconds.  The least public mobile can do is send out an announcement that they're having issues on their end to keep their forums from blowing up.

[IkainthY]

Per your suggestion I used someone else's wifi and brought up the App and found Transfer Your Number under Account.  Entering my # produces the message invalid Canadian phone #.  Man, incredible.  They won't provide the service while already having pulled my money and don't provide data/service and now won't even let me transfer out

[hTideGnow]

hi @Mio2 

there seems to be problem with Mobile data in some area. Try Reboot phone and click Reset network settings

if you need to submit ticket, you can use Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[IkainthY]

Thanks for your reply.  When porting out and moving to another provider they ask for account # and password - where would I find the password please

[Mio2]

My phone has had no internet service since Sunday 24 may, I'd like to know what's wrong with the service, as I need to use the internet when I'm out. Please let me know.

[Dunkman]

@SYDNEYPLETT 

Public mobile network teams are working on the issue. It is a high priority item. Supposedly, it is affecting a minority of PM customers. 

Official recommendation is to try rebooting your phone.  If that does not work, submit a ticket for customer service agent help. 

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

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

PM likely will be making an announcement soon once they figure out what is exactly happening and the timeline on the fix. 

[Tim_oh]

Having the same issue. Thought it was my phone but then looking here I see others with the same problem. Hoping PM fixes soon. Maybe this is a koodo move as in move to koodo post paid and you’ll have less issues. Lol

[Dunkman]

@IkainthY 

As you can tell, several customers are having the same problem. Public mobile is aware of the situation and working on a fix. This is affecting a minority of PM customers. You can try to reboot your phone.  If that does not work, you will need to contact customer service agent via the ticketing system. 

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

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

If that does not work, 

Send a private message to CSA through the following link :

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

You can get your account number from your self service account. Need to login from a computer via Wifi. 

[PopcornHead]

Same issue here in Southern Ontario. I wish they would at least say there is a problem and that they are working on it. As it is obvious something is going on. By not saying anything seems like they are ignoring there customers, and will probably starting losing them soon. I wonder if the say issue is for Koodo and Telus customers since they are on the same network. Or is it just Public Mobile customers.

[SYDNEYPLETT]

It never happened before and I’ve been at public for about 7 months or so.  It’s very disappointing.  But I’m hoping it will be fixed soon.  

[TK421]

My whole family switched about 3 weeks ago - does this happen with Public Mobile frequently?  if we cant sort it out before the end of this billing cycle we'll switch.  Already missed a Dr. appointment yesterday in a different city because couldn't navigate with maps as I hoped to.  got lost for a bit and was late.  Need a reliable service, and was hoping this was going to be the one.  

[Jaydenr]

I wish they would send out a notification explaining the situation so everyone was aware and we knew how long it'd take to fix.

[IkainthY]

I want to obtain my account # and password to transfer out so I can use my phone like normal providers.  Where do I find this information.  The least Public Mobile can do is not treat Customers like hostages by not even letting them transfer out

[PopcornHead]

I have had this issue since Monday and even if this kind of outage happens to any carrier they should at least communicate there is a problem and that they are working on it. By saying nothing is not helpful to there customers.