Emergency Calls only (NB, Canada)

[jglenwright]

This morning both my wife's iPhone and my Pixel 3 lost connection to the Public Mobile network. 

There had been some local activity that I thought may have been the cause but it has been several hours and my wife appears to be connected and can send/receive text messages but I am unable to do so on my phone.

I also searched around to see if there were any outages in my area and came up with nothing.

I have tried restarting my phone, entering/exiting airplane mode, reseating the SIM card after removing it for a few minutes, suspending/resuming my service and manually selecting a mobile network. 

When I select Public Mobile LTE or 3G in the list of available networks I get a message saying both are unavailable. I am able to connect to an EXT network but the signal strength for Public Mobile and Bell networks show no bars.

Any additional steps or assistance would be helpful. 

Phone: Pixel 3, Android 12

As of typing this my wife's iPhone has also returned to emergency/sos calls mode as well.

[jglenwright]

Thank you very much. I've entered a ticket via the chat bot and asking around if people with Telus are having problems as well.

[Chalupa_Batman]

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@jglenwright wrote:

I followed the steps on the iPhone and it seems spotty afterwards. Sometimes it'll be a couple of bars and other it'll say SOS and have Network Unavailable under the About->Carrier Network field. 

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Then to me, it sounds like there are network issues in your area. Once again, no reports of outages in your area so it would be beneficial for you two to report it to Public Mobile so they may investigate it. Oh, on a side note, do you know anyone that is using Telus in your area? And if so, are they having the same issues you are? If yes, then we know it's a network issue. If they aren't having issues, it's a PM issue.

@BKNS27 has already given the link to contact customer support, however, if you're able to log in, they prefer this route.

If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

.

[jglenwright]

I followed the steps on the iPhone and it seems spotty afterwards. Sometimes it'll be a couple of bars and other it'll say SOS and have Network Unavailable under the About->Carrier Network field. 

[Chalupa_Batman]

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@jglenwright wrote:

I logged into my account just to be sure but the card used is not expired or cancelled and the next payment on my account is due in 4 days. My wife has an alternate payment date and I believe she uses an alternate card. She was prompted for a carrier update earlier but I'm not sure if that solved her problem.

I wasn't sure where to apply/request a carrier update in my settings.

There does not appear to be any outages on the Telus site

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With the iPhone, try this.

Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings, enter your passcode, and confirm the reset. Then reboot. See if that hard connects you back to the Public Mobile network. If that works, then do the same for the Android phone.

[jglenwright]

After searching the IMEI of my phone it does state it's not compatible. Is there something that would have changed in the last day or two that would change that? It appeared to be working properly yesterday.

[jglenwright]

I logged into my account just to be sure but the card used is not expired or cancelled and the next payment on my account is due in 4 days. My wife has an alternate payment date and I believe she uses an alternate card. She was prompted for a carrier update earlier but I'm not sure if that solved her problem.

I wasn't sure where to apply/request a carrier update in my settings.

There does not appear to be any outages on the Telus site

[BKNS27]

@jglenwright 

Your Pixel 3 should compatible with VoLTE but just enter the IMEI of your phone to double check.

https://www.publicmobile.ca/en/on/get-help/articles/volte?_gl=1*1qks5fo*_gcl_aw*R0NMLjE3MzA4MTg5ODgu... 

If it is compatible, I would suggest you contact a CS_Agent to investigate.

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

[Chalupa_Batman]

Here's something you may not have thought of. Payment. Do you and your wife pay on the same day? Could your credit card be expired? If you dial 611 is your account active. Just thinking outside the box.

https://www.telus.com/en/on/outages