[FIXED]: Network Service in Ontario, Quebec, and the Maritimes

[Ck_PM]

Hello Community,

We want to update you regarding the recent service disruptions impacting some of our subscribers in Ontario, Quebec, and the Maritimes. Early this morning, our team successfully implemented a fix that resolved the network congestion affecting calls and texting services. This will restore service for affected customers.

If you are still facing issues, please submit a ticket here.

We're committed to keeping you informed and will update this post with any new developments. Thank you for your continued patience and understanding as we worked through this.

- The Public Mobile Team

[computergeek541]

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@qiupingke wrote:

my phone has stopped working.sos.no service.its been three days.i am not receiving the sms verification.what should i do? theres no customer service .please repy to me xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxx

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Please remember that Public Mobile does not provdie customer service thorugh e-mail.  You'll need to use the chatbot to open a ticket.  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[qiupingke]

my phone has stopped working.sos.no service.its been three days.i am not receiving the sms verification.what should i do? theres no customer service .please repy to me xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxx

[Eddie88]

The pixel 2 XL is still a capable phone, it's not broken, it works completely fine lol... I know how phone hardware and software works... There are people on phones older than mine running lineage os and the phone runs fine. 

Ive reset the network settings, I've put the sim in a newer phone, redmi note 8 global version.

If network data was/is not compatible with older phones then PM and others would make this clear.

Once again, this is a PM issue, not my phone hardware or software issue.

[hTideGnow]

hi @Eddie88 

2.94 is not good

but did you try your sim card in another phone? we need to rule out if it is a device problem.  It was working for 7 years, that is exactly my point, your phone is OLD.  A car can run for 15 years no trouble and just break down.  So, please please try your sim in another phone.  You can only prove to PM and everyone that it is not a device problem by testing your sim card in another phone, another newer phone

Until you try another phone, you can also try Reset all networks first

and try changing the network to 3G and test speed again

[Eddie88]

No I have no tested the sim on another phone and I don't have to, if it was working fine 7 years and up until 3-4 weeks ago and now it's not the it's a public mobile network issue

There's no such thing as dying phone due to Android OS being old, that has nothing to do with network issues

[Eddie88]

 its been slow for 3-4 weeks now

[slusagm]

slow speed, but how slow?  Slow to you can be lightening to me.  Can you post a speed test result to backup your claim?  And how long it has been slow for?

[hTideGnow]

HI @Eddie88 

did you try using another sim on this phone? did you try using your sim in a newer phone?

Unsupported by Google means the 7 years old phone has an outdated Android OS and could be "dying" and hence causing the problem

[Eddie88]

What does unsupported by Google have to do with anything? This wasn't an issue before but it's an issue now. This is a public mobile issue not a pixel 2 xl issue.

[hTideGnow]

HI @Eddie88 

i don't think your issue is related with the issue on this post

Pixel 2 has been out for 7 years, it is an unsupported phone by Google as well (no more security update since Oct 2020), so you can have the same problem with another carrier sim

can you test your PM sim card in another , newer phone?

can you test another carrier sim card on your Pixel 2?

With both text, you need to test using the phone for at least 2 days to get an accurate result

[Eddie88]

I'm still receiving issues

Pixel 2 xl

Dropped network, on LTE... Also slow speeds when it comes back up

This is ridiculous and making me want to switch from Telus network to Rogers

[CurtisColwell]

Thanks! I came here to ask why my phone was not working properly. Glad it is resolved!

[slusagm]

this issue was fixed and that was a problem with voice and text, not data

You can try to Reset All Networks on your phone and test data again

[Mark1988]

Data has been very slow since the 25th. Definitely not LTE speed. Can you update us on the ETA on this issue as well. This needs to be addressed. 
whole reason I’ve been with public for 5 years is the good service. 

[parlaminty]

this is a good question.  The post doesn't elaborate on which network issues.  Would have made more sense to just update the original thread regarding dropped calls.  Can a PM mod provide more details.

[Dunkman]

@starman85 

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@starman85 wrote:

I couldn't access data earlier this evening here in Kennedy subway station. Would it be because of the network issue? Had to restart phone and data worked.

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Unlikely due to this announcement issues.  Maybe sometimes subway signal was weak or local disruption of the network in your area.  As long as everything is working, no further worries. 

[starman85]

I couldn't access data earlier this evening here in Kennedy subway station. Would it be because of the network issue? Had to restart phone and data worked.

[Dunkman]

@StephenMiller 

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@StephenMiller wrote:

I still cannot receive phone calls from land lines on my cell even after this update   Haven’t heard back from anyone. It wouldn’t be a major concern but I have on call responsibilities. I hope someone reaches out soon to my report ticket. 

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Your issue might not be part of this announcement.  Usually tickets response times are within a few hours.  Check your private message inbox for response. 

Other basic troubleshooting advice including rebooting your phone or network reset of phone (note: this will erase any saved Wifi passwords). 

[StephenMiller]

I still cannot receive phone calls from land lines on my cell even after this update   Haven’t heard back from anyone. It wouldn’t be a major concern but I have on call responsibilities. I hope someone reaches out soon to my report ticket. 

[Sansan]

Wow, that's a quick first. 👏👏

[will13am]

Is this problem separate from the dropped call problem covered in a separate announcement?