HELP - Mobile Network Not Available

[BellaaY]

My sister and myself are with PM for about 2 years. Since 02Feb2025, both our phones stopped working. We cannot make or receive calls and cannot send or receive test messages.  When someone calls us, they can hear the ring but it cannot actually go through and we don't have a incoming call on our phones.  When we call someone, it won't go through with a message "mobile network not available". 

I submitted a ticket and talked to the Agent. Apparently they could not find what went wrong. They said there was no issue on their end. It must be our phones that had the problem. They re-freshed their end and we restarted our phones, the problems remain the same. 

The Agent could not do more to help me or fix the issue.  Anybody experienced similar issue or knows what is going on?  Thank you!

[Phil_Adelphus]

@Liv_dyh  Your phones are not on PM's VoLTE list so won't make voice calls without 3G.  If Telus are working on the 3G network in your area (I tried but couldn't yet find the thread about that from the other day) then this may be temporary.  I thought the work was until February 8th and intermittent after that but that's only going by memory and I'm not sure if an area was mentioned.  Eventually 3G will be shut down in Canada too (already is in the USA) but it's still available in most areas.  Rogers is shutting their 3G down this year.  

[hairbag1]

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@Liv_dyh wrote:

@Phil_Adelphus 

Thank you. We have Redmi note 11 pro. We did some research and it might have something to do with Redmi phone not compatible with Canadian 3G network. But it was working before....so strange

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do you know anyone with a iPhone or Samsung type of cellphone that will let you try your sim in their phones ? Could be your cellphones are the problems.

added...sounds like you've found your problem.

[Liv_dyh]

@hairbag1 

Thank you. Yes both phone are same made/model (Redmi note 11 pro). We use hard sim and we switched the sim card with other phones. It is working with iphone or HuaWei so I guess the issue has something to do with Redmi phone not compatible with Canadian 3G network. But the Redmi phones were working before 02Feb2025....so strange...Anyway I upgraded the plan to 4G, but the problem remain the same..... so frustrating...

[Liv_dyh]

@Phil_Adelphus 

Thank you. We have Redmi note 11 pro. We did some research and it might have something to do with Redmi phone not compatible with Canadian 3G network. But it was working before....so strange

[Liv_dyh]

@hairbag1 

We go to school and phones are not working in school either. But school is only about 8 min driving to home, so may be considered as same area. 

[Liv_dyh]

Thank you. Tried that, not working.

[hairbag1]

@BellaaY 

question...are both phones same make and model ? If so, let us know what make / model they are. Are you both using hard sim or esim ? If hard sim...try removing sim from your phone and using sis's sim. (of course this won't apply if you both use esim)

[Phil_Adelphus]

There was a post earlier this week that was about some temporary outages over a few days and perhaps ongoing with the 3G network.  Not sure if I can find the post again - the customer had received a text to that effect from Public Mobile.  What phones do you have, are they VoLTE enabled?

[hairbag1]

@BellaaY 

to test it...are you able to go for a drive around town to see if things improve...I wonder if the issue is just local tower issue. Go for a drive or bike ride to see if you gain better function.

[BKNS27]

@BellaaY 

It sounds like an outage in your area. Check the outage map.

https://istheservicedowncanada.com/status/telus/map 

If it is not the issue, reset the Network Settings on both phones.

[TheSterlinger]

@BellaaY  strange,  I've many posts such as your with network and connection issues the last few days so it's not just you. But if you've spoken to an agent and they refreshed your account and says nothing is wrong from there end then...

Try turning on and off airplane mode to see if that will help.