I Cannot Make Calls

[belovedinchrist]

As of today, all calls are non-functional.
I have unlimited minutes, so it isnt an issue with that. 
My plan is active so it isnt a problem with that.
Text messages are coming in and going out just fine, including picture messages so it isnt an issue with the data.
I have half my plans data remaining still, so it isnt a problem with that.

Any calls made to me are being sent to voicemail without the phone ever ringing.
Any calls I attempt to make never make it to the little sound indicating it is connecting and then the rininging. It just stays on the contacts screen as tho it is about to do the call, waits a while, then closes the call saying it couldnt connect with a "failure" tone.

I have no idea what may be causeing this or why, and I havent made any changes to my phone, or account, in years. I have submited a ticket to try and get help as i need the phone to at least receive incoming calls so that the foyer entrance of my apartment building can ring me when someone is at the door. Im expecting a package to arrive tomorrow and am hoping to get this figured out in time for it not to cause issues there.

[belovedinchrist]

UPDATE:
I have received assistance this morning from Customer Support. I havent received an explanation as to why this was happening from THEM yet, tho perhaps they will explain in conversation. But they "made changes to my account" on their end and it appears that those changes have succeeded in restoring my calling ability. So for now, they seem to have found a solution, tho I do not understand it enough to be able to write it here for others who may arrive later with a similar problem. I will update one more time for that purpose if I learn more, else this will be marked as the final solution to close the thread.
Thank you so much to everyone who gave their time to try and help me fix this and to educate me on what might be going on. It was appreciated. ❤️

[Phil_Adelphus]

@belovedinchrist  As far as I remember, to access your voicemail from another number you dial your number then press * when the greeting starts, then you would enter your password.  

Yes a phone can be VoLTE capable but not enabled on a specific carrier.  It happened to me on another non-Telus carrier.  With PM my understanding is that phones released before PM got VoLTE require an update from the manufacturer, which isn't likely to happen.  

[belovedinchrist]

How do I access the voicemails from another number? I have installed a Fongo style app for this emergency, but I'm still unable to use those apps for the apartment building buzzer entry system...

I have checked my phone model and confirmed that it is capable of using VoLTE, it just appears PM is refusing to allow me to have the switch to turn it on.

Why would they block it on me if my phone CAN do it? Is it all just a scam to force ppl to buy new devices so they can make some extra money?

[Phil_Adelphus]

@belovedinchrist   It does sound like a VoLTE problem (meaning the phone cannot make calls over LTE).  There wouldn't be anything you can do about that except maybe change carriers to one that can allow VoLTE on that particular phone model, if you can find one.  You would have to check with them first before switching.  Another option on PM would be to install a voip app like Fongo or TextNow so that you can make calls over wifi or cellular data since the latter still works.  It would have a different phone number though.  You can access your PM voicemail from another phone.

[belovedinchrist]

I did a full factory reset before I even posted this. I figure if that doesnt fix something then its pretty broken.

i did do a network reset as suggested. I will do it twice more and restart the phone each time and do an airplane toggle each time to cause at this point...ill try anything. I really cant just suddenly not have a phone with no notice or ability to plan to replace it. this is terrible and stuff. sucks so much if what im learning from u is true.

[TheSterlinger]

Your phone should technically work. After resetting networks,  did you restart? You might have to do this few times.  Also try airplane mode on and off.

[belovedinchrist]

The only texts I get from PM have been the ones about how if i have a complaint i can access certain resources to report it and such. Irony.

[TheSterlinger]

Knowing Public Mobile,  I'm sure a lot of customers were not notified.  However they did send out texts messages during the month of February advising those affected that come March 17 they would potentially be impacted.

Do you keep your text messages? You would check to see if you might have missed it?

https://www.publicmobile.ca/en/get-help/articles/850-turndown

[belovedinchrist]

OK, well it shows LTE most of the time and only switches to showing 4G when i try the call. I dont understand why it would stop using the 4G when the call is made, but it appears i dont understand a lot of things about this from what is happening and what you two are sharing today.

[slusagm]

@belovedinchrist for Samsung, while it shows 4G, it is in fact 3G.. it is only "4G" when it shows LTE (dont ask why, but it is true)

[belovedinchrist]

I do not live with anyone else who has a phone unfortunately. This is my only device to contact the outside world with. Its how I plan all appointments for medical stuff and the like. So this is very "not good".

I check the community messages inbox i believe for their response (correct me if im wrong)
and it has been a few hours...there is only 45 minutes left before they close for the day too if im not mistaken.

[belovedinchrist]

I think I see what your trying to explain.
I turned off the WiFi and then attempted to call voicemail again. It does seem to switch from LTE to 4G when I try to make a call, and the bars do seem to drop from 4 to 1 when it does this. There is nowhere I can go where the bars get "better".

If this is the case, it is sounding like my phone just is no longer able to work, and I am wondering why I was never notified in any way that this was a thing. I just started searching up the "changes Telus made" that you mentioned as I hadnt heard about them before nor did I receive any notice from PM...so this is all quite upsetting.

I dont have the money for a brand new phone to be able to switch to and wasnt expecting to need to in order to plan out such a purchase. THis sounds like Im about to be in a very unexpected and negative situation.

[TheSterlinger]

You don't have to own the phone to test the SIM. If you live with someone you could borrow theirs.

You know where to check for PM response? How long ago did you submit the request? 

[slusagm]

@belovedinchrist you have to understand your "good" service you see could be for 4G or LTE, which is for data 

When you get calls, your Network changes to 3G, which is a completely different picture and can drop to "poor " service immediately 

You can get a latest phone on PM VOLTE whilelike like S24 or S25,l.  but I suggest you to check if voice service is overall poor everywhere or just selected spots.  And open ticket and see if anything PM can help

[belovedinchrist]

I do not own another phone to use for testing, and as I mentioned Im not getting "poor service" from what I can tell. I have a full 4 or 5 out of 5 bars anywhere I stand in my apartment. I live in city so Im not out in the ountry or somewhere remote.

I did get the A51 in Canada originally yes. I dont travel outside the country..

And as I keep saying, I HAVE opened a ticket but have as yet received no response. Came here to see if anyone else could help while I wait since it is urgent with the package Im expecting tomorrow and them needing to buzz to get in and the buzzer calling my phone to inform me. The timing is terrible and is making this more stressful than it needed to be.

[slusagm]

if you got your A51 here in Canada and is a Canadian model, it should work

but saying that, A51 is not on PM's own VoLTE whitelist , so you are still using 3G for voice calls.  PM has reframed 850Mhz in some area and rely solely on 1900Mhz, if your location is far away, it could have some impact

do you see the same poor service everywhere?  Can you test your sim on another phone?

or ask PM to check your account.  Please open ticket

[belovedinchrist]

My phone is a Samsung Galaxy A51 and its in good condition. No cracks or anything.
I will try Network Reset now, but I dont expect it to work since I have already done a full Factory Reset just before coming on here to get help as I hoped that would fix it.
As for reaching out to PM, as I mentioned, I have already submitted a ticket in the interest of time and am waiting to hear back (it has been a while tho with no response so I thot I would post here in case someone could help sooner).

[belovedinchrist]

ADDENDUM:
The issue is so bad that it is even preventing me from accessing my voicemail (since I cannot call out and that requires an outgoing call to be made). I only know incoming calls are going to voicemail because I used SMS to ask a friend to test and he told me it went to voicemail. He even said it rang and everything for a while as tho it was rining instead of going straight to voicemail as tho my phone was off.

I can also see that I have 4 of 5 bars for signal, so it isnt a signal issue.

[slusagm]

What phone do you have? I hope you are not affected by the recent 3G reframing done by Telus

But try Reset Network Settings on your phone.  Try you sim on another phone 

And ask PM to help check the account 

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       
Or you can also message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage