I am not able to make or receive a call

[Gabriella52]

Hi I have trouble talking and receiving call. it seems I got your message for the eversafe confirmation numer.

I have been waiting since 1045

[hTideGnow]

hi @verasem 

you could have got a text from PM earlier, similar to this one after what is happening
https://productioncommunity.publicmobile.ca/t5/Get-Support/text-my-service-will-degrade-in-2-days-pl...

and this is the background to the network change that affected you 

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

basically, Telus is refarming all of their 850 to 10 MHz LTE B5 in their markets, mainly BC, AB, Windsor, Ottawa, Montreal, Quebec City.   Bell has not done this, so it won't affect area that has Bell networks which Telus/PM use

So, it might affect voice calls for phones that has only 850 Band 5 on the phone but lack 1900 Mhz, those phone people bought in other country.  That's why your iPhone , Pixel are working but not Vivo.  Vivo is not designed for North American and not have all the required 3G bands

[slusagm]

yes, Vivo is an non Canadian phone and does not have all the 3G bands needed now.  Used to work but PM has realign some 3G network bands and it will affect phone not sold in Canada

[verasem]

I am experiencing a significant issue with making voice phone calls from one of my devices (Vivo phone) in my area of residence ONLY. Below is a detailed technical breakdown of the problem and tests performed:

Devices in Use:

• iPhone
  
  
• Pixel 4
  
  
• Pixel 7
  
  
• Vivo (the issue device)
  
  

Issue Summary: All four of my phones (iPhone, Pixel 4, Pixel 7, and Vivo) have been working without issues on the PublicMobile network for several years. However, starting last week, the Vivo phone (regardless of SIM card used) is unable to make voice calls while in my residential area.

Testing and Results:

• Location:  Richmond Hill, ON,  L4S 0B3 (Primary issue location).
  
  
• WiFi Disabled on Vivo:
  
  
• When moving away from my home by a few kilometers and reconnecting to a different tower (Auto 4G/3G/2G): There are no issues with voice calls.
  
  
• At home (within range of the local tower):
  
  
• Auto 4G/3G/2G: Unable to make voice calls, but there are no issues with internet browsing or using apps like WhatsApp, Viber, and Telegram (PublicMobile’s usage history reflects the call attempts).
  
  
• Manual 3G ONLY: No functionality at all (reception bars fade to grey).
  
  
• Manual 3G ONLY on the other devices (iPhone, Pixel 4, Pixel 7): No functionality at all.
  
  

Conclusion: The issue seems to stem from a 3G infrastructure problem in my area, which affects devices like my Vivo phone that require fallback to 3G for voice calls. The problem is isolated to my residence and does not occur when I move away from the area.

Request: I kindly request that you investigate this matter, specifically focusing on potential issues with the 3G network in my location. If necessary, please escalate the issue to Telus for further investigation.

[Gabriella52]

I will try a sumsung and if it does not work then I have to change provider. tk

[hTideGnow]

hi @Gabriella52 

4G is only good for data in your case.  You need proper 3G to get voice as your phone not on PM's VoLTE whitelist

you could have got a text from PM earlier, similar to this one:
https://productioncommunity.publicmobile.ca/t5/Get-Support/text-my-service-will-degrade-in-2-days-pl...

and this is the background to the network change that affected you 

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

[Gabriella52]

They both have the 4G 

[slusagm]

@Gabriella52 

we provided all the information and the possible reason why both your phones not work here today.

please check all the replies again and open ticket with PM if you have more questions

[Gabriella52]

I do not know the model of the oppo but they were bought them overseas. Ithey were working ok until this morning.

[hTideGnow]

Hi @Gabriella52 

Both PhoneMax and Oppo are not on PM's VoLTE whitelist, and because of the problem I mentioned in my first reply, you probably need to get a new phone, or change carrier

if you are getting new phone, get one like Samsung A16, A36 or S23 and above, one that actually sold in Canada and not an imported phone

[slusagm]

see if you can turn on VoLTE in this page
Settings > Dual SIM (or SIM card and mobile data) & Cellular Network > choose SIM 1 or SIM 2 (or just SIM on single SIM phones) > toggle VoLTE Calls.

or if you like, you can open a ticket with PM , but you really need to provide them with more details, a one line random answer won't help.  Every answer from PM usually take at least an hour, if you keep replying them with one line like what you have been doing, you won't get your problem resolved

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

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage    

[Gabriella52]

the other phone is a phonemax 

[funpig1]

@Gabriella52 

What is the Oppo model? If you tell us, we can google to see if it can be enabled for Volte?

For example, try dialling *#*#4636#*#* and see if there is an option to enable Volte in your phone and then restart your phone. Be careful not to change any of the other settings while you are in the menu, otherwise you may brick your phone.

[Gabriella52]

I did reboot the phone  and i put the sim card on anther phone  and still problems with it

[slusagm]

What exact Oppo model?

and both phones you tried are Oppo or both phones are phones you got from Thailand?

[hTideGnow]

HI @Gabriella52 

if you check my earlier reply, your phone likely does not have the 3G-1900 band needs for 3G and hence no longer have voice calls working

you need to change your phone.  It is better to get a Canadian model phone, like those iPhone or Samsung or Pixie

[Gabriella52]

I have an oppo from thailand . I am in sarnia . this is not a new activation or a new number.

[hairbag1]

@Gabriella52 

does text and data work ? Is it possible that your account has been suspended due to non pay ? Use your cell to dial 611 to hear your current plan status.

[slusagm]

at least we have some progress

can you tell us what phone you tried?  both phones, what model?

and did you check if your mobile data work? did you check if your My Account is active? 

[Gabriella52]

          I am a member for awhail. I tried to take the simcard and put it on a different phone the problem is the same

I can't receive or call please help.

[slusagm]

---

@Gabriella52 wrote:

Please I do need the phone

---

@Gabriella52  we trying to help, but look like you have to tell us more

a summary from our couple reply and I think you have to answer our questions:

1 what phone do you have?

2. what city ?

3.  is it a rencent activation? did you try to port your number?

You have to at least answer the above questions for the Community members, customers, to help further. Just tell us you need the phone is not enough 

[Gabriella52]

Please I do need the phone

[hairbag1]

@Gabriella52 

if you recently activated your new account, did you attempt to port your number from old service provider or did you just take a new number ? Did you remove old sim and install new Public Mobile sim.

[hTideGnow]

HI @Gabriella52 

what phone do you have? and what city you are at?

Yes, Telus is refarming all of their 850 to 10 MHz LTE B5 in their markets, mainly BC, AB, Windsor, Ottawa, Montreal, Quebec City.   Bell has not done this, so it won't affect area that has Bell networks which Telus/PM use

So, it might affect voice calls for phones that has only 850 Band 5 on the phone but lack 1900 Mhz, those phone people bought in other country.    If you phone has 1900 Mhz, if your phone are those that sold in Canada,  it likely won't impact you, you won't see any service degrade

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

[slusagm]

what phone do you have? did you try Reboot the phone and Reset Network Settings? or try your sim on another phone?