I can’t make calls or receive calls

[rutthie_1]

Hi, 

For the past couples weeks I’ve been having issue making calls or even receiving them. I’ve reset my phone, reset my network, turn my airplane on/off all I could thinks but it’s still not working. I need help here 

[BKNS27]

@rutthie_1 

This happened to me once and the CS_Agent corrected my issue but it took them 3 days to track down the problem.

[Handy1]

@rutthie_1  Time to contact support to investigate 

• while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking >>>>>>>>here.

[rutthie_1]

I tried that but it’s still not working 

[Handy1]

@rutthie_1  Settings >cellular >cellular data options >voice and data > and select 3G

[rutthie_1]

I did put my SIM CARD in an another phone and it did work. How do you change your Network to 3G?

[Handy1]

@rutthie_1  Now try in your phone again , it might be all it needed to force a provisioning on the sim 

[rutthie_1]

Yeah. It was working perfectly fine. I’ve been Public Mobile Customer for about 3-4 years and I’ve never had an issue. I got a new phone last year 2022, but I didn’t have an issue then. I did put my SIM card into another phone and it worked perfectly fine. 

[rutthie_1]

I’ve put my SIM card into another phone and it worked on the other phone. It’s not a phone issue. I’ve tried to submit a ticket but for some reason it’s having issues so I can’t. 

[Handy1]

@rutthie_1  Can you try SIM card in another phone possibly and or try your preferred network to 3G and see if that improves your service 

[esjliv]

@rutthie_1 - were your services working fine up until a couple weeks ago? Does texting and data work?

Have you obtained a new phone lately, what is the model you are using? If you try your SIM card into another phone do services work?

If still an issue and there are no outages in your area, you can use the “Get Help” section at the top of the screen above: https://www.publicmobile.ca/en/ns/get-help, type 'customer support' to get two methods to Contact a Customer Support Agent with Public Mobile.

Check for outages in your area:

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

https://istheservicedowncanada.com/status/telus

https://downdetector.ca/status/telus/map/ 

[hTideGnow]

HI @rutthie_1  do  you have another phone to test the sim card?  best to do that to confirm it is not a phone problem

but you can also submit a ticket with PM and ask them to refresh your account as well

please submit ticket to CS agent at:   https://widget.telus.tiia.ai/publicmobile/publicmobile.html

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):
         https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437