Important medical places have tried to call only to have it appear as if my phone is out of service

[HarleyQ420]

So I am able to have certain numbers call me, like my friend, my doctors office, and yet some of the places my doc has set me up with that I've been waiting for them to contact me end up with calling my number and it appearing as if my phone is OUT OF SERVICE, despite it NEVER being out of service since being with Public Mobile. 

The phone is also quite new, so the settings haven't really been played with, and I even did a word for word search on "Caller ID and Spam Protection" with zero results. It's the Samsung A36. 

Since I still have all settings basically on default for the phone, I believe this is something to do on Public Mobile's end. Any tips or suggestions? As even my phone's company (Samsung) is telling me it's not on the phone's end if everything is set to default. 

[hTideGnow]

hi @HarleyQ420 

did you try Reset nework Settings or you just think it won't work? So, many got the issue resolved with Resetting networks settings.  And even if you open ticket, the first thing support agent will ask you to do is the same thing

Please note we are just customers like you and we are spending our time to help.  We do appreciate being treated with more respect

I think you have replied enough and won't do much more.  Please ask PM support agent ot help instead.  You can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage   

[HarleyQ420]

Already mentioned that the phone is practically brand new, and the settings r ALL basically set to DEFAULT, so what good would that honestly do? Also mentioned that my network is fine and is compatible (mentioned that both my IMEI numbers showed green lettering and checkmarks for 5G Speeds and the VoLTE Network) so a reset wouldn't really do much either. 

Was you I replied to as well telling you this exact same information the first time you asked me. 

[hTideGnow]

hi @HarleyQ420 

we are only customers like you, we are using our time to help.   

A36 should work with PM's VoLTE without issue. 

Try reboot the phone and Reset network settings

also, not sure if  you did, check your phone here for compatiblity

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

[HarleyQ420]

Never had an old SIM with you guys, I was with Chatr (who before switching the bill doubled in price without notice and never paid it) before and switched. I also don't have an "old phone" as the phone I used to have is broken and I am unable to afford to fix the 10+ things that went wrong when I wasn't allowed to leave it in a safe area when getting a CT scan done. Causing the phone to malfunction and never work properly again. 

[BKNS27]

@HarleyQ420 

If you put the old SIM from old phone to the new phone. Try powering off the phone then back on.

[HarleyQ420]

I never messed with no settings when I got this phone or when I put my SIM card inside this phone. I wouldn't even know how to unless I had a step-by-step guide, and have zero issues with the network in other ways. So I honestly don't know what's going on if I can get calls from actual scammers, yet have to hear from my emergency contact (who only uses TextNow for calling and texting) that they tried calling me, and my phone was "out of service" when that same day my friend was able to call and text me when I was at another appointment. 

[HarleyQ420]

Both VoLTE and 5G speed have green lettering and a checkmark beside them, no e-sim, as I needed an actual SIM to be able to use my unlocked Samsung A36 phone. 

So it is on their whitelist and I am still unable to receive calls from certain medical professionals. Which is weird, as they are able to contact my emergency contact's TEXTNOW number without ANY issues, and I am able to call them back on my phone without issues as well. 

So I am at a loss as to why I am missing these calls and being told by a 3rd party that my phone was "out of service" when it most certainly was NOT being able to make and receive calls and texts from others both in my contacts and not!

[BKNS27]

@HarleyQ420 

Did you try resetting the Network setting to see if that helps?

[hTideGnow]

hi @HarleyQ420 

what phone do you have?

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

If you phone has VoLTE and is compatible with PM VoLTE, you shouldn't be impacted at all.  Check here:
https://www.publicmobile.ca/en/get-help/articles/volte

But if your phone is not not on PM's VoLTE whitelist, and if your phone has only 850 Band 5 on the phone but lacks 1900 Mhz, if your phone were bought from another country, or an imported model, then you might be impacted with no 3G voice service at all
On the other hand,  if the phone has 1900 Mhz,  or it is a Canadian/US model,  it likely won't be impacted as much but the voice calls quality might still degraded.

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