Keeps breaking

[suzanneramsay]

My hubby and I each have an account and for the past month or so the calls are constantly breaking and we can't talk to anyone.  What is going on?  A day here and there we won't have that problem but very few.

[suzanneramsay]

Thank you

[slusagm]

remove your screenshot as it has your IMEI, don't disclose in open forum here

go to this page, click X on top right of the image and delete it
https://productioncommunity.publicmobile.ca/t5/media/gallerypage/user-id/561055/tab/all
(delete both images)

your A16 is NOT a Canadian model and hence could be the reason why it is showing not compatible.   But generally, a Samsung A16 should be VoLTE compatible and you should have better voice quality.

And when making calls, does the phone showing it connects to 4G or LTE or 5G?

[hTideGnow]

hi @suzanneramsay 

no worries, Samsung A16 are good. We have support agent confirmed that some newer models are not added to the database in time, but they are whitelisted on the system and are using VoLTE 

so, what left of you is to submit a ticket with PM agent and explain them the current sound issue, they might refresh your account and will have the issue resolved

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, 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            

[suzanneramsay]

I check with my IMEI and that's what I got.  Doesn't make sense.

[suzanneramsay]

I have a Samsung A16 and yes I'm using VolTE

[hTideGnow]

hi @suzanneramsay 

you haven't tell us what phone you have 

[suzanneramsay]

It didn't work I'm still breaking

[suzanneramsay]

Ok got it

[slusagm]

@suzanneramsay 

what phone do you have? you know if you are using VoLTE for calls?

Use the IMEI checker to confirm if your phone is on PM's VoLTE whitelist and using it to make calls
https://www.publicmobile.ca/get-help/articles/volte

if you have an older phone that is not VoLTE whitelisted, you will need a newer phone 

[hTideGnow]

hi @suzanneramsay 

For iPhone

Open Settings, Tap General, Scroll down and tap Transfer or Reset iPhone, Tap Reset at the bottom, Tap Reset Network Settings.

Samsung Galaxy

Open Settings, Tap General management, Tap Reset, Tap Reset network settings

Google Pixel / Motorola / Other Stock Android
Open Settings, Tap System, Tap Reset options, Tap Reset Wi-Fi, mobile, & Bluetooth , Tap Reset Settings

[suzanneramsay]

How do I reset the settings?

[hTideGnow]

hi @suzanneramsay 

try on both phones.  Reboot your phone and reset network settings