Community

BCDave1 · yesterday

Hi guys
A few days ago I woke to find I couldn't make a phone call as per the message above. The phone has worked finethe previous day so at a loss to get it to work. Did some reading and found suggestions my sim card may may died so I ordered a new esim card. And once installed I once again had access to the netowrk. The next morning once again I was faced with Mobile Network Not Available. Yesterday on my way to an appointment I stopped in at a phone repair shop. The young girl tried everything in her bags of tricks to no avail. She was able to confirm my sim card was working on another phone. Anyone Have a solution. I really need my phone to arrange transport for my various doctors' and hospital visits. Many thanks................dave

hTideGnow · yesterday

hi @BCDave1

your phone is still using the old 3G network for voice, although data is using 4G or LTE.

But all carriers are ending 3G network soon, PM will not be using 3G network starting March 2027.

When 3G ends, everyone needs to use LTE for voice (it is called VoLTE). So, you need a phone that is both able to use VoLTE (voice over LTE) and on PM's VoLTE whitelist.

Your S21 has VoLTE but is too old to be on PM's VoLTE whitelist, so it won't work and you need a new phone

It’s not great having to spend money on a new phone, but yours is already five years old and isn’t getting security updates anymore. At this point, upgrading is actually a good move — you’ll get much better protection and a phone that’ll last you for years.

If you want to stay with Samsung, a Samsung A16 or A36 or S25 will work

Chalupa_Batman · yesterday

@BCDave1 wrote:
Hmmm, no data still worked thankfully, so I need to upgrade my phone to something newer, I'm not familiar with the term VoLTE can you enlighten me? Sorry to be such a nuisance but at my age (75) I'm not as technically savvy as I used to be. I like the Samsung for it's functionally it so how much of an upgrade are we talking S24, S25 or something even newer. Also if I upgrade the phone and install my existing sim card should the network come back up? Many thanks..............dave

VoLTE is Voice Over Long Term Evolution. It basically means making calls over 4G instead of 3G or 2G.

BCDave1 · yesterday

Hmmm, no data still worked thankfully, so I need to upgrade my phone to something newer, I'm not familiar with the term VoLTE can you enlighten me? Sorry to be such a nuisance but at my age (75) I'm not as technically savvy as I used to be. I like the Samsung for it's functionally it so how much of an upgrade are we talking S24, S25 or something even newer. Also if I upgrade the phone and install my existing sim card should the network come back up? Many thanks..............dave

BCDave1 · yesterday

I'll be happy to share when I get this resolved 😀

hTideGnow · yesterday

hi @BCDave1

If you have no data as well when the phone "dies", then this has nothing to do with VoLTE.

but it is true, your phone's voice call will stop working after March 2027 (although data will still work), so, time to look for a new phone

BCDave1 · yesterday

Thanks for the suggestion but unfortunately it didn't work...............dave

Chalupa_Batman · yesterday

@BCDave1 wrote:
Thanks for the suggestion, I'll try it, phone is a Samsung S21

Hey @BCDave1

There have been several reports here on the forum over the last little while about the Samsung S21 line up and folks losing connection. If the S21 is on the approved Whitelist of VoLTE enabled phones, then it seems their IMEI list is outdated causing this issue. But I'm sure once you hear back from your ticket, you'll hear why this is happening. If you would mind sir, could you come back here and share with the community what the resolution was to resolve this? Thank you in advance.

BCDave1 · yesterday

Thanks for the suggestion, I'll try it, phone is a Samsung S21

BCDave1 · yesterday

Thanks for replying

No wireless outgae here in Kamloops, phone is a Samsung S21, and thanks, I'll open a ticket.........dave

hTideGnow · yesterday

hi @BCDave1

what phone is that? and once you said it "died", voice and data both failed?

you check if any local problem in your area?
https://www.telus.com/en/ab/outages

i will open a ticket with PM support and ask them to check

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

Chalupa_Batman · yesterday

@BCDave1 wrote:
Hi guys
A few days ago I woke to find I couldn't make a phone call as per the message above. The phone has worked finethe previous day so at a loss to get it to work. Did some reading and found suggestions my sim card may may died so I ordered a new esim card. And once installed I once again had access to the netowrk. The next morning once again I was faced with Mobile Network Not Available. Yesterday on my way to an appointment I stopped in at a phone repair shop. The young girl tried everything in her bags of tricks to no avail. She was able to confirm my sim card was working on another phone. Anyone Have a solution. I really need my phone to arrange transport for my various doctors' and hospital visits. Many thanks................dave

Hello @BCDave1

There may be outages in your area. You can check here.

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

Also, try placing your phone into Airplane mode for 10 minutes, turn phone off for 5 and then restart your phone and turn off airplane mode. This will help the phone and SIM reconnect to the PM network.

Side note, which phone are you currently using with PM?