cancel
Showing results for 
Search instead for 
Did you mean: 

Mobile phone not working

Alex_Trebek
Great Neighbour / Super Voisin

I'm very frustrated right now. My phone hasn't been able to make nor receive phone calls since Thursday night. Mobile data is still working though. I've tried rebooting the phone, re-inserting the SIM card, tried putting the SIM in another phone, and turning on and off airplane mode. My account is NOT suspended or disabled. When I try to make a phone call (611, voicemail, other local Toronto phone numbers) I get zero dial-tone, I hear nothing, and the phone call just ends several seconds later. When people try to call me it goes straight to voicemail. I've been a Public Mobile customer for over 5 years. I'm located in downtown Toronto and haven't had an opportunity to test the SIM elsewhere. Please advise.

 

Thanks,

Alexander

1 ACCEPTED SOLUTION

Accepted Solutions

darlicious
Mayor / Maire

@Alex_Trebek 

Try toggling airplane mode on/off first. Can you change your network to 3G only and try to make a call? Can you call your phone from another number? Does it go to voicemail immediately? Now go to your settings>> About phone>> Sim card status>>signal strength>>you want to see between -50dBm to -99dBm

 

Other customers have been reporting major issues connecting to the 3G network in Toronto. I don't see both bell and telus removing 3G network infrastructure in a major city that would cause a lack of 3G network connectivity so it may just be upgrades to your localized cell towers causing a temporary lack of connectivity.

 

For a workaround download a voip provider app such as textnow or fongo. Choose a Canadian phone number. When you have 3G signal call forward your pm number for unreachable to your voip number. Your pm calls will ring thru to your phone on the voip app while on wifi or on mobile data.

View solution in original post

3 REPLIES 3

softech
Mayor / Maire

@Alex_Trebek do you have another phone to test the PM SIM card?

 

anyway, open ticket either PM support,  they can reprovision your account/sim and that should fix it

 

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

darlicious
Mayor / Maire

@Alex_Trebek 

Try toggling airplane mode on/off first. Can you change your network to 3G only and try to make a call? Can you call your phone from another number? Does it go to voicemail immediately? Now go to your settings>> About phone>> Sim card status>>signal strength>>you want to see between -50dBm to -99dBm

 

Other customers have been reporting major issues connecting to the 3G network in Toronto. I don't see both bell and telus removing 3G network infrastructure in a major city that would cause a lack of 3G network connectivity so it may just be upgrades to your localized cell towers causing a temporary lack of connectivity.

 

For a workaround download a voip provider app such as textnow or fongo. Choose a Canadian phone number. When you have 3G signal call forward your pm number for unreachable to your voip number. Your pm calls will ring thru to your phone on the voip app while on wifi or on mobile data.

BKNS27
Mayor / Maire

@Alex_Trebek 

There seems to be Telus outages in and around the Toronto area.

Check and confirm on the map:

https://istheservicedowncanada.com/status/telus/map