Network issue - Moto g15

[MarkSquires]

Looking for some advice before I assume my wife's phone has a hardware issue.

We're currently on vacation in British Columbia (normally from Newfoundland), and my wife's phone suddenly lost all cellular service after we arrived.

Phone: Moto G15

Carrier: Public Mobile (physical SIM)

Symptoms:

Phone shows "No service."

Can't make or receive calls ("Cellular network not available").

SMS won't send over the cellular network.

Manual network selection won't connect.

Here's what we've already tried:

Restarted the phone multiple times.

Airplane mode on/off.

Reset mobile network settings.

Turned automatic network selection off and tried manually selecting a network (only showed network code 302723, but it wouldn't register).

Confirmed mobile data, VoLTE, and other network settings are enabled.

I also did some SIM swapping to try to narrow it down:

My phone: Google Pixel 9 (also on Public Mobile with a physical SIM).

My Pixel has weak but working service at our current location.

Her Public Mobile SIM works perfectly in my Pixel.

My working Public Mobile SIM does NOT work in her Moto G15.

Based on that, I'm leaning toward the Moto G15 being the issue rather than the SIM or Public Mobile account, but before I factory reset the phone or look at warranty options, I wanted to see if anyone has experienced something similar or has any other suggestions.

Has anyone seen a Moto G15 suddenly stop registering on the Public Mobile/TELUS network like this, especially while travelling within Canada?

Thanks in advance!

Mark

[MarkSquires]

RV park / campsite 

[softech]

@MarkSquires 

Moto G15 is NOT a phone designed for the Canadian market. It is a 3G/4G-only device that is primarily targeted at the Asia-Pacific market.

While the phone has band 2,5, 7 that PM uses, it lacks bands 4,6,12,  13, 16.  In BC, it relies heavily on Band 4 for urban area or band 12 and 13 for rural areas or inside buildings.  Without these important bands on G15, it won't connect to Public Mobile at all in BC

I understand the phone is currently working in Newfoundland, but from what I understand, the phone is not VoLTE compatible with PM's system.  Please use the IMEI checker here to confirm

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

Since it is not VoLTE compatible,  you will need to get a new phone before March 2027 or voice call will no longer works once 3G network is decommissioned

[hairbag1]

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@MarkSquires wrote:

We're in the Port Alberni area 

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In town or out at a local campsite ? You might not have service issues when you're closer to town or a cell tower. 

[MarkSquires]

Attempting to manual select the network - Public Mobile was not listed

[MarkSquires]

We're in the Port Alberni area 

[hairbag1]

@MarkSquires 

BC is a big province with many mountains, valleys and areas of no / little cell service. Tell us where in BC you're to and we can see if there's some guidance we can provide.

[slusagm]

where in BC you are at?

I think you already tired Reboot phone and Reset network settings

change the network connection to manual and choose Public Mobile, see if you can lock the network and have better connection.  But if you change the network connection to manual and do not see Public Mobile, then it is a device reception problem

[hTideGnow]

hi @MarkSquires 

you had good test already.  

look like it is a weak antenna issue on the Moto phone as even your Pixel phone has weak connection

There is really not much you can do if that is the case.  But you can try switching the network mode to 3G or 4G/LTE and hope it catches those signal instead