No Connection in Last Two Weeks

[ETPHONEHOME1]

Within the last two weeks all of a sudden I get no cell signal in my home. My wife who is also a PM customer faces the same problem. My work phone (Bell network) consistently has a 2 bar signal.

Any ideas as to what's going on here? 

The fact that it happened seemingly overnight is odd. The fact that a Bell phone doesn't have the same issue despite PM sharing Bell towers is extra odd.

[TutankhamunGod]

This may be redundant at this point, but it may be worth going through all your setting, deactivating your esim, re-activating, making sure roaming data is selected ON, changing network mode of sim to 5g, LTE or 3G preference, and doing a hard reset of your phone. These are my go to options.

[ETPHONEHOME1]

We're somewhat rural but there is a Bell tower about 2km away. Up until 2 weeks ago we never had an issue, and my work phone (Bell) continues to work without issue.

[will13am]

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@ETPHONEHOME1 wrote:

A few more details:

I also swapped the SIM cards between my work and personal phone and confirmed that the Bell SIM works in both phones and the Public Mobile SIM has no signal in both phones.

If I leave home and go down the road far enough my phone can connect still.

Is there anything that could have changed for this issue to start out of the blue two weeks ago?

It just doesn't make sense to me that a Bell SIM can connect and a Public Mobile SIM can't when they're literally right next to each other.

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@ETPHONEHOME1 , it seems to me that if you are able to get service away from your home location, there is a local network issue.  What part of the country are you located in?  Check out this cell tower map to see how well covered your home area is.  It is possible that single cell tower outage could affect connectivity if there is not a lot of overlapping coverage in the area.  

https://www.ertyu.org/steven_nikkel/cancellsites.html?lat=52.025459&lng=-97.031250&zoom=4&type=Roadm...

[CSA_PM]

Hello @ ETPHONEHOME1,

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en 

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.
 

[ETPHONEHOME1]

A few more details:

I also swapped the SIM cards between my work and personal phone and confirmed that the Bell SIM works in both phones and the Public Mobile SIM has no signal in both phones.

If I leave home and go down the road far enough my phone can connect still.

Is there anything that could have changed for this issue to start out of the blue two weeks ago?

It just doesn't make sense to me that a Bell SIM can connect and a Public Mobile SIM can't when they're literally right next to each other.

[Dunkman]

@ETPHONEHOME1 

Might want to check the Telus outage map:

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

Might be worth having a customer service agent having a look at your accounts.  I will try to escalate your issue to CSA_PM agent.  Should contact you within 30-60 minutes via private message. 

[BKNS27]

@ETPHONEHOME1 

Login to your account and check to see if your account is Subscribed. It could be that there is a glitch on AutoPay. You can also call 611 or 1-855-4PUBLIC to check the status of your account. If you are suspended for nonpayment. You will need to make a manual payment and enable Subscribe for future payments.

PM share Bell towers so your phone should work on Bell towers.

If everything looks fine then you will need to contact a CS_Agent to investigate the issues.

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

[ETPHONEHOME1]

Confirmed that accounts are active and a network reset didn't change things unfortunately.

Phones are both Pixel 7

[Dunkman]

@ETPHONEHOME1 

I assume that both of your account status is active (not suspended).  Sometimes autopay/pre authorized payments system fails.  

Might want to try a network reset of your phone (note: this will erase any saved Wifi passwords).  

Which model phone are you using?  Some phones have had issues with Telus refarming the 850 MHz 3G band to 4G/LTE.