No incoming/outgoing calls, existing customer

[JPM2023]

Hi,

My phone has not been able to make or receive calls since yesterday. Some observations from preliminary trouble-shooting as follows,

• Text is functioning normally
• When trying to call out, there was no sound and it took a few seconds before the phone displayed a message saying "cannot connect to network". My Public Mobile usage record shows all the outgoing call attempts were made to the voicemail number (647-580-4001), while that was not among the numbers that I have called.
• I tried the sim card on a different phone and incoming/outgoing calls functioned normally.
• I tried a different sim card (a different phone number) on my current phone and there was no issue either.

I have been using the same phone, sim card and service plan for over a year and have not noticed such problems before. I usually live in the southern Ontario but am currently in Montreal, around the time when the issue occurred. Could the location change has something to do with it?

Also, I've noticed some recent posts about similar issues in the community. Are there any changes/updates by the Public Mobile network that could have caused the issue? 

Any insights/suggestions are appreciated. Thank you for your help in advance.

[TKO416]

This solution was a lifesaver.  I had tried rebooting, clearing the cache, reinserting the SIM card, watching YouTube help videos, etc. to no avail.  Thanks a million!!!

[Akashg]

Hi @FumoFumo Thanks so much , it helps me.

[JPM2023]

Updates on March 22:

I tried your method on the Honor phone when I was in Montreal in mid-March. The device did not respond to the codes. (It seems that VoLTE is on by default on the Honor phones these days.) Still couldn't call in/out while texts/data were not affected.

Phone calls started working again as I left Montreal for Toronto, without any changes made to the phone, and remained working for two days until the same issue occurs again. Nothing seems to resolve the problem.

I have further tried different sim cards on the Honor phone and the PM sim card on other devices. Another PM sim card also failed to work on the Honor device (same issue). It seems to be the combination of the configuration on the Honor phone setting + the PM service together these days that is causing the problem.

Providing details here for reference if anyone finds it useful.

[JPM2023]

Thanks for sharing the solution. I'm glad that there are other community members that resolved the issue via your approach. I'm on the road now the temporarily switch to a different device. Will definitely try your method and let you know in a follow-up.

[Tiger62]

I have a Xiaomi phone also and had the same issue since Feb 27 Thursday . Submitted a ticket Friday but issue not yet resolved. I just followed your instruction. It worked. Now I can make and receive calls. Thanks for the big help.

[FumoFumo]

Facing the same issue until I checked my phone for VoLTE and VoWiFi compatibility.

My understanding is that on modern devices this is disabled until dialing a manufacturer specific number for checking VoLTE and VoWiFi to set a toggle under SIM and Cellular Network or equivalent settings.

For me as a Xiaomi device user, checking VoLTE and VoWiFi by dialing *#*#86583#*#* and *#*#869434#*#* respectively will give a flash notification on the bottom to see if they're disabled. Once done, the settings will appear on selecting the affected SIM card under Mobile Networks for VoLTE and making WiFi calls to be enabled if desired.

I hope this offers a potential solution for anyone impacted similarly.

[Phil_Adelphus]

@JPM2023   If the Huawei 20 works with the sim card and the Honor doesn't my guess is that it has to do with the 3G changes.  Does the Honor have both 850 and 1900 Mhz?   Rogers/Fido/Chatr are shutting down 3G altogether in a few months.  I input both your phones into their compatibility tool and the Huawei 20 is supported but there are no results for any Honor phones.  You can try it yourself here

https://www.rogers.com/support/mobility/rogers-3g-hspa-networks-are-being-retired 

When the USA shut down 3G altogether in 2022 everyone there had to get a new phone that was approved for VoLTE by their carrier if they didn't already have one.  Prior to that shutdown I got a notice from my Canadian carrier (not Telus) that my now retired Android phone would no longer work there for roaming as a result.

[JPM2023]

You might be referring to this threat: https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-connect-to-network-emergency-call-o... where @Daniel2005 shared about a message he received about the 4G network upgrade, noting expected impacts between Feb 27 to Mar 3.

A network upgrade that makes voice call completely unavailable (including 911 call in my case.) That is terrible....

[Chalupa_Batman]

There is something here on the forum but it's been lost in the shuffle here as whomever posted it, didn't sticky it nor did they place it in the Announcement section. Kind of defeats the purpose of Announcement if you can't find it in there.

[JPM2023]

Thanks for sharing your experience @Msbaseball2 . It's said to concerning to learn that the issue is reoccurring to you. I also tried network reset today and it did not work for me.

[JPM2023]

The phone with which the service is having trouble is an Honor 70. The sim card works with an older Huawei P20. Just tried resetting the network today but no improvement.

[JPM2023]

Thanks for the suggestions, @Chalupa_Batman. Unfortunately that resetting the network and rebooting doesn't seem to help. Is there a way to reach out to the moderator/Public Mobile staff to find out more about the 3G network change?

[Phil_Adelphus]

@Msbaseball2   What phone do you have?

[Msbaseball2]

We had the same problem on Thursday Feb 27 /25 could not receive or make calls.  I did a network reset which worked until today. Now I’m getting failed calls and cannot be heard.  

[Phil_Adelphus]

@JPM2023  It could be the changes to 3G, what phone do you have and what model phone did the sim work in?

[Chalupa_Batman]

Hello @JPM2023 

Two things I can suggest. One, do a reset your network settings and then reboot. Two, check this link for outages in your area.

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

Also, there was some work done to the network recently in certain areas that affected the 3G network. Could that be an issue? I would share the link but unable to find it in the "Announcements" thread.