No phone service!

[Lindsey94]

I would like to speak or receive some kind of help regarding my useless and unreliable phone service, Public mobile seems to enjoy leaving me high and dry.

[Lindsey94]

The data seems to be working good it’s just call and we live right in a rural area. Most of the people I know have public mobile and have been having trouble. It seems to be that I can hear people but I am cutting out for them. 

[softech]

@Lindsey94 

you said multiple phone experiencing same issue ?

curious, is data working ok inside the house?

and you tried 3G network and no improvement? VoLTE the same?   do you live in rural area or bigger city?

do you have any neighbours (or friends came visit) on Telus/Bell/Koodo/Virgin/Lucky? do that have bad voice call too?

I think it worths to open ticket with support and see if they can confirm account or network issue in your area

[Lindsey94]

I see LTE

[softech]

@Lindsey94 

so, while you are making the calls, you see LTE or 4G showing connected on the phone status bar on top?

[Lindsey94]

My phone is now on LTE with not much of a difference.. had a couple important calls come in this morning and I had to leave my house to get service that was still cuting in and out! 

[Lindsey94]

Yes I did an update and have my phone on 4G and still not a good service… 

[softech]

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@Lindsey94 wrote:

Okay, I switched back to LTE but don’t see the volte option 

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@Lindsey94  you won't see the VoLTE option as Telus hides the option

Try to make a call with Wifi turned off, do you see the the network stays showing LTE or 4G on the network status?

[dust2dust]

And do calls work alright at the moment? You had it on 3G so that would be the calling your phone does. Your phone would currently drop down to 3G from 4G. Have you done all the OS updates for the phone? It should be able to do volte.

[Lindsey94]

Okay, I switched back to LTE but don’t see the volte option 

[dust2dust]

Sorry. 4G = LTE. It's all of one less letter to type 🙂

[Lindsey94]

No I don’t have 4G. When I go to my cellular data options it only gives my the option for LTE and 3G 

[dust2dust]

You don't have 4G? Are you sure you don't mean you don't have a 4G speed plan? All plans here use 4G LTE. The different numbers like 3G and 4G are just to indicate speed. I suggest switching it back to 4G LTE. And checking for the volte thing I was trying to have you look for.

[Lindsey94]

I’ve already had the turn off my LTE and use my 3G and that worked for a little time and then it stopped working and I was back to crappy service. I don’t have 4G on this phone. 

[dust2dust]

If you're interested in trying, turn off wifi and then make a call. Do you see LTE up in the top bar? Or 4G? Does it appear when calling?

Then also have a look at

settings, mobile data, mobile data options - do you see voice and data?, go there then do you see 4G and 3G?, if you select 4G does volte appear?, if so then if not turned on then turn it on. Then do the call test again to see if the indicator shows up up top. This would tell you that you have volte enabled.

[Lindsey94]

I have a iPhone XR. It’s been really tough the last couple of months and worrying about service and trying to reach out.. I’m am the lint where I’m just going to try and go through another provider because im just about down. I’m sick of calling people or people calling me and they can’t hear me, or my service is out. 

[dust2dust]

What do you have in your hands now? We can see if it has volte enabled.

As I said a little earlier, this place has been going through lots of changes recently. It seems to me that they do these things very poorly seemingly without testing let alone stress testing. They seem to just throw it out there and let the customers sort it out. And support. There doesn't seem to be much coordination with them either.

Seems all the knowledgeable senior folks have retired or been let go leaving the place to what seem to be junior folks who don't seem to know the basics of systems design and development.

[Handy1]

@Lindsey94  Check it out while waiting for support 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Active-outage-Degradation-to-VoLTE-servic...

[Lindsey94]

Actually I’m wrong. Three of the phones are iPhones while two of them are Androids.

[Lindsey94]

Yes, I just sent an email to support all these phones that are having issues are iPhones

[dust2dust]

And had you also sent a message to support as provided earlier just to go down that direction too?

Are these iphones or Androids? Do you know if volte has been enabled on the devices? Are they all the same phones?

[Lindsey94]

The closest outage reported was about 15 minutes away from my house. This problem has been going on a lot longer than just a couple days. We’ve been having service issues on and off for the past three months, I am going to try to put in an outage report 

[Handy1]

@Lindsey94  There was a big outage yesterday afternoon . Makes me wonder if this has any connection did you check the outage map in your area 

Outage map in your area:

https://istheservicedowncanada.com

[dust2dust]

That member had earlier suggested looking at outages. Did you look that up?

[Lindsey94]

Sadly I don’t have access to another phone at the moment to check the SIM card.. it’s the services thats been affected as I have four other family members who are dealing with the same problems. 

[dust2dust]

This place has gone through quite a number of changes recently. Some seem to have been poorly implemented. So we're trying to help you narrow down. If you wish to just deal with support who will ask you all the same things then that's fine. After that then maybe they might be able to do some things that we can't. But we can help you tell them the exact problem.

Adding - ok good. To rule out one possibility can you check with devicecheck.ca.

[Handy1]

@Lindsey94  Are you able to get the SIM card in another phone to test .

[Lindsey94]

I have restarted my phone, restarted the net work, had to switch to 3G. I’ve tried many things with no success yet.

[Lindsey94]

there to nothing wrong with my login or payment options. I can pay and logon just fine. It’s not only me who is having problems with the service. I have many family members who are also having interrupted issues and it’s been happening off and on for a while now. 

[dust2dust]

There are never any guarantees when it comes to technical services from any service provider. So help us help you. Can you answer some of the questions already asked so we can help you narrow down where the problem might be.

[Lindsey94]

When I’m paying for a service “life just doesn’t happen”! I have a child and need to have reliable service in case of an emergency!