Not able to make or receive calls

[RSn1]

@CS_Agent  I have not been able to make or receive calls in over 2 weeks. I have followed all the steps to try to resolve the issue and can not create a ticket. I need tech support. 

[esjliv]

Oh and @RSn1 did you think you were messaging CS_Agent when you posted here in the community? The Community is PUBLIC viewing and normally customers and members are the people posting here not public mobile staff.

What made you tag CS_Agent here in this post today?

If you meant to PRIVATE message CS_Agent then see the # 2 method in my first post on how to do so.

[esjliv · Accepted solution]

@RSn1 - what about texting services in/out, do they work? And data, does that work?

Check for outages in your area:

• https://www.telus.com/en/on/outages
• https://istheservicedowncanada.com/status/telus
• https://downdetector.ca/status/telus/map/ 

I'd like to know the results of you trying your SIM card in another phone. If not possible perform a reset of the device's network settings and see if that helps. This also resets Wi-Fi networks and passwords, cellular settings, VPN and APN settings, and connected Bluetooth devices that you've used before.

Iphone: To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode. Your iPhone will reset network settings and restart itself.

android: Find and tap Settings > System > Advanced > Reset options > Reset network settings.

If still issues contact CSA to check your account. Ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, OR

2-go to your ENVELOPE at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message.  Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support.

[softech]

@RSn1 it is possible but Sim cards do not fail often

you can try to power off the phone first,  take the sim card out and wipe it clean and put it back in and test again

After you gone through the troubleshooting step with agent and still not working, bring this up and ask them to let you buy a new sim card and reimburse it.  You can buy a new sim card from:

• local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/bc/pick-up-SIM (call ahead to confirm availability ) 
• Amazon.ca:  https://www.amazon.ca/gp/product/B06X9ZGDWG/   (Free Prime next day shipping)
• PM online: https://www.publicmobile.ca/sim-card   (Delivery could take anywhere from 5 days to 3 weeks)

[RSn1]

I have done the other tests. Is it possible it’s a sim issue?

[softech]

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@RSn1 wrote:

The account is active  

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@RSn1 

Try the other tests there and see if it helps

But of course, message support as well so they can further investigate

[Handy1]

@RSn1  Please submit ticket with support to refresh your account 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[RSn1]

The account is active  

[softech]

@RSn1 

you can engage support by direct message them here:

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

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

But did you check if your account status is active?  To avoid browser cache confusing,  please login My account using Incognito mode to confirm account status

If it shows On Hold (Suspended) , then it is a payment issue.  Click "Pay Now and Resume Services" to make a manual payment 

If it shows active,

• first try to reboot the phone
• If that does not work, change the Preferred network type or network mode to 3G only or WCDMA only and see if it works
• Try to click Reset All Networks and see if it helps
• and do you have another phone to test the PM sim ? just to make sure it is not a device problem.  Also, that can force a sim card re-provision and it could resolve the problem
• Also, try the phone in another area if possible, it could be just a local network outage
• You can also try to see if VoLTE works.  But first, what brand and model of phone you have?
  You can check the VoLTE compatibility here:  https://www.publicmobile.ca/en/on/get-help/articles/volte
  If you have a compatible one try to turn on VoLTE
  

  iPhone: Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                   Settings->Cellular->Cellular Data Options->Voice & Data, enable 4G or LTE there
  Pixel:  Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                  Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there
  Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there

  Now, turn off Wifi first. Check if the phone status bar showing it is connected to 4G or LTE

  Then make some calls, see if the signal indicator shows LTE or drop back to H or 3G while you are on the calls.  If it stays with LTE, then yes, you are using VoLTE, and you can see if calls are any better.