Outgoing ringing on 4G calling

[BMcL]

I have been using a Umidigi A11 phone with Public Mobile since September 2024. The network mode is set to 4G and the 4G calling (VoLTE) option is on. Everything worked well until recently.

Now, on outgoing calls, there are no ringtones. Unless the person answers I do not know if the call has gone through.

• If I switch network mode to 3G, I can hear outgoing ringing.
• If I stay on 4G but toggle the “4G Calling” option off, I can hear outgoing ringing but the network drops to 3G when the call goes through.
• If I leave “4G Calling” option on, I cannot hear outgoing ringing but the call goes through and the network stays on 4G.
• Incoming calls are fine with 4G and 4G calling.

I raised a support ticket with Public Mobile and went through all the tests they requested. They escalated to Tier 2 support. A few days later an agent called me (fyi I received the call on my cell in 4G Volte). They said the phone is not supported by Telus. Missing outgoing ringtone is functionality degradation. Functionality may remain OK or it may degrade further. They suggest buying a phone from Telus as they are supported.

Can someone explain, in plain English, why the functionality would “degrade” and why it “may” degrade further?

Are there any suggestions to get the outgoing ringtone back in 4G calling?

[hTideGnow]

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@KHANK wrote:

Quick fixes to try:

•  
• Use apps like WhatsApp or Messenger for calls, as they bypass the cell network entirely.

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HI @KHANK 

remember, Whatsapp and Messenger for calls are just temporary workarounds and not really a fix.  People without the software or calling from regular line won't be able to call you via Whatsapp or Messenger

[KHANK]

VoLTE treats calls like data. Because Umidigi isn't officially supported by Telus, your phone is missing the "translator" software needed to read the network's digital ringing signal. The call goes through, but the sound gets lost.

As Telus updates its towers, unsupported phones lose features piece by piece (degradation). Plus, Canada is shutting down 3G networks entirely by March 2027, so switching to 3G won't work forever.

Quick fixes to try:

• Reset network settings in your phone's main settings menu.
• Use apps like WhatsApp or Messenger for calls, as they bypass the cell network entirely.

If those don't work, you'll likely need a certified phone to fix it for good. Do you want some cheap, compatible phone recommendations, or are you trying to make this one last?

[BMcL]

To get a 100% guaranteed compatible phone:

1. Buy a phone from Telus. As Telus, Bell, and Rogers may all have different makes and models that they do (or do not) officially support, buying from another service provider may not work. Apparently even buying from elsewhere a make and model that Telus sells does not guarantee it will be supported by Telus.
2. Buy from a physical store. The IMEI will be on the outside of the box. Use the Telus IMEI checker to confirm compatibility before buying the phone.
3. If buying from an online store, use IMEI on the outside of the box with the Telus IMEI checker to confirm compatibility. Return it without unboxing if not compatible.

[BMcL]

No one has been able to explain how a phone that fully works on Public Mobile with 4G calling (VoLTE) will suddenly lose functionality (outgoing ringtones). But the responses all indicate that, since Telus / PM do not officially support that make and model, there are no guarantees that it will work in the future. See my post “Find New Phone Certified for VoLTE”.

[BKNS27]

@BMcL 

Looks like the Nubia A76 is VoLTE compatible on PM network.

https://www.google.com/search?q=is+the+ubia+A76+volte+compatibleon+public+mobile+network%3F&oq=is+th... 

[hTideGnow]

hi @BMcL 

Nubia is ZTE

i can only say most phone sold by Telus and Koodo should work.  If you buy in person, best to check the IMEI before you pay

[BMcL]

I'm most likely waiting until march 2027 to see what happens. But will look at Boxing Day sales. has anyone tried a Nubia A76. Both Telus and Rogers (Chatr) are offering these on their websites for well under $200.

[hTideGnow]

hi @BMcL 

yes, I saw your other posts, you have a Umidigi.  That is not an approved phone

you can try Reboot your phone and Reset network settings and see if it helps

if you are ok without the outgoing ringone (basically just the tone before someone picks up, right?), you can wait till and see what happen after March 2027 and buy a new phone then

but yes, Umidigi is an imported brand, most of those non Canadian brands are not on the list

[BMcL]

My phone has an icon for the network (4G or 3G). It also has an icon for VoLTE. It is easy to see if the network changes or if VoLTE is off.

If I was buying a resale, I agree I could ask for IMEI. But I doubt a retail store will do that - they'd have to unbox and set up the phone.

[BMcL]

I don't know why / how either but I did lose outgoing ringtone functionality within the last 2 weeks - but only on 4G calling. It is still there if I turn off VoLTE and let the call drop to 3G. Which will work until Mar 31 I guess.

[slusagm]

share the model you are planning to get and we will advise

but the general rule, a safe rule, is to get phones that are really designed and sold in Canada.  Major brands like Apple, Samsung, Motorola will do. Avoid getting imported phones, those likely won't work

[will13am]

@BMcL , I don't know what to say.  As long as the phone is connected to 4G/LTE during a phone call, you should not be losing any functionality despite the phone not being shown in the VoLTE whitelist.  As for new devices that are VoLTE certified by Telus, I think the main brands, Apple, Google and Samsung should be safe bets.  

[hTideGnow]

hi @BMcL 

what model of phone you have now?

you can start with this list.  Basically any newer generation of the same model will work.  (or if the phone  you want is not on the list, let us know and we will try to help)

[Yummy]

You can always ask seller for IMEI and check it against PM IMEI database. If phone does not show up through public database open a ticket and ask agent to check against their internal IMEI database. Be persistent for them to double check...
Whatever phone you plan to buy ALWAYS look to get Canadian version no matter how lucrative deal is for off brands or international versions.

I am wondering HOW can you see 3g/4G/etc. when making a call as my phone show hat ONLY if data is on...

IMEI is NOT a secret number. You can often see it when people advertise phones for sale on kijiji or marketplace.

[BMcL]

I need to look for a new phone which is certified to work with PM’s VoLTE 4G calling.

My current phone has successfully used 4G (VoLTE) Calling on PM for the past 18 months - confirmed with every call by noting that the network icon does not change from 4G to 3G. But it is not certified by Telus – as confirmed with their IMEI Checker. This means that Telus can change their VoLTE architecture at any time and those changes may degrade my phone’s functionality. See my previous post - Outgoing ringing on 4G calling.

I have not been able to find a list of certified brands and models anywhere. So I can buy a new phone at a Telus store and it will be certified but the prices are not great. If I buy one elsewhere (eg. Staples, Best Buy, Amazon), I have to use the IMEI Checker which I can only do after I buy it!

Is there any way around this dilemma?

[BMcL]

I have already raised a ticket and tier 2 responded. They say my phone is not supported. Yes their IMEI checker says that too. What I don't understand is why it worked for over 1 1/2 years using 4G and VoLTE and still does - except for the outgoing ringtone just recently.

[softech]

@BMcL 

i have checked my Umidigi A11 with both Telus or PM IMEI checkers and confirmed it is not VoLTE compatible.  Please use the IMEI checker to confirm yours:
https://www.publicmobile.ca/en/get-help/articles/volte

if it shows compatible, you can reach out PM support for further assistance.  Please open ticket using Public Mobile Expert Messaging , Select Start a Chat to begin (You will need to use your current Community account to login to submit the ticket):
          https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/sms alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre

[BMcL]

I'm not sure why you would say the phone used 3G for calls. I can physically see the 4G icon turn to 3G if I have VoLTE off when I make a call but the 4G stays as 4G on calls when VoLTE is on.

[softech]

@BMcL 

The problem is a combination of 3G shutdown and the lack of VoLTE compatibility

While your Umidigi A11 has VoLTE, it is LIKELY NOT compatible with PM's VoLTE network.  You can use the  IMEI checker on this page to confirm:  https://www.publicmobile.ca/en/on/get-help/articles/volte 

Since your phone is not compatible with PM's VoLTE, your phone has been using 3G for voice (even it can be using 4G for data) , but is now affected by the 3G Network Shutdown that has just started in Manitoba:
https://www.publicmobile.ca/en/get-help/articles/3g-shutdown

If you’re using a 3G-only device, your phone will stop working after these dates:
Manitoba (Rural): January 12, 2026
Manitoba (Urban : Winnipeg & Brandon): Starting March 31, 2026
National: Starting March 1, 2027

There is really nothing much you can do other than to get a phone that is compatible with PM's VoLTE network.
iPhones 8 or later, Google Pixel 4 or later, Samsung S22/Flip 2/Fold 2/A15/A35/A55 or later, or other major brands of phones released after 2024 and are designed and sold for the Canadian market should work. ( BUT Imported phones/grey market phones sold on marketplaces likely won't work)
If you are unsure whether a particular phone will work, share the model here and we can help