Phone outgoing and incoming calls not working

[abc1234123]

Similar issue to https://productioncommunity.publicmobile.ca/t5/Get-Support/Cannot-make-calls-or-receive-calls/m-p/12...

Calls don't work; the phone says "Calling..." but goes nowhere until the call ends itself. Text, data works. Tried all the same things in the above thread.

Support doesn't seem to know the issue, wondering if anyone could help me figure out if I need a new phone.

Calls aren't working when SIM is in:

• Sony Xperia 10 III (XQ-BT52, released 2021)

Calls work when SIM is in:

• Sony Xperia Z3 Compact (D5803, released 2014)
• Google Pixel 7a

The weird thing is it works on the older Z3 phone, did PM stop supporting some bands? Hoping to figure out if that's the issue where it's working on the Z3 but not the 10 III:

• https://www.gsmarena.com/compare.php3?idPhone1=6538&idPhone2=10698 

[hTideGnow]

HI @abc1234123 

Xperia 10 III has VoLTE.  But PM hid the option for all of us.  So, even you cannot see the toggle, it is there and tuned on by the provider

[abc1234123]

My Xperia 10 III doesn't seem to have a specific VoLTE or 4G Calling option, though if I go to the phone info (*#*#4636#*#*), 'VoLTE Provisioned' is greyed out for me:

[hTideGnow]

hi @Mom_to_5 

someone said earlier this week that PM agent told him that all phones cam use VoLTE now.  Check it, when you make calls, check if the phone stays on LTE or 4G or if it drops to 3G

[Mom_to_5]

I did submit a ticket... no fix from Public....

but I did rectify this myself.  In my settings my former phone plan was still listed.  Since I had an e-sim from public I had neglected to remove my old SIM card...  duh!  Works much better now 😂

[slusagm]

see it the VoLTE toggle is there in the settings.  Try both on and off and test calls with and without VoLTE

or test calling with network mode set to 3G

[hTideGnow]

hi @Mom_to_5 there are quite many users with voice problem.  What phone do you have?

and please follow my steps above to open ticket with CS agent for troubleshooting 

[Handy1]

@Mom_to_5  

submit ticket with support using the chat bubble bottom right of screen 

If that doesn’t work you can always send  direct  private message to support .

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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

[Mom_to_5]

I am having the same problem and cannot get support for this.  

[abc1234123]

Switching to WCDMA-only gets me a slightly different failure: calls no longer attempt 'Calling...' but calls now go directly to 'Mobile network not available'

[hTideGnow]

hi @abc1234123 this could be resulted from PM changes to VoLTE last week. But check with PM supp first 

[abc1234123]

Text and data work, and calling (in and out) has worked for the past around 2 years with it until I noticed in the past few days

[hTideGnow]

hi @abc1234123 quite some people have calls issue in the last couple days.  Can you try changing the network mode to 3G only or WCDMA only and see if calls work

and check with PM support and they can further troubleshoot 

 please submit a ticket with CS Agent using this Chatbot link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".  

If any issue with ticket submission, you can submit by direct message:  

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

Support will reply via Community inbox here within 2 to 4 hours:

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

[Handy1]

@abc1234123  It it just calling that don’t work on the 10 what about text and data ? Or is the 10 maybe carrier locked ? Did you buy it second hand maybe it’s black listed 

Check

Check the Status of Your Device in Canada | https:/

or is the 10 an over seas model and not a Canadian model possibly ?