Phone periodically not making outgoing calls

[Hipdiver1]

• It is extremely frustrating to try to resolve this significant issue! I've been with public mobile for >3 years and if it is not resolved within a day I will be switching providers as it is very important for me to be able to make calls. I am not even able to connect with a real person and have tried things suggested such as turning off and back on the phone, removing and reinserting the SIM card, etc. Strangely, it is not always a problem but haphazardly periodic. I have changed nothing and have no idea why this became a problem in the first place. Wow, it's even frustrating and that I need to provide a label for this post and have no idea what this means.

[Hipdiver1]

Update: Public Mobile had Telus call me, who verified my phone is incompatible with the network changes and the reason why it sometimes works and other times not is because it depends on which cell phone tower I'm connecting to, as they're not all upgraded at the same time. I need to switch service providers, so now back to PM to see how they respond given the extreme inconvenience and loss of service for which I've been paying for.

[GRHWAR]

I tried 2 of my phones, I got the 2 green checkmarks for both phones:

"Your phone is compatible.

This phone will work on the TELUS VoLTE network.

Yes, as confirmed by TELUS.

Your phone will work on our partner carrier VoLTE networks while roaming"

But Public Mobile support said my phone is not compatible.

[funpig1]

@Hipdiver1 @GRHWAR 

Try testing your phones with the Telus VoLTE compatibility tool in this link and let us know if this tool confirms whether your phones are no longer compatible. Good luck.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Telus-Volte-Compatibility-Tool/td-p/13290...

[Hipdiver1]

Right, I suppose that's where it might help if they explain why your phone is incompatible. Perhaps the bright side is that most/all other service providers have real people you can easily connect with to determine what you need to.

It'd be nice if they didn't try to fix things that aren't broken, or at least inform folks before they make such a change to a critical service that some people heavily rely on.

[GRHWAR]

Who knows if the new provider won't have the same issue or even if it works it might change in a few months.

[Hipdiver1]

Is it not an option to consider a different service provider that your phone would be compatible with?

[GRHWAR]

I have a Motorola G phone that I bought 5 years, apparently not compatible anymore as of this week.

I'm in Montreal.  They didn't present any options, they only said my phone is not compatible.

I don't have any other options, so I'm on the search for a new phone.

[Hipdiver1]

Where are you and what type of phone do you have?

Did they present options to you?

What are you doing as a result? 

[GRHWAR]

I am having the same issue.  I can receive calls, but usually I cannot make calls  (this happened this week).  I sent a PM to a support agent and they escalated my issue and someone from Public Mobile/Telus called me and said my phone isn't compatible.

[Hipdiver1]

Thanks for letting me know!

Any idea why I can sometimes make calls and other times not?

Very surprising and sad that Public Mobile would make such a change without informing us whatsoever. Might you know if it's possible to keep it the way it was and avoid trying to fix a problem that doesn't exist? If not, does this mean that I've got to switch providers?

[computergeek541]

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@Hipdiver1 wrote:

I have a Samsung S10+, bought in Canada. How do I find out if my specific phone impacts its ability to make calls?

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The Samsung Galaxay S10+ cannot use VoLTE at Public Mobile.

[Hipdiver1]

I have a Samsung S10+, bought in Canada. How do I find out if my specific phone impacts its ability to make calls?

I am not in any of these areas you mention. I'm in NS. Does this mean my phone should not be affected? If that's the case, I'm still at an absolute loss as to why I periodically can't make calls.

Very confusing to me that it will sometimes make calls and other times not. Appears this has nothing to do with service/connection, as I've had this issue at home, where I've never had it until very recently.

Any other suggestions/assistance would be much appreciated, including how I can connect with a real person at Public Mobile.

Thanks so very much!

[hTideGnow · Accepted solution]

HI @Hipdiver1 

what phone do you have?

Not sure if that impact your voice calls

Telus is refarming all of their 850 to 10 MHz LTE B5 in their markets, mainly BC, AB, Windsor, Ottawa, GTA area Montreal, Quebec City.   Bell has not done this, so it won't affect area that has Bell networks which Telus/PM use

So, if your phone has only 850 Band 5 on the phone but lacks 1900 Mhz, if your phone were bought from another country, or an imported model, then you might be impacted
On the other hand,  if the phone has 1900 Mhz,  or it is a Canadian/US model,  it likely won't be impacted and won't see service degraded

https://www.publicmobile.ca/en/get-help/articles/850-turndown