Service basically not working

[mihirmalavia]

Calls are going straight to voicemail or failing. Others are unable to call me. Calls, if they go through, seem to take upwards of 20 secs to connect. My mom, dad and I switched to Public Mobile at the same time and now all three of us are currently experiencing this problem. Tried everything:

- reset network

- turn on/off airplane mode

- removed SIM card and reseated it

- Manually selected the Public Mobile service

- Checked to make sure my phone isn't set to 'Do not disturb'

Nothing seems to be working...

[mihirmalavia]

Not sure if I would mark this as a solution. I've tried everything that was suggested in this thread but calls still seemed to be going to voicemail or failing if I tried to make it. Unfortunately I've had to switch service providers. Appreciate all the help on this thread!

[Nezgar]

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@mihirmalavia wrote:

Outgoing and incoming calls were never a problem before. Only the last few months I started to notice these issues. Calls dropping, choppy calls where either I or the person I'm calling has hard time hearing my, calls going straight to voicemail. And no, I've never ported my calls or anything of the sort

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With public mobile while SMS, MMS and data can use LTE, voice calls must still use the 3G network (aka HSPA/WCDMA), It's possible that as time goes on that more and more of the 3G spectrum is being reallocated to LTE & 5G so 3G coverage will slowly decline over time. I see your screenshot only shows 2 of 4 bars for signal strength, but I am unsure if your phone was in 3G or LTE mode at that moment. In the worst case, there are some known areas in ON and NL that have ONLY LTE service, and no 3G, so while SMS/MMS/data works, all calls fail with Public Mobile. VoLTE support would solve this issue so that calls can happen over LTE, but it is currently not supported by Public Mobile. There are hints that VoLTE support may come by the end of 2022, but nothing official at this time...

When you make a call, or receive a call, the phone must quickly switch networks from LTE to 3G, and if the 3G signal is weak or too busy with other calls it may not happen quick enough and the incoming call will divert to voicemail, or as you observed an outgoing call will take a long time to setup.

As a troubleshooting step, you can try to disable LTE and force 3G mode so that the phone doesn't have to do the network switching between LTE and 3G to receive or make a call.

Also test your service in different areas and/or outside, and note where your local Telus cell towers are and see if you have better luck while closer to those towers. Here is a map that shows where they are:

https://www.ertyu.org/steven_nikkel/cancellsites.html

[mihirmalavia]

Will do! Appreciate all the help so far. Thanks!

[hTideGnow]

HI @mihirmalavia   cool.  Hope they can get to the bottom of it.  Please update us

[mihirmalavia]

Ah sorry! Yes I submitted a ticket and the public mobile chat person got in touch with me and contacted the tech department to look into it after we went through some questions

[hTideGnow]

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@mihirmalavia wrote:

Thanks! I just had a live chat with a Public Mobile employee and they put in a ticket for me

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HI @mihirmalavia   they put in a ticket for you???

which link you use to start the live chat? or you meant you opened a ticket and they send you the live chat link?

[dust2dust]

You don't need to be. I just wonder if your phone has it set on. It's just a maybe.

[mihirmalavia]

@dust2dustnot familiar with volte?

[dust2dust]

Hmm...what if...do you have the volte toggled on?

[mihirmalavia]

@dust2dust 

[dust2dust]

What succeeds? I was looking for the response from that code to say something like Voice: Not forwarded.

[mihirmalavia]

Thanks! I just had a live chat with a Public Mobile employee and they put in a ticket for me

[hTideGnow]

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@mihirmalavia wrote:

Outgoing and incoming calls were never a problem before. Only the last few months I started to notice these issues. Calls dropping, choppy calls where either I or the person I'm calling has hard time hearing my, calls going straight to voicemail. And no, I've never ported my calls or anything of the sort

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HI@mihirmalavia   Try to open ticket with CS Agent, they can reprovision your account/sim and it solves connection issue sometimes

 at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[mihirmalavia]

@dust2dustTried it and everything had failed earlier but looks like it all succeeds now..

[mihirmalavia]

Outgoing and incoming calls were never a problem before. Only the last few months I started to notice these issues. Calls dropping, choppy calls where either I or the person I'm calling has hard time hearing my, calls going straight to voicemail. And no, I've never ported my calls or anything of the sort

[dust2dust]

See what you get if you dial *#21#.

[hTideGnow]

HI @mihirmalavia   iPhone are solid phone, so can't blame on the phone then  🙂

Just want to confirm if you are sure the calls go to PM voicemail?   You ever able to receive incoming calls?  Some people have number ported into PM but not complete the process, so, incoming calls were in fact still going to the old provider (or the voicemail of the old provider)

Just to be sure you didn't have porting or if you have, the port was certainly completed?

[mihirmalavia]

@hTideGnowChanging it to 3G seems to have helped a little. In terms of making calls, they seem to connect a but better but I do end up waiting a good 10 - 15 seconds before it connects. However receiving calls is still not working. Goes straight to voicemail almost every time from different people

[mihirmalavia]

All iPhones. One iPhone SE, iPhone 13 and iphone 11

[hTideGnow]

HI @mihirmalavia  What kind of phone do you and your family have?

iPhone?  or if Anroid, what exact model?

And does it help if you change it to 3G Only?

[mihirmalavia]

Currently I'm located in Nepean, Ottawa but my permanent address is downtown Toronto. I was still experiencing the same issues in Toronto but now in Ottawa it seems to be worse

[hTideGnow]

HI @mihirmalavia   which area you are at?  Just want to check if it is a signal issue

But also, is your Mobile Data working?

Did you try your service in another area from where you are testing now?

[dabr]

@mihirmalavia   You can also try putting the SIM into another unlocked phone and reboot and back to your phone and reboot. 

When did you activate the PM accounts and did you all transfer your numbers from another carrier?  Did you receive and respond to the transfer text with a YES within 90 minutes from the other carrier?

[Anonymous]

@mihirmalavia- Did this ever work properly?

[RossN · Accepted solution]

@mihirmalavia Hello try manually connecting to 3g that should help I would contact a customer service agent to make them aware 

1.  you can open a ticket through Simon here https://publicmobile.ca/chatbot.

2. alternatively you can private message them here

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

check your community envelope for a reply