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Service suddenly not working after ~2 years

Rekehart
Great Neighbour / Super Voisin

As in the title, I've been with public for more than 2 years now with the same phone(Huawei P20) . A few days ago I lost network service, even though my payment was successful and my account status is still active. My phone still works.

 

I saw on the website that the distributor has changed, but the page to check if your phone is compatible is no longer available either.(just asks you to buy a sim card)

 

Restarting the phone/ airplane mode etc has not solved the issue.

9 REPLIES 9

hycm53
Mayor / Maire

@Rekehart wrote:

As in the title, I've been with public for more than 2 years now with the same phone(Huawei P20) . A few days ago I lost network service, even though my payment was successful and my account status is still active. My phone still works.

 

I saw on the website that the distributor has changed, but the page to check if your phone is compatible is no longer available either.(just asks you to buy a sim card)

 

Restarting the phone/ airplane mode etc has not solved the issue.


According this website information that if your phone was made for globe then has 2 frequency bands for 3G, but if it made for China then it has only one frequency band for 3G. This information doesn't mean your phone won't make a call or receive a call, but may has a problem for receiving signal. 

https://www.kimovil.com/en/frequency-checker/CA/huawei-p20-lite

 

thefonz22
Good Citizen / Bon Citoyen

I turned wifi off and still can't make calls. But can receive calls sometimes.Strange

Hi @thefonz22 can you make calls away from where you are now? could be network issue there or could be because of VoLTE.   

 

since you opened ticket , wait for agent to reset the account for you first

thefonz22
Good Citizen / Bon Citoyen

Pixel 6 user here. Suddenly unable to make or receive calls today. Mobile internet and texting works though. I have a support ticket going at the moment.

kletap
Great Neighbour / Super Voisin

I'm having the exact same issue. What has been going on with public mobile these days? 


@Rekehart wrote:

As in the title, I've been with public for more than 2 years now with the same phone(Huawei P20) . A few days ago I lost network service, even though my payment was successful and my account status is still active. My phone still works.

 

I saw on the website that the distributor has changed, but the page to check if your phone is compatible is no longer available either.(just asks you to buy a sim card)

 

Restarting the phone/ airplane mode etc has not solved the issue.


The method of SIM card distribution is unrelated to your service. Public Mobile is owned by the same company as when you stared your service here.  A phone that was compatible 2 years ago is still compatible today.  I would suggest check the status of  your IMEI at devicecheck.ca.

hTideGnow
Mayor / Maire

hi @Rekehart 

 

no operator change.  but maybe due to VoLTE opent ticket for help

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

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

 

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

 

 

BKNS27
Mayor / Maire

@Rekehart 

Check to see if there is an outage in your area. Check outage map:

https://istheservicedowncanada.com/status/telus/map 

 

If there are no outage, you need to contact a CS_Agent (Moderator) to look into the issue for you. It could be a problem o their end.

dabr
Mayor / Maire

@Rekehart    You said the phone works (calls/texts/data)?  Or not? 

 

The phone compatibility checker has never had a complete list of compatible devices, so you may not be able to glean much info from it anyhow.   As to the distributor, I believe that only refers to where PM SIM cards are being sold as the number of vendors have been reduced.

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