Unable call and receive calls

[STag]

@CS_Agent

[softech]

@hairbag1 iPhone se 2022 is on PM's compatible list for sure. It worked in T-Mobile so your account is permissioned.  I think you can ask support to refresh the account and see if it fixes the issue

[STag]

Network only work when network setting is automatic (the signal is low), when 3G more bars but data or message services do not works.

Thanks

[BKNS27]

@STag 

Try rebooting your phone by powering off then back on and reset the network on your Samsung.

[STag]

When I changed the network to 3G only, now I have signals but itnlooks databisnnot working and when j trying to call it shows not register in network. My mobile is Samsung.

Thanks

[hairbag1]

@softech 

iPhone SE 2022

[softech]

@hairbag1 what phone do you have again?

[hairbag1]

@softech 

last weekend, went to USA and had the Roaming add-on. While in US it actually displayed Volte on the phone.

In Canada, volte is supposed to be enabled , but mine only shows LTE, 4G and 5G...no Volte. My calls don't drop to 3G...can we be certain that volte is active in that case...even though not displayed as such ?

[hTideGnow]

Hi @STag 

Mobile data works? or can the phone connect to PM network?

you sure your account is active?

you can also submit ticket with CS agent :

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

[Priority]

Did you just bring your number over from another provider, or did you get a Brand new number?

Are you an existing customer, or did you just activate today?

[Meow]

Need way more info for any help to be provided.

Did you port your number recently? When? Did PM service Ever worked for you? Is your account active, etc. etc. etc.

[softech]

@STag 

You can engage support by direct message them here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

But did you check if your account status is active?  To avoid browser cache confusing,  please login My account using Incognito mode to confirm account status

If it shows On Hold (Suspended) , then it is a payment issue.  Click "Pay Now and Resume Services" to make a manual payment 

If it shows active,

• first try to reboot the phone
• If that does not work, change the Preferred network type or network mode to 3G only or WCDMA only and see if it works
• Try to click Reset All Networks and see if it helps
• and do you have another phone to test the PM sim ? just to make sure it is not a device problem.  Also, that can force a sim card re-provision and it could resolve the problem
• Also, try the phone in another area if possible, it could be just a local network outage
• You can also try to see if VoLTE works.  But first, what brand and model of phone you have?
  You can check the VoLTE compatibility here:  https://www.publicmobile.ca/en/on/get-help/articles/volte
  If you have a compatible one try to turn on VoLTE
  

  iPhone: Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                   Settings->Cellular->Cellular Data Options->Voice & Data, enable 4G or LTE there
  Pixel:  Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                  Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there
  Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there

  Now, turn off Wifi first. Check if the phone status bar showing it is connected to 4G or LTE

  Then make some calls, see if the signal indicator shows LTE or drop back to H or 3G while you are on the calls.  If it stays with LTE, then yes, you are using VoLTE, and you can see if calls are any better.