Unable to accept or make calls

[Carlene1]

My whole family is with public mobile, none of us can make or receive phone calls, we are getting different error messages, mine will say I can’t call the US, we are all in Canada, and trying to Call Canada, we all have current active plans with unlimited Calling to Canada, my sons said, cannot complete the call as dialed, but it is being dialed correctly? Anyone else having these types of issues? 

[LitlLdy]

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@Carlene1 wrote:

My whole family is with public mobile, none of us can make or receive phone calls, we are getting different error messages, mine will say I can’t call the US, we are all in Canada, and trying to Call Canada, we all have current active plans with unlimited Calling to Canada, my sons said, cannot complete the call as dialed, but it is being dialed correctly? Anyone else having these types of issues? 

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@Carlene1 , that was happening to me also! I kept getting error messages saying I didn’t have a US roaming add on & I also couldn’t receive calls! People calling me would hear error messages! It made no sense due to the fact I was in the same place “Home” sick for 2 weeks in Canada no where near the US border! I haven’t been to the US in about 9 years. I reset my network settings, rebooted my phone, turned off my phone & removed my SIM card for 20 minutes, switched my network to Public Mobile manually, set my phone to 3G instead of LTE. None of that fixed it! I had to submit a support ticket to get a CSA from Tech Support to fix it! It was very odd! So, if none of that works for you either please submit a support ticket for each one in your family & let us know how it goes.

[softech · Accepted solution]

@Carlene1   Yes, look like is an issue on PM side. 

With can't call US, that is a gltich that has been happening to some users this week, but this is certainly something they can fix quickly

Please open ticket with PM Support :

1. Please open ticket via Chatbot (requires access to My Account): click this  Chatbot Ticket Link 

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

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

[Dunkman]

@Carlene1 

Somebody just posted about talk issues with their account.  

I just tried my phone and it is working.

There have been intermittent issues with talk due to VoLTE roll out.  Hopefully, not another talk outage like a few weeks ago. 

Here is my advice from previous post:

What about text and data?

A few basic troubleshooting advice:

Reboot phone

Toggle airplane mode on, then off. 

Network reset of phone.

Try to manually select your network to 3G, instead of Auto/LTE

Try your PM Sim card in another phone.  This helps determine whether hardware versus PM service problem. 

[HALIMACS]

@Carlene1 

This has been reported by others.

Definitely bring your concerns to the customer support agents.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 

2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.