Unable to make or receive calls

[TerryR]

We ( my family) are unable to make or receive calls. Anyone else with this issue? We are in good standing, paid up, with unlimited Cdn calling. We live in ON. Issue seems to be from today (July 12, 2022)

[TerryR]

Thanks so much!! 

[softech · Accepted solution]

@TerryR   Try to reseat the SIM card if you have not done so 

If still fails, I guess you need to open ticket with PM Support, they can confirm if there is any outage around

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 you there

[TerryR]

OK - thanks for clarifying the text issue. Definitely wifi, but still on our mobile ph number. (using a Samsung S7). 

I have checked, and all accounts are in good standing. 

[softech]

@TerryR   You can text, could be because you are just using iMessage or RCS on Wifi.  Those messaging system does not need an active mobile service as long as you have Wifi

Did you login to My Account and confirm the account status for both your account?  If you have not done so, please go check

[TerryR]

It doesn't show any outages in SW ON. 

My wife is in a different town, 30 mins away, and she is also unable to make calls. We can text each other, but no phone call ability. 

[BKNS27]

@TerryR 

You might want to check if there is an short Telus outage in your area:

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

With recent Rogers outage, I am not surprised that it create other issues in Canada.

We need more compensation for lower cell rates and not just the big 3 that Canadian are forced to go with.

[softech]

HI @TerryR   

You can check the Telus Outage map here:

https://www.telus.com/en/bc/outages

Since you and your daughter both have the issue, try to swap sim between the 2 phones and see if it works.  This could trigger a sim re-provision and could resolve the problem

[TerryR]

i have tried to make calls and have others call me. It has no dial tone or signal, no reception. My daughter is having the same issue. I have tried multiple (local ) locations. 

I have turned off the phone multiple times. It was unable for a while to find the PM network, but now has. I have no other devices to try SIM card on. 

[softech]

@TerryR   Could be just network issue in your area

And more than one phone with PM have the problem?

But you have login to My Account and confirmed your account status is Active?

if your account is Active, check your phone again.  What is the error message on the phone?  Error like "No network"?  "Sim not provisioned"?

Any signal bars?  

Did you try to reboot your phone

Did you try to reseat your sim? Power off the phone, take sim out for a minute and put it back and power up

Do you have another phone around?  try to put your PM sim there as well to test

And, if you can, go to test your phone in another area , different from where you are now, and see how it connects there instead.  This could confirm if it is a local issue