Unable to make or receive voice calls

[Amy_Mao]

I'm a customer in the east of Toronto, and I've been using PM for more than 5 years. Recently, PM has become very unstable. About a week ago, my phone suddenly couldn't make or receive voice calls, but text and data were functioning normally. I searched online and found someone else complaining about the same issue. I guessed that it was a service failure on the PM side. The next day, the voice call function returned to normal. I thought PM should be able to prevent the same failure from happening again through that troubleshooting. However a week later, the same failure happened again since yesterday (Friday) afternoon, this time it was even worse. It has been two days (Friday and Saturday) and the voice call service has been totally interrupted for two days. I searched online and only saw outage news in some BC areas, and don't see any outage news in Toronto area. I asked a friend who also uses PM and her voice function is currently normal, so I am worried that this time the service failure is a smaller range, so that PM technical support team doesn't know about it at all.

I really want to know if other customers in the Toronto area have the same issue these days?

Any insights are appreciated. Thank you for your help in advance.

[SHEILAB1]

Hi Amy

Is this solved? I have the same issue in East Toronto. However north of hwy 7 it all works.

[slusagm]

@Amy_Mao what phone you have?

[Amy_Mao]

Thank you @slusagm , according to your hint, I did an experiment: I swapped my SIM card and my daughter's SIM card (other carrier) in the two phones. Then, both phones worked perfectly. Of course, the devices of young people are usually newer. This seems to prove that PM is eliminating the mobile devices of the elderly, and the pace of elimination is far ahead of other mobile carriers! Please be aware that not everyone likes the new and hates the old. Many durable and friendly devices make a lot of users reluctant to give up, if you are forced by the carrier to discard the device on hand, thus user experience is really unacceptable.

[ORNGNBLK]

@Amy_Mao My family is all with PM, from London to Mississauga along the lake, and no issues with voice calls for the last 6 months. That said, 6 months ago, my wife had issues with calls dropping etc. We knew the issue was only with her phone/service as no one else in the family experienced the same. She started a chat with a cs_agent and asked for a network reset from PM side. Took 2 minutes of her time, and no repeat problems at all since. Try getting PM to reset/refresh your network using this link 

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

[BKNS27]

@Amy_Mao 

Here is the outage map so check if there is one in your area.

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

[slusagm]

It feornd in your phone.  what phone do you have? You will have better call experience if you have a phone that is on PM's VoLTE whitelist:

https://www.publicmobile.ca/en/on/get-help/articles/volte