Unable to receive incoming calls, but get voicemails.

[Contrivance95]

My phone doesn't ring or show whenever someone calls me, everything immediately goes to voicemail. I send calls just fine. I can send and receive texts normally, and no data issues. This happened so suddenly, and I've been with public mobile for many years so it's been a head-scratcher.

I've reset the phone, turned airplane mode on and off again, changed the payment card on my account and I'm baffled. I have data to spare.

Any ways I can fix this?

[Contrivance95]

It is compatible 

[Contrivance95]

The funny thing is I've been through all of that. None of that really worked but then it suddenly started working (sort of). It seems that sometimes it works sometimes it doesn't. My best guess is a hardware issue with the sim card reader, but I'm not sure. Getting a repair shop to fix it is difficult, since noone has the parts

[slusagm]

It should work. 

And you said it starts getting call now?  If it has huccup again, try reboot phone and reset network settings. Or ask PM to re-provision the account for you

[Contrivance95]

My phone started getting calls, but now it's inconsistent. Sometimes my phone rings and other times it goes directly to voicemail so I have no clue what's going on

[Contrivance95]

As far as I know it should be compatible, it's a moto g 5g (2022)

[slusagm]

@Kikichris2 

can you confirm what phone do you have? 
did you check here if your phone is compatible and if VoLTE capable with PM network:

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

[SkeenaBlue]

I appreciate your advice.  Because I know Apple was going to drop support for my 6s plus in 2026 anyway, I ended up buying a refurbished 14 plus and am happy as can be. 🖖🏽

[SkeenaBlue]

I don’t know what phone you have, but I had an iPhone 6s Plus. Everything said it was compatible with VoLTE.

i did everything that was recommended to the OP on this thread. Immediately  after  I completed the “turn off your phone; remove SIM card…”   as advised, I got a response to my support request which also suggested the SIM card instructions . Then I think I asked for my account to be re-booted from the PM end. My phone worked within a couple of minutes.

not sure what was the actual fix.

Because my phone was nearing its end of support from Apple (in 2026) I decided to purchase a refurbished 14 Plus.

i wish I could provide a more definitive answer, but I can’t.

Have you followed the suggestions on this thread? I hope you have found the answer by now.

[computergeek541]

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@Kikichris2 wrote:

Same issue here. It's been happening for a while but is now occurring more frequently and is now happening to my husband too.  What is he resolution???

---

Over time, this issue will slowly get worse.  Unfortunately, the only resolution would be to purchase a new phone that can be used on VoLTE (if your current phone isn't already capable of that).

[Kikichris2]

Same issue here. It's been happening for a while but is now occurring more frequently and is now happening to my husband too.  What is he resolution???

[RavingRaven]

@SkeenaBlue 

Glad to hear your issue was resolved. Your problem may be related to the gradual loss of the 3G network used for voice calls at Public Mobile unless you have a VOLTE capable and whitelisted device. Most iPhones are acceptable but yours may be a little too old? (I could be wrong?!!) You will likely need to upgrade in the next year or so....

@Contrivance95 

Hopefully yours got resolved? I only mentioned "renewal" (payment every 30 days to continue services) and reprovisioning as this was an old glitch that used to happen here occasionally almost always right after your services renewed.

It happened once to my wife while I was hauling down in the US and I kept getting her voicemail. It was a slightly different trick back then to reprovision the sim card on your own without an agent's help but enormously relieving as wait times could sometimes be a couple of days or more for support requests.

[SkeenaBlue]

I don’t know what happened, but calls are now coming through.🤷🏻‍♀️

[SkeenaBlue]

I’m having the same issue.

I’ve gone through all settings; reset the network; restarted phone; turned airplane mode, DND & a bunch of other settings off & on.

iPhone 6s+
app is current

[Contrivance95]

I reset the network settings. It still does not go through

[Contrivance95]

I'm not sure what you mean by renewal as I'm an old customer, sadly I don't have access to another phone. 

[hTideGnow]

hi @Contrivance95 

check if any known outage in your area
https://www.telus.com/en/ab/outages

if not, it is time to ask PM support agent to have a look and refresh your account

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[Contrivance95]

My settings seem good to go. Call forwarding is off, do not disturb is off, airplane mode is off, network is connected and lastest update on the phone.

[RavingRaven]

@Contrivance95 

It's possible your sim card needs to be reprovisioned. Did this occur after renewal? 

You can try powering off your phone. Remove Sim card. If possible put it in another phone and make a phone call. Have someone call you. Does it work in the other phone? Then power off and put the sim card back in your phone and reboot.  Have someone call you. Fixed?

If that doesn't reprovision your Sim card you will need to contact customer support to do so on their end. That should resolve the issue 

[RavingRaven]

@Contrivance95 

Try toggling airplane mode on/off.  Maybe you have a bad connection?

[Contrivance95]

The do not disturb feature is off

[RavingRaven]

@Contrivance95 

Your compatible so check your phone settings as suggested by @will13am .

[Contrivance95]

I am in BC, and I have a Moto G 5G (2022).

[Contrivance95]

I did not just join, I've been with PM for years

[RavingRaven]

@slusagm 

"This happened so suddenly, and I've been with public mobile for many years so it's been a head-scratcher."

-OP

[will13am]

@Contrivance95 , it sounds like you might have accidentally enabled some sort of do not disturb feature on your phone.  Check your phone settings.  

[slusagm]

did you try Reset network settings?

[RavingRaven]

@Contrivance95 

Where are you located? Manitoba? Is your phone VOLTE compatible? What brand/model do you have. Slowly but surely customers with non-VoLTE compatible phones or phones not on Public Mobile's limited VOLTE whitelist will lose their voice services as Telus and other providers decommission the 3G network (that non-VOLTE customers use for calls).