Western Canada Network Outage, August 19, 2024

[computergeek541]

For discussion about network issues in Western Canada that started on August 19, 2024, please continue the conversation in this thread.

[slusagm]

thanks @Katherine_Chow for confirming. I guess it is an issue on the West overall

[slusagm]

Look like it affects BC as well.

So, it is a problem on the West overall

[slusagm]

@Anita3 

yes, many have the problem today.   You are from Alberta or BC?

I have make a summary here
https://productioncommunity.publicmobile.ca/t5/Get-Support/Alberta-Voice-problem/m-p/1243328#M858105

I suggest you to open ticket with PM so they know you are affected

open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Anita3]

No not new account 

[Katherine_Chow]

I'm in Vancouver

[EB0]

@Anita3 

Is it a new account or ported number?

[Anita3]

I am having trouble making outgoing calls. is anyone else having this trouble. I need help 

[Mccor1]

The fix for us was to download a new e-sim. The oldest installation didn’t work and was causing all the issues.  

[slusagm]

yes, it is system wide issue for Alberta, are you in Alberta too?

https://productioncommunity.publicmobile.ca/t5/Get-Support/Alberta-Voice-problem/td-p/1243328

[Katherine_Chow]

I also cannot make or receive calls since this morning. Last night I was still able to do it. I'm able to receive text no problem.

[slusagm]

Surprised that after so many posts, PM has not made the formal announcement yet

According to Telus outage page, they have problem with Voice service in Alberta started at 5AM.  But the last update at 12:07PM just "Service technicians have been engaged, and investigation is ongoing."  So, basically no ETA

TELUS Service Status

Telus has changed it from Alberta only to Western Canada at 1:19PM

[slusagm]

@Jen53 

are you in the West, specifically in Alberta?  There is  outage in the West, in Alberta:

TELUS Service Status  Degradation of wireless voices services in Alberta 

Many said they cannot make calls, but they can receive calls and data and text both work

I think you should let PM knows, just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Jen53]

As of yesterday whenever I try to call anyone I get three beeps in a row and no connection what is happening!

[CS_Agent]

Hello there, and thanks for visiting our community forum.

The community is a great way of searching for answers and help from our customers, in case you are in the West, currently we are working as fast as we can to have the service back and running, we apologize for the inconvenience,  however if you still need assistance, and you have reached out through a private message, we kindly ask to keep an eye on your community inbox.

Our customer support team will get in touch as soon as possible.
Public Mobile Team.

[CS_Agent]

Hello there, and thanks for visiting our community forum.

The community is a great way of searching for answers and help from our customers, in case you are in the West, currently we are working as fast as we can to have the service back and running, we apologize for the inconvenience,  however if you still need assistance, and you have reached out through a private message, we kindly ask to keep an eye on your community inbox.

Our customer support team will get in touch as soon as possible.
Public Mobile Team.
 

[slusagm]

@amandatimm 

your issue is probably related with the system issue Telus currently has

Are you in the West, specifically in Alberta?  There is  outage in the West, in Alberta:

TELUS Service Status  Degradation of wireless voices services in Alberta 

Many said they cannot make calls, but they can receive calls and data and text both work

I think you should let PM knows, just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[amandatimm]

I had a normal SIM card but somehow deleted all the information while I was travelling so I bought a Public Mobile eSIM. Now I can get SMS, I can receive phone calls but I cannot make phone calls. What is happening?

[slusagm]

@MJ22 

are you in the West, specifically in Alberta?  There is  outage in the West, in Alberta:

TELUS Service Status  Degradation of wireless voices services in Alberta 

Many said they cannot make calls, but they can receive calls and data and text both work

I think you should let PM knows, just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[slusagm]

are you in the West, specifically in Alberta?

there is  outage in the West, in Alberta

TELUS Service Status

Degradation of wireless voices services in Alberta 

Many said they cannot make calls, but they can receive calls and data and text both work

I think you should let PM knows, just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[eddieO]

@MJ22 there seems to be an outage affecting western Canada. Hang tight as services should hopefully be restored soon.

check for outages here:

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

[MJ22]

Is everyone’s calling ability working ? 

[MJ22]

• My phone is currently not able to receive calls and I can’t make calls as well.

[slusagm]

@John89 

yes, outage in the west

TELUS Service Status

Degradation of wireless voices services in Alberta 

voice

[Dunkman]

@Boby_Desuza 

Update: looks like there is an outage in Western Canada. Several posts later this morning.  Hold tight and hopefully, it should be fixed soon. 

[John89]

Im from ontario but am in alberta right now

[slusagm]

which province you are in?

look like it is a some big problem today, many have the same problem.

please let PM aware of it.  Just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[John89]

Everything else on my phone works but if i try to make an put going call it drops before the first ring. I have full bars can get calls and have tried restarting my phone 

[hollyhowes]

Awesome! Thank you for sharing! This explains it. 

[Saffire0]

I just received this from PM...
"Thanks for reporting this! I have checked and there is a general outage in the western area so right now our support team is working to resolve this asap. We apologie for the situation and we`ll let you know as soon as we have an update!"

[Saffire0]

I just received the following so it may be the same for you...
"Thanks for reporting this! I have checked and there is a general outage in the western area so right now our support team is working to resolve this asap. We apologie for the situation and we`ll let you know as soon as we have an update!"