Why is only 3G working on my phone

[March202000]

Not sure what’s going on but my self and my son both have same plans and both run iPhones and we BOTH are having same problem.and my other son has a different plan and using a iPhone and his lte works.and I will add all phones are beside each other on table all public mobile and 1 will show lte and other2 are 3G.also all phones set on lte 

[computergeek541]

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@samk10 wrote:

on the $39/80gb plan so 5g should work. 

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The plan that you're on makes no difference.  All Public Mobile plans give access to the same networks.

[hTideGnow]

hi @March202000 you can try your sim card on another phone and it will refresh your account too

but if that does not help, an account reset by agent will be needed then 

[March202000]

Network reset didn’t work.so I have to wait for my ticket to get answered to do a service reset?

[hTideGnow]

hi @samk10 

there is no active outage in NB:

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

So, you need support to refresh your account 

[samk10]

Area is northeastern New Brunswick and I don’t have 5g on my phone but I do on an iPad so I’m trying that currently. 

on the $39/80gb plan so 5g should work. 

[hTideGnow]

hi @samk10 what area? and you tried 5G?

if same, ask support to fresh the account 

[samk10]

Spoke too soon. Just lost signal and it came back as 3G again. 

[hTideGnow]

hi @March202000 

Open Settings

Select GeneralSelect Transfer or Reset [Device]

Select ResetSelect Reset Network Settings

Enter your passcode if prompted

Select Reset Network Settings to confirm

[March202000]

I phone 12 mini

[samk10]

Settings > General > Transfer or Reset iPhone >Reset > Reset Network Settings

Edit: that’s on iOS18 and it might look a little different if you’re on a lower OS. 

[hTideGnow]

hi @March202000 

depends on the phone, what phone you have?

[March202000]

How do I do that?

[samk10]

A network reset fixed it. 

[hTideGnow]

HI @samk10 

ask support to refresh your account and it should resolve

or another possible fix is to Reset your phone.

[samk10]

Having the same issue with an iPhone SE2. 

[hTideGnow]

hi @March202000 

so, you tried changing network mode to 4G or LTE? and no luck?

did you try switch the sim card to another phone?

if same, ask PM support to check.  please submit a ticket with CS Agent using this Chatbot link:  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 by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

[March202000]

Tried all of that I am using a iPhone and my son has a iPhone also with same plan and his LTE is not working also,but my other son has a different plan and a iPhone and his is working!

[Handy1]

@March202000  Have you tried to reboot the device ? Or try SIM card in another phone ? Can also try reseting network settings also see if the helps 

[hTideGnow]

hi @March202000 

what phone do you have?