making and recieving calls not working

[toropipipo]

Hi I recently started 4G 20GB plan for 90 days subscrption. I first purchased esim plan but it didn't work on my phone, so I got physical sim and customer support here activated my plan. 

The issue I am having is that I can't make a call or recive a call. SMS and Data works fine without a problem. I'm looking for a help.

What I have tried so far :

reatarting phone

airplane mood on and off

updating software

reseting network setting

put my sim to a different phone and put it back

-phone call worked when i put the public mobile sim on different phone, and also call worked when I put bell sim on my phone but when I put back public mobile sim on my phone, call didn't work

ill share the picture of service mode when I'm making a call

Thank you in advance. 

[sheytoon]

Winnipeg is a special market. If you don't have VoLTE, you must have 3G B2 (1900 MHz).

I'm guessing this is your issue.

[toropipipo]

hello thank you to everyone who has gave me a reply and trying to help fixing my issue. I just started talking with customer support so I'm still in the middile of figuring out the problem but I'll update my situation for future reference for somebody might get the same issue with me.

I went for trip to toronto last weekend and making / recieving call worked fine there. (I live in winnipeg) It is not a set thing yet but I am thinking my issue might has to do something with service coverage (although winnipeg is covered on PM site coverage map). When the thing are all set I'll write update here.

[sheytoon]

Your phone is not registered on IMS, which means VoLTE will not work.

Check if you have 3G coverage at the problematic location. You can do this by temporarily changing network mode to 3G only, or if that's not an option, choose 3G/GSM.

[hTideGnow]

HI @toropipipo 

mobile network is off, that does not look correct.  if your sim card active?

are you using physical sim card or eSIM?

if physical, try to pull it out and add it back, and press Reset All Networks

[toropipipo]

Yes, when I'm attempting a call on my phone with a public mobile sim. I was on a 4G/3G/GSM auto connect mode and tried out VoLTE on and off but I wasn't able to make a call. One thing I thought of it might relate is that when I go check my sim status it says 4G for mobile voice network type and mobile network says disconnected

 

. 

[Phil_Adelphus]

"Yes it is samsung galaxy s22 sc 51c"  So it's Japanese?

[toropipipo]

No, I got a new number on public mobile.

[toropipipo]

Yes it is samsung galaxy s22 sc 51c. I was on low power mode so I took it off and it seems it automatically turned my network mode to 5G/4G/3G/GSM from 4G/3G/GSM mode I was on before. I tried call mode on and off for using LTE but the call still didn't work so I message to a place you have suggested. Thank you. 

 

[JRod · Accepted solution]

@toropipipo 

Is the S22 SC-51 an overseas variant? I am curious if it lacks certain bands that Public Mobile needs?

Although you are able to connect to the network to get texts which you’d think would not work if your phone wasn’t capable of connecting to the bands PM uses. 

As this is a device issue I don’t know how much support we could give you beyond what you’ve already been suggested and tried. I’d like to recommend reaching out to support and asking to speak to some higher up agents and have them look on their end to see if they can tell what is preventing your specific device from making phone calls.

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

[Phil_Adelphus]

@sheytoon  "Do you have 3G disabled by any chance? If VoLTE isn't supported, you will need 3G for voice."

Am I right in thinking that the phone being in low power mode could have disabled 5G?  (Although just remembered this is a 4G plan anyway)

[sheytoon]

@toropipipo is that screenshot during a failed call attempt with PM SIM?

Do you have 3G disabled by any chance? If VoLTE isn't supported, you will need 3G for voice.

[Phil_Adelphus]

@toropipipo   Did you recently port your phone number from another provider?

[toropipipo]

Yeah I have tried it with a bell sim card on my phone and I was able to make a call. Only when my phone with public mobile sim doesnt seem to work for some reason. 

[toropipipo]

I'm Sorry I forgot to add my phone info... I'm using Galaxy s22 SC 51. I also feel it is device issue but I'm not sure what to do since I was able to make a call with bell sim card, which is my family's one, on my phone. 

[Phil_Adelphus]

@toropipipo   I think your phone is a Samsung and you have low power mode enabled from the screenshot?  Does disabling power saver mode  make any difference?   If not you can contact customer service by private message here and monitor your community inbox for a reply

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

[PMisterrible]

Welcome to the club. It cost me $160 and two months of my life with two phone lines that never did a single thing I wanted them to (difficult stuff like sending and receiving phone calls and texts to my teenagers) plus PM eventually just changed my phone numbers on me! Cause yeah, that's SOOOOO helpful. I'm pretty sure this is their business model:

1) charge you money

2)don't provide service

3)change your phone number so that you're locked out of your account and can't even cancel it.

4)charge you for another month of unusable "service"

5)refuse a refund because "there are no refunds on a prepaid service"

Have fun!

[HALIMACS]

@toropipipo 

can you try the other provider SIM card in your phone to see if your phone will then make calls with that other SIM card?

another more valid question would be has this device ever worked for making and receiving calls?

[JRod]

@toropipipo 

What kind of phone do you have?
Sounding like it’s a device issue since your calls worked fine with your PM sim in another device.