calls not coming through

[colleeng]

My phone worked fine for the past year with Public mobile on 3G but now I'm not receiving all my incoming calls from people who used to get through. 

[colleeng]

thanks  

[colleeng]

thanks

[DennyCrane]

Does it stay on LTE or 5G on the phone that works? That would mean your phone isn't on Public Mobile's VoLTE device comparability list, which means you are dependent on 3G signals to be able to make and receive phone calls. Also US roaming may not work for phone calls as they shut their 3G network down. It's possible Public Mobile is shifting resources from 3G to 4G/5G, which could mean degregation of 3G service. That's just guess though. 

What phone are you using?

EDIT: You could also see if your phone has a setting to enable VoLTE.

[colleeng]

It seem to drop from a LTE to an H

[DennyCrane]

If it works one phone and not another, I'd be curious to know if the working phone is using VoLTE and to he non-working phone isn't. Easiest way to determine this is to turn wifi off and see what network the phone connects to when making a phone call (LTE or 5G = VoLTE) or whether it drops to 3G (no VoLTE). I would test this on both phones, as this may help narrow the problem.

[Handy1]

@colleeng  So then it’s not a account issue it’s a device issue . Either a phone setting .or Did you by any chance have phone screen repaired .it’s possible the antenna  is not connected properly 

Adding now try sim back in your phone sometimes try sim in another phone can force it to re provision  itself and that’s all that’s needed @colleeng 

[colleeng]

tried the sim in another phone works fine

[softech]

@colleeng 

Did you check if your account status is active?  To avoid browser cache confusing,  please login My account using Incognito mode to confirm account status

If it shows On Hold (Suspended) , then it is a payment issue.  Click "Pay Now and Resume Services" to make a manual payment 

If it shows active,

• first try to reboot the phone
• If that does not work, change the Preferred network type or network mode to 3G only or WCDMA only and see if it works
• Try to click Reset All Networks and see if it helps
• and do you have another phone to test the PM sim ? just to make sure it is not a device problem.  Also, that can force a sim card re-provision and it could resolve the problem
• Also, try the phone in another area if possible, it could be just a local network outage
• You can also try to see if VoLTE works.  But first, what brand and model of phone you have?
  You can check the VoLTE compatibility here:  https://www.publicmobile.ca/en/on/get-help/articles/volte
  If you have a compatible one try to turn on VoLTE
  

  iPhone: Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                   Settings->Cellular->Cellular Data Options->Voice & Data, enable 4G or LTE there
  Pixel:  Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
                  Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there
  Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there

  Now, turn off Wifi first. Check if the phone status bar showing it is connected to 4G or LTE

  Then make some calls, see if the signal indicator shows LTE or drop back to H or 3G while you are on the calls.  If it stays with LTE, then yes, you are using VoLTE, and you can see if calls are any better.  

[Handy1]

@colleeng  Can try differ networks . Try 4G/LTE or 5G and se if it helps any .and text in different areas . Also is it possible for you to try SIM card in another phone and see if services improves