Troubleshooting Tips
Your phone will be out of service when you leave the Public Mobile coverage area. You will not be able to make or receive calls.
If you are out of the Public Mobile coverage area for an extended
period of time you can power off your phone to conserve battery power
(phones use extra battery power when searching for network service).
- If you're not able to receive phone calls, check the following:
- Is your phone turned on? Ensure that the phone is on and ready to
answer. We recommend you call your mobile number from another phone if
one is available.
- Ensure you are within a Public Mobile coverage area. Please see our coverage maps for details.
- Ensure your account is in good standing. If you service has been
suspended due to a missed payment when you place a call you will hear a
recording that says “Sorry your telephone service is suspended.”
- Is the ringer on the phone loud enough to be heard? Check that the phone is not set to vibrate or low ring volume.
- Check that the phone is not set to Call Forward. Call Forward can be turned off by entering *720 and then Send.
- Check to make sure the phone is not set to ‘auto answer’ (refer to user guide for details).
- Is the problem happening only when using a headset? If so, try without the headset.
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If you're unable to make outbound phone calls
- Ensure that you are dialling 10 digits (area code plus 7 digit number) when placing calls.
- Ensure you are within a Public Mobile coverage area.
- Ensure your account is in good standing. If you service has been
suspended due to a missed payment when you place a call you will hear a
recording that says “Sorry your telephone service is suspended.”
- If the call you are making is long distance dial 1 plus the 10
digital number. If you don’t dial 1, and the number is long distance,
you will hear a recording that says “You have not subscribed to long
distance”.
- Check if there is a problem with the number being dialled. Try dialling the same number from another mobile or landline phone.
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- If the problem is happening persistently with the hands free
headset it could be related to the headset. If you are using a Bluetooth
headset, ensure the headset is fully charged and not too far away from
the phone (low battery or weak Bluetooth signal will impact voice
quality).
- Low signal strength may be the cause. Check signal strength and
confirm if problem is happening in a fringe coverage area. Please see
our coverage maps for details.
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- Dropped calls can happen when moving into a low signal area or driving out of coverage. If the problem happens more frequently and in various different locations refer to tips below.
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Does the problem happen when using one of the following?
- Wired headset
- Bluethooth headset
- Hands-free Bluetooth car kit
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Try using your phone without the accessory.
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If the phone powers off when the call is dropped the battery may be loose. Check to make sure the battery is inserted properly.
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The following factors may drain the battery faster than normal;
- If you are traveling outside the coverage area your phone is always
actively looking for a network which uses battery power faster than when
in Public Mobile coverage. You may want to turn off your phone when out
of coverage.
- Using Bluetooth will use battery power. Also if Bluetooth on the
phone is turned on and you are connected to a device it will use more
battery power. You may want to turn Bluetooth off if not in use.
- Use of the MP3 player will drain the battery especially if played loudly.
- The more talk time you use the less standby time will be available.
- If the phone is left outside at subzero temperature, the battery
life is drastically reduced. Let the handset warm up to room temperature
and test again
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Ensure that you are fully charging the battery by keeping it in charge for at least 4 hours to make sure.
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- Ensure the volume is turned up (refer to phone user manual for instructions).
- If you are using the phone with a case, ensure it is not interfering with the speaker.
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- Access the Bluetooth Device interface from your phone. This can usually be found from the main menu or in the Settings Menu.
- Select the option to make the headset or device “discoverable”.
- Search to find a new compatible device on the phone.
- If Bluetooth power is set to off, you will be prompted to turn the power on. Select ‘Yes’ to enable Bluetooth.
- The device will appear in the Bluetooth Devices menu once it has been located. Highlight the desired device and press ‘Pair’.
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The phone will prompt you for the pass key. Enter the pass key and press OK.
- For all Bluetooth headsets the pass key 0000 (four zeros).
- If 0000 doesn’t work consult the Bluetooth device user manual.
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- Once paired, you will see the device listed in the Paired Device menu, and the Bluetooth icon will appear on the status.
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- Hold down the power button for 3-4 seconds.
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Ensure the batter is fully charged. Make sure;
- the charging indicator is on when plugged in
- charging adaptor is fully inserted into the phone
- outlet is working (try a different outlet).
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- Ensure the battery is sitting properly and securely in the phone.
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Ensure the batter is fully charged. Make sure;
- the charging indicator is on when plugged in
- charging adaptor is fully inserted into the phone
- outlet is working (try a different outlet).
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- Ensure ringer is turned on, or tuned up (consult phone user manual).
- If a headset is plugged into the phone unplug it and test again.
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If the problem still exists;
- To check for water damage remove the battery and look for a square
or circle with (or without) red lines. Water damage is indicated if the
area is pink or reddish.
- Contact us at 1-855-4PUBLIC or visit a Public Mobile store for further assistance.
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