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Troubleshooting for Home Area - Thunder Bay and Corridor

You are receiving the Tbaytel mobility recording when you are placing calls

Possible Reasons:

• Your mobile number is not active - contact Tbaytel Mobility.
• You have gotten a new cellular phone and the ESN provided by the dealer is incorrect - contact the dealer that programmed your phone or Tbaytel Mobility.
• Your phone has been incorrectly programmed - contact the dealer that programmed your phone or Tbaytel Mobility.
• If you are trying to place a long distance call, your cellular number may be blocked for long distance calls - contact Tbaytel Mobility.
• Your mobile number has been suspended - contact Tbaytel Mobility.

You are not receiving calls but are able to place calls

Possible Reasons:

• Your mobile number is Call Forwarded to another number.
• There are no available channels to receive the calls.
• Your cellular phone is not powered on.
• You are in an area where the signal strength is low.
• All of the landline trunks are busy.

You are receiving a fast busy signal when attempting to place a call

Possible Reasons:

• The network is busy.
• The signal strength in the area that you are located in is too weak to allow the call to be placed.

You are receiving static, poor reception or the call dropped

Possible Reasons:

• You are located in the fringe coverage area. Signal is weak.
• The best cell site to take your call is busy, therefore, a less adequate cell site accepts the call.
• If you are moving while on a call and you reach the end of the coverage area for the cell site, the call will hand off to another cell site - if the second cell site is busy the call may drop.
• You may have faulty cellular equipment.
• Your antenna may not be fully extended on the cellular phone.
• You may be located in a valley or somewhere sheltered from the radio signals, such as in a building with no windows or in a basement.

You receive an intercept from another cellular carrier

Possible Reasons:

• Your phone is programmed to scan the incorrect system - it should be on 'B' only or if you are in the Nipigon, Fort Frances/Rainy River/Atikokan area, it should be set for 'HOME' only if functionality is available via the handset.
• If you are located in an area where it is possible to pick up the service of another carrier on the 'B' system, it is possible that Tbaytel Mobility does not have a roaming agreement with that specific carrier. Thus, you would not be able to place a call.

The roam indicator is showing on your phone while you are in your home service area

Possible Reasons:

• Your phone is programmed to scan the incorrect system - it should be on 'B' only or if you are in the Nipigon, Fort Frances/Rainy River/Atikokan area, it should be set for 'HOME' only if functionality is available via the handset.
• Your cellular phone has been programmed with the incorrect System Identification Number (SID) - contact your dealer, your phone needs to be reprogrammed.
• You are located in an area where the service from the U.S. is being picked up.

Note: If the "ROAM" indicator is showing on your phone and you place a call, you will be responsible for any roaming charges that may be billed to you.

Your phone is flashing "no service"

Possible Reasons:

• You have a hardware problem - for some reason your phone is not picking up the service contact your cellular dealer.
• There is a network problem - contact Tbaytel Mobility.
• You are located in an area that is not within cellular coverage.

If there seems to be a problem with the Tbaytel Mobility network (no logical reason for the problem to be occurring) you may complete a "Customer Trouble Report" or contact a Customer Care Representative at Tbaytel Mobility to have them complete it with you.

If you are completing the 'Customer Trouble Report' form yourself, please included the following:

• Date you are reporting the trouble
• Your cellular number
• Your name - the name the account is under
• A detailed explanation of the problem you are experiencing (i.e. dropped calls, extreme static, etc.)
• The date, time and frequency that the problem was experienced
• The exact location (street address if possible) where the trouble was experienced and the direction in which you were traveling
• Indicate if you were in a vehicle, on the street, in a building, stationary or moving
• Indicate which type of phone you have (i.e. mobile or portable)
• Indicate whether it's a digital or analog phone
• Indicate the make and model of your phone (i.e. Nokia 3285, etc.)

Please be very detailed in regards to the problem you are having and the area that you were in. The technicians need as much detail as possible to properly investigate a trouble report.

Once Tbaytel Mobility has received the completed "Trouble Report", it will be forwarded to the technical staff to investigate. Once a possible cause has been detected, a Tbaytel Mobility Customer Care Representative will contact you in regards to your Trouble Report. Trouble Reports can be faxed to 622-1900 or emailed to: service@tbaymobility.com

 

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