topic Re: Dropped Calls in Get Support

Dropped Calls

dmbcanada — Wed, 05 Jan 2022 11:50:44 GMT

My wife and I are having issues with our service. We have both been on calls the last few days that have been over an hour and our calls are being disconnected automatically. In my call I called back the other party and they were unable to hear me. Really frustrating since my wife was on hold with her financial institution for an hour and when it was her turn her call ended.

Re: Dropped Calls

NDesai — Wed, 04 Sep 2019 01:20:53 GMT

@dmbcanada Normally, calls are dropped near the 2 hours mark i believe. I suggest you to gather as much info as you can to make a case for this issue so you can report to them. Be sure to test it on a different device to eliminate any device issue.

Re: Dropped Calls

Obice — Wed, 04 Sep 2019 02:06:31 GMT

@NDesai wrote:
@dmbcanada Normally, calls are dropped near the 2 hours mark i believe. I suggest you to gather as much info as you can to make a case for this issue so you can report to them. Be sure to test it on a different device to eliminate any device issue.

Hmmm... Why are calls being dropped at all? People got calls to make and some are likely lengthy.

I was actually on the phone a few nights ago for about an hour with a friend and the call dropped, since my friend was using Fongo I assumed that it might have been on his end since I know Fongo to also drop calls around the 1 hour mark.

I know your not a mod, you're a customer, so my irritance is not with you it is with the service. I don't tend to make calls very much and when I do they also tend to be less than 5 minutes - 10 if super lucky. However, I can understand that for others they make lengthy calls and it's not very suitable to pay for a service that drops calls - especially when its the service's duty to be able to do that very function.

(Dropped calls occur on cellular technology, no doubt, but it should not be a consistant or on-going thing...)

It's kinda disappointing to think that maybe the service is shotty given what customers pay.

Re: Dropped Calls

cavemantoronto — Wed, 04 Sep 2019 02:29:45 GMT

@Obice wrote:
@NDesai wrote:
@dmbcanada Normally, calls are dropped near the 2 hours mark i believe. I suggest you to gather as much info as you can to make a case for this issue so you can report to them. Be sure to test it on a different device to eliminate any device issue.
Hmmm... Why are calls being dropped at all? People got calls to make and some are likely lengthy.

I was actually on the phone a few nights ago for about an hour with a friend and the call dropped, since my friend was using Fongo I assumed that it might have been on his end since I know Fongo to also drop calls around the 1 hour mark.

I know your not a mod, you're a customer, so my irritance is not with you it is with the service. I don't tend to make calls very much and when I do they also tend to be less than 5 minutes - 10 if super lucky. However, I can understand that for others they make lengthy calls and it's not very suitable to pay for a service that drops calls - especially when its the service's duty to be able to do that very function.

(Dropped calls occur on cellular technology, no doubt, but it should not be a consistant or on-going thing...)

It's kinda disappointing to think that maybe the service is shotty given what customers pay.

Some carriers do call limits per calls for unlimited calling plans. They say it's because unlimited doesn't mean 24/7.

Re: Dropped Calls

cavemantoronto — Wed, 04 Sep 2019 02:42:43 GMT

@Obice wrote:
Sounds like B.S. to me. 2 hours is a far cry from 24 hours, and 1 hour most certainly is also.

Suppose someone in on a call with the CRA, their internet/TV provider, or some other person or organization that requires a subscriber to be on the line for several hours because maybe they are on hold? In fact, prime example, credit card companies love putting you on hold... You would most certainly need more than an hour to talk to your credit card company especially if later in the day when most folks are home.

I can understand if someone was on the phone for 4-6 hours or even longer... but really? Who does that? I can't imagine the majority do. If you pay for something, you should get exactly what you pay.

Freedom does it at 2 hours for everyone.

Re: Dropped Calls

Obice — Wed, 04 Sep 2019 02:56:31 GMT

@cavemantoronto wrote:
@Obice wrote:
Sounds like B.S. to me. 2 hours is a far cry from 24 hours, and 1 hour most certainly is also.

Suppose someone in on a call with the CRA, their internet/TV provider, or some other person or organization that requires a subscriber to be on the line for several hours because maybe they are on hold? In fact, prime example, credit card companies love putting you on hold... You would most certainly need more than an hour to talk to your credit card company especially if later in the day when most folks are home.

I can understand if someone was on the phone for 4-6 hours or even longer... but really? Who does that? I can't imagine the majority do. If you pay for something, you should get exactly what you pay.
Freedom does it at 2 hours for everyone.

(SIGH)

Re: Dropped Calls

dmbcanada — Wed, 04 Sep 2019 13:48:30 GMT

@NDesai thanks I have contacted the mods about this. Has been happening since Sunday on both my wife's phone and mine, could be tower overload since the university students are back in town.

Re: Dropped Calls

casualcat — Fri, 06 Sep 2019 01:09:33 GMT

I've had the same problem with my calls dropping, and alot of the time its when i call the person first. Maybe have them call you and see if that makes a difference?

Re: Dropped Calls

Obice — Fri, 06 Sep 2019 13:45:08 GMT

@casualcat wrote:
I've had the same problem with my calls dropping, and alot of the time its when i call the person first. Maybe have them call you and see if that makes a difference?

It hasn't for me. I had someone call me a few nights ago and it dropped after an hour.

Re: Dropped Calls

mh1983 — Fri, 06 Sep 2019 13:54:01 GMT

@casualcat wrote:
I've had the same problem with my calls dropping, and alot of the time its when i call the person first. Maybe have them call you and see if that makes a difference?

I've had incoming and outgoing calls drop. So has my wife. As recently as yesterday, an outgoing call dropped at the 9 minute mark (!!!). Most dropped calls are 50+ minutes, though. Still, not acceptable.

This is a network side issue. Finally got engineering to escalate my case and apparently there's a fix in the works with no ETA. At least no one's suggesting it's something I'm doing now. Yay.

Re: Dropped Calls

Obice — Fri, 06 Sep 2019 14:07:26 GMT

@mh1983 wrote:
@casualcat wrote:
I've had the same problem with my calls dropping, and alot of the time its when i call the person first. Maybe have them call you and see if that makes a difference?
I've had incoming and outgoing calls drop. So has my wife. As recently as yesterday, an outgoing call dropped at the 9 minute mark (!!!). Most dropped calls are 50+ minutes, though. Still, not acceptable.

This is a network side issue. Finally got engineering to escalate my case and apparently there's a fix in the works with no ETA. At least no one's suggesting it's something I'm doing now. Yay.

I'm really wondering if this issue is the result of Public Mobile being a virtual mobile network... I've found in my experience using "virtual" things are not very reliable.

Bell and Virgin aren't virtual, nor is Rogers and Fido or Telus and Koodo... BUT third tiers like Public, Lucky and Chatr are virtual... My guess is to help keep costs down. I noticed that Lucky has customer service over the phone which is shocking although when I had Lucky briefly I did get an Indian so it's not like Bell is digging too deep for your experience.

Re: Dropped Calls

mh1983 — Fri, 06 Sep 2019 14:16:27 GMT

@dmbcanada wrote:
@NDesai thanks I have contacted the mods about this. Has been happening since Sunday on both my wife's phone and mine, could be tower overload since the university students are back in town.

Thank you for contacting the mods. I think they need to know, even if call drops aren't consistent nor intermittent, that there's something going on and it's more widespread than a few isolated cases. The more of us that speak up, the better.

Re: Dropped Calls

dmbcanada — Fri, 06 Sep 2019 15:53:01 GMT

A technician actually called me yesterday and they are looking into it, however it won't be a quick fix. All I know is that it is not our phones, accounts or towers. It might be a limitation on call length, but people are having same issue with calls under 1 hour.

Re: Dropped Calls

Obice — Fri, 06 Sep 2019 16:10:05 GMT

@dmbcanada wrote:
A technician actually called me yesterday and they are looking into it, however it won't be a quick fix. All I know is that it is not our phones, accounts or towers. It might be a limitation on call length, but people are having same issue with calls under 1 hour.

I hope that it's resolved soon. I feel for those whom have calls to make/take that might be lengthy and... well, can't.

Re: Dropped Calls

JulietRomeo — Thu, 26 Sep 2019 19:34:47 GMT

We have two cell phone lines with PM. On mine, I get call dropped around te one hour mark, the other lines occasionally drops on 15 minute mark. For me, the one hour disconnect has happend on locally dialed calls and toll free calls. For the 15 minute disconnect this seems to happen to calls placed out of the province.

Were you able to get a resolution eventually? I am wondering if I should raise this as a separate/new issue.

Re: Dropped Calls

fanta_san — Fri, 27 Sep 2019 19:42:44 GMT

I'm also experiencing dropped calls.

Problem is I was calling the bank! =(

I am in Vancouver, and just started using PM.

I will switch if this doesn't change.

I haven't had any problems with data.

Re: Dropped Calls

ovranch — Fri, 27 Sep 2019 19:53:25 GMT

I’m in Ontario and experiencing the same issue on both our phones. Mentioned this about 3 weeks ago with monterator. Still having issues the last 3 days

Re: Dropped Calls

Cao — Fri, 27 Sep 2019 23:10:16 GMT

Is Lucky Canadian carrier ??

Re: Dropped Calls

GinYVR — Fri, 27 Sep 2019 23:15:39 GMT

@CaoYes they are.. they are the lowest tier of service from Bell.. a lot like Public Mobile is with Telus.

Re: Dropped Calls

babinni — Tue, 29 Oct 2019 23:06:46 GMT

I suspect we’ve all landed here for the same reason. Dropped calls. I’m in Ontario and have just 2 or3 ppl I speak with for extended periods. One dropped call is inconvenient but today I had 9!!! To the same caller. Apparently an hour+ is cumulative - it doesn’t reset when you call back is my guess. It just keeps repeating. Then I got “no service” message for an additional hour. This is embarrassing. And of course after I bought a $500 signal booster to compensate for the sketchy signal. Despite that I was happy with PB. Now I regret enlisting friends. I’ll be looking elsewhere. A cheap rate is just a false economy if there’s inadequate service.