topic Re: 3 short beeps before every conversation and cut off at less than 1 minute!!! in Get Support

3 short beeps before every conversation and cut off at less than 1 minute!!!

dongfangcan94 — Tue, 04 Jan 2022 17:59:10 GMT

Background: see http://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Can-t-make-and-receive-phone-calls-and-texts-outrageous-service/m-p/64055

It seems that posting on this community forum is much better in terms of attracting serious attention from customer service, which I learned during the recent no-talk-no-text issue. So now I'm back, with an even weirder problem. Basically everything went wrong after the plan change back in July.

So, Public Mobile customer service "fixed" my previous issue and now I can make/receive phone calls and text and everything, except they did that by adding all 3 features, including another 6G data add-on on top of my existing plan, which looks weird but I'm totally fine with that. However, the PROBLEM now is that I can't talk on the phone for more than 1 minute and there is ALWAYS a 3-beep noise before we start to talk. This behaviour applies to voice mail as well. I've tried numerous different phones, and the problem is the same. I've posted some screenshots and videos to "prove" it.

Regarding this issue, again, I've been communicating with customer service via email back and forth for 2 weeks now. Still no solution. I've answered all technical questions they asked me, but just for your convenience, I will re-iterate them once again here:

1) It used to work just fine before, no beeps or cut-off whatsoever;

2) It started to behave like this after customer service added talk+text back;

3) There are 3 short-beeps before EVERY conversation starts, no matther I'm calling/receiving/accessing voicemail

4) No phone calls/voicemail access can last longer than 1 minute (you will see in the below screenshots)

5) Tested on other phones, EXACTLY same behaviour

6) The other end could be cell phone/landline/voicemail, EXACTLY same behaviour

7) Tested at other locations, Toronto/Markham/Richmond Hill, city and country, inside and outside, day and night, EXACTLY same behaviour

😎 Rebooted a variety of phones 10+ times, EXACTLY same behaviour

And here are some my wild guesses for why this is happening:

1) The phone number shown in "my account" used to 437-xxx-xxx, which was the initial assigned number when I signed up. But now it is showing 647-xxx-xxxx, which was the number I immediately ported to Public Mobile after I signed up. Of course, this shouldn't be a problem alone, but considering it used to show the old number and it worked fine then, I can't help but think this might have something to do with the problem;

2) Could it be that all my calls are actually going though "forwarding"? The beeps are really suspicious, it sounds that it goes through a switch or another line.

3) Customer service accidentially put some length limit on my talk?

4) My phone calls are all being recorded and that's why I'm hearing 3-short-beep?

You guys should call my phone and you will understand what I'm talking about.

Here are the most recent my phone call histories. You can see there is not a single call last more than 1 minute. Most of them cut off at anywhere between 45 seconds ~ 1 minute.

And, here is the video of auto cut-off at 45 seconds to 1 minute range. The other end is one of my phones and it didn't hang up. The conversation ended all of a sudden with no signs.

I'm seriously bothered by all these issues since July, dear customer service. Please do fix them for me? This is seriously affecting my daily life and I have to have it solved soon. Thanks.

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

srlawren — Fri, 19 Aug 2016 22:57:34 GMT

@Mary_M or @Shazia_K can you please investigate? This is very odd and not the experience I've had using PM and Telus's awesome network for over 13 years combined. There is something odd going on for @dongfangcan94 😞

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Luddite — Sat, 20 Aug 2016 00:38:31 GMT

@dongfangcan94 Sadly this is definitely the strangest behaviour I have seen in a year. 😢

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

Won't be surprised if your account needs to be recreated on a new SIM.

Last check would be a different activated PM SIM in your phone; and let us know the make/model of your phone in case someone has deeper knowledge of it.

Hang in there.

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Mary_M — Sat, 20 Aug 2016 13:42:42 GMT

Hey @dongfangcan94

Thank you for reaching out to us.

I'm sorry to hear about this - these behaviours do sound quite odd and we will look into it together.

To answer some of your questions,

1- It's normal for the new number to show on your account after porting; it shouldn't cause an issue with your calling features.

2- I've never really heard of forwarding, the call does go through a switch as it normally would in order to get across to the receivers line.

3- we are not able to add a length time on your talk features, it's simply impossible to do.

4- we do does record phone calls. IF they were, it would not be on our side (only the authorities would be able to do this)

Can you please send me your phone number by private message ? I'll start off by completely removing your plan and re-instating it in case you came across a glitch. Afterwards, depending on your device, we will try a soft reset/reset network settings.

Kindly provide me with your information and i'll look into for you. We will get this resolved.

Thank you,

Mary

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Rockdaddy22 — Sun, 21 Aug 2016 08:27:35 GMT

This is very strange, please update us when you get a resolution, good luck with everything.

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Forez — Thu, 29 Dec 2016 20:55:30 GMT

Did you manage to get this rectified?

I've been having this exact same problem for the last 2 weeks. Got in touch with a PM rep by email who's been helping me out, but we haven't been able to arrive at a solution. We ended our exchanges with him escalating this case to his support team. Hopefully they'll get back to me soon! I can't really make any calls like this.

Just curious if there's an easy fix or something I can say to a PM rep to expedite a fix!

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Shazia_K — Thu, 29 Dec 2016 21:03:49 GMT

Hello @Forez,

I'm sorry to hear about your ongoing issue,

Can you please send me a private message with your Public Mobile SIM card #, so that I can look into this for you.

Thanks,

Shazia

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Forez — Thu, 29 Dec 2016 21:56:07 GMT

Just a small update for anyone who might have an issue like this in the future - the issue was rectified for me in moments by @Shazia_K. Many, many thanks!

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Rockdaddy22 — Thu, 29 Dec 2016 22:42:19 GMT

Thanks for the update 🙂 Glad Shaz was able to help you.

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Kordaek — Fri, 06 Jan 2017 19:44:00 GMT

I'm having the exact same issue - calls end at about the 1 minute mark, and have 3 short beeps before every call.

PM sent - hoping that I can get a solution here.

Thanks!

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Shazia_K — Fri, 06 Jan 2017 19:47:15 GMT

Hello @Kordaek,

Sorry to hear about this,

This is the 2nd time i am replying to your private message but still no response 😞 do you know where to locate your private messages?

Thanks,

Shazia

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Shazia_K — Fri, 06 Jan 2017 19:53:26 GMT

Hey @Kordaek,

Than k you for responding!

Can you restart your phone now? try making a call and test it out.

I'm confident that it should be all good to go now 🙂

Thanks,

Shazia

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

srlawren — Fri, 06 Jan 2017 21:17:48 GMT

@Shazia_K to the rescue!

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Shazia_K — Fri, 06 Jan 2017 21:22:39 GMT

@srlawren, 😉

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Ginalee13 — Wed, 12 Jul 2017 23:32:51 GMT

Hi Mary,

I recently started having the same strange problem with the 3 beeps before my phone conversation but the call drops after 30-40 seconds.
Will you be able to help with this?

Thank you,
Gina

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Rockdaddy22 — Wed, 12 Jul 2017 23:51:32 GMT

Have you sent a private message to a mod about these issues?

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Mary_M — Thu, 13 Jul 2017 13:14:49 GMT

Hey @Ginalee13,

thank you for reaching out to us !

We have received your private message and will look into it shortly 🙂

Regards,.

Mary

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Pierre — Sun, 06 Aug 2017 16:36:31 GMT

Having the same issue since I switched from a Pionner Plan to a Voice and text only on 04/08/2017 for the next month... Hopefully Shazia_K or another Mod can solve my issue...

PM sent ...

Thanks!

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

Pierre — Sun, 06 Aug 2017 17:56:38 GMT

Bingo! Thanks to MarieHelene_L for a weeping fast answer.... Case resolved...

Re: 3 short beeps before every conversation and cut off at less than 1 minute!!!

srlawren — Sun, 06 Aug 2017 19:00:29 GMT

@Pierre did you send the moderator team a private message?