topic Re: Phone Calls Cutting Out in Get Support

Phone Calls Cutting Out

szaman — Wed, 05 Jan 2022 14:26:08 GMT

I am travelling in the states (North and South Carolina) but incoming and outgoing calls keep cutting out after 10-15 seconds. The add ons I have are listed below and I have no problems with the data portion of the add ons.

200 min US and Canada Long Distance

500 min Canada-Wide Long Distance
US Roaming - 250 MB Data (10-day)
US Roaming - Unlimited Talk (10-day)
US Roaming - Unlimited Talk (10-day)
US Roaming - Unlimited Text (10-day)

Thanks and everything is still current within the 10 days and I have no idea why unlimited USA roaming talk is listed twice

Re: Phone Calls Cutting Out

hairbag1 — Mon, 10 Feb 2020 05:06:01 GMT

Try to manually select either of AT&T or T-mobile..whichever works best where you're at.

Re: Phone Calls Cutting Out

computergeek541 — Mon, 10 Feb 2020 05:11:02 GMT

@szaman wrote:

I am travelling in the states (North and South Carolina) but incoming and outgoing calls keep cutting out after 10-15 seconds. The add ons I have are listed below and I have no problems with the data portion of the add ons.

200 min US and Canada Long Distance
500 min Canada-Wide Long Distance
US Roaming - 250 MB Data (10-day)
US Roaming - Unlimited Talk (10-day)
US Roaming - Unlimited Talk (10-day)
US Roaming - Unlimited Text (10-day)
Thanks and everything is still current within the 10 days and I have no idea why unlimited USA roaming talk is listed twice

Dropped calls can be because of the network quality/signal strength.

By any chance do you have more than one of the same roaming add-on in your acccount? I believe that I've read before that if someone does that (not sure if the system allows you do it), that the dropped call issue could be the result.

Re: Phone Calls Cutting Out

ShawnC13 — Mon, 10 Feb 2020 05:11:06 GMT

@szaman wrote:

I am travelling in the states (North and South Carolina) but incoming and outgoing calls keep cutting out after 10-15 seconds. The add ons I have are listed below and I have no problems with the data portion of the add ons.

200 min US and Canada Long Distance
500 min Canada-Wide Long Distance
US Roaming - 250 MB Data (10-day)
US Roaming - Unlimited Talk (10-day)
US Roaming - Unlimited Talk (10-day)
US Roaming - Unlimited Text (10-day)
Thanks and everything is still current within the 10 days and I have no idea why unlimited USA roaming talk is listed twice

I am wondering if the listing of the two talk add-ons is causing some sort of conflict. I would contact the moderators using the ? in the bottom right-hand corner and see if it is possible to remove one of the add-ons and see if that clears things up.

Re: Phone Calls Cutting Out

hairbag1 — Mon, 10 Feb 2020 05:12:11 GMT

Looks like you somehow double purchased the talk add on. That could be why i's glitchy. You'll have to click the ? in lower right side of page to start process of moderator assistance. Type "contact moderator" and follow directions.

Re: Phone Calls Cutting Out

geopublic — Mon, 10 Feb 2020 05:20:00 GMT

@szaman Definitely a result of having multiple US roaming talk add-ons active at the same time. Only the moderator can fix this so as others have mentioned you need to submit a ticket for help.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking the icon below:

If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team

Re: Phone Calls Cutting Out

hairbag1 — Mon, 10 Feb 2020 15:07:51 GMT

@szaman

Here's a portion of a message that the moderators mistakenly sent to me...

...I have checked your account and definitely there are 2 add-ons that were added the same date, However, this is not considered as the main reason for calls cutting out. According to the IT department, it is related to the poor signal. I strongly recommend you to switch networks selecting whichever works better where you're at. It might be any of these works better like Verizon, AT&T, Spring, T-mobile or any other one that your phone recognizes as stronger.

Re: Phone Calls Cutting Out

Anonymous — Mon, 10 Feb 2020 15:43:57 GMT

Oh dear. See this is why I keep salt around when I see things from the mods.

So this mod is saying we can roam on those other networks. Yeah I don't think so.

Re: Phone Calls Cutting Out

hairbag1 — Mon, 10 Feb 2020 16:02:32 GMT

@Anonymous...not so sure that the un-named moderator got it right this time.

Re: Phone Calls Cutting Out

Anonymous — Mon, 10 Feb 2020 16:13:40 GMT

@hairbag1 wrote:
@Anonymous...not so sure that the un-named moderator got it right this time.

Exactly. That's what I said.

Re: Phone Calls Cutting Out

srlawren — Tue, 11 Feb 2020 01:18:20 GMT

@hairbag1 wrote:
@Anonymous...not so sure that the un-named moderator got it right this time.

@hairbag1 @Anonymous they most certainly did not. Wow, that's absolutely brutal. A) it's a known issue when you have >1 US Roaming Talk add-ons active at once, and B) no you CANNOT* roam on Verizon or "Srping" (guess they meant Sprint) as PM has no roaming agreements with them. Well, maybe Sprint one day given the merger with T-Mo but I don't think that's in place yet from a roaming agreement standpoint.

* though, as always, if you can get a technically compatible signal, you can dial 911 regardless of carrier providing that signal or any package/add-ons you have.

Re: Phone Calls Cutting Out

hairbag1 — Tue, 11 Feb 2020 01:59:44 GMT

@Anonymous, @srlawren ...here's the follow-up email when I asked for her clarification....

I have double-checked with my supervisor to solve your doubts in an accurate way. You should be able to connect to any network in The United States since Public Mobile is under Koodo agreements, It happens that there are states in which the signal for some providers is not the best however since this is roaming you can switch to the strongest network your phone recognizes.

Let me know if you have any other doubt,

Re: Phone Calls Cutting Out

Anonymous — Tue, 11 Feb 2020 03:10:27 GMT

So I guess now we need someone to prove out that. @Chipster... care to have a go trying to manually connect to say Verizon and see what happens?

Sounds preposterous to me but strange things happen around here.

Re: Phone Calls Cutting Out

computergeek541 — Tue, 11 Feb 2020 03:24:00 GMT

@Anonymous wrote:
So I guess now we need someone to prove out that. @Chipster... care to have a go trying to manually connect to say Verizon and see what happens?
Sounds preposterous to me but strange things happen around here.

I supposed that the technology is there so that Public Mobile customers could roam on Verizon, at least when it comes to phone compatibility and connecting to an LTE network. However, Public Mobile/Verizon don't allow it for Public Mobile customers - unless Public Mobole now has some roaming arrangements in place with some other carriers (which I very much doubt).

Re: Phone Calls Cutting Out

szaman — Tue, 11 Feb 2020 04:07:28 GMT

Thanks everyone - it appears AT&T is the main carrier for North Carolina do I will try to set my phone to that rather than automatic roaming. I will see what happens

Re: Phone Calls Cutting Out

Anonymous — Tue, 11 Feb 2020 05:21:02 GMT

@szaman wrote:
Thanks everyone - it appears AT&T is the main carrier for North Carolina do I will try to set my phone to that rather than automatic roaming. I will see what happens

So you're in the states?

Do you have any call or text roaming add-ons from here?

If yes to both then maybe you'd be willing to manually scan for networks and see if Verizon or Sprint show up and select one of them and see what happens. Can you call or text out? Will it even so much as let you connect?

Re: Phone Calls Cutting Out

Chipster — Tue, 11 Feb 2020 13:30:11 GMT

@Anonymous wrote:
So I guess now we need someone to prove out that. @Chipster... care to have a go trying to manually connect to say Verizon and see what happens?
Sounds preposterous to me but strange things happen around here.

AT&T and T-Mobile are the Telus/PM partners in the US. Cannot connect to Verizon when roaming.

Re: Phone Calls Cutting Out

Anonymous — Tue, 11 Feb 2020 14:23:45 GMT

@Chipster wrote:
@Anonymous wrote:
So I guess now we need someone to prove out that. @Chipster... care to have a go trying to manually connect to say Verizon and see what happens?
Sounds preposterous to me but strange things happen around here.
AT&T and T-Mobile are the Telus/PM partners in the US. Cannot connect to Verizon when roaming.

@Chipster

So you're in the states and manually tried to connect to something like Verizon? What you wrote could be interpreted as a statement of policy rather than a statement of an experienced observation.

Re: Phone Calls Cutting Out

Chipster — Tue, 11 Feb 2020 17:01:26 GMT

@Anonymous wrote:
@Chipster wrote:
@Anonymous wrote:
So I guess now we need someone to prove out that. @Chipster... care to have a go trying to manually connect to say Verizon and see what happens?
Sounds preposterous to me but strange things happen around here.
AT&T and T-Mobile are the Telus/PM partners in the US. Cannot connect to Verizon when roaming.
@Chipster
So you're in the states and manually tried to connect to something like Verizon? What you wrote could be interpreted as a statement of policy rather than a statement of an experienced observation.

Hope this provides some clarification.

I just recently travelled to the US. My experience/osbervation was that PM connected to AT&T or T-Mobile automatically. I travelled through some major US cities. A real added bonus was recently PM rolled out a bug fix which corrected a problem with temporarily losing texting at the end of your 10 day US cycle. Kudos to PM!!! Great work!!! I did not lose any texting that I know of. 🙂 My observations & experience.

When I used to work in the US, my company phone was managed by Verizon. My PM phone always connected to AT&T or T-Mobile. My observations & experience.

Here's PM's notice on the US partner carriers. This I would say is policy.

https://productioncommunity.publicmobile.ca/t5/Announcements/U-S-Roaming-has-arrived/td-p/94947

We’ve partnered with AT&T and T-Mobile to provide you with fantastic coverage.

Cheers!

Re: Phone Calls Cutting Out

srlawren — Tue, 11 Feb 2020 18:05:46 GMT

@hairbag1 wrote:
@Anonymous, @srlawren ...here's the follow-up email when I asked for her clarification....

I have double-checked with my supervisor to solve your doubts in an accurate way. You should be able to connect to any network in The United States since Public Mobile is under Koodo agreements, It happens that there are states in which the signal for some providers is not the best however since this is roaming you can switch to the strongest network your phone recognizes.

Let me know if you have any other doubt,

@Tiana_V @Alan_K can one of you please confirm or deny that PM users now have access to Verizon and Sprint as roaming partners in the USA? In the past, we have only had access to T-Mobile and AT&T, but a member of your moderator team has been telling people that all four are available to us.