topic Re: calls breaking up in Get Support

calls breaking up

stella4 — Wed, 16 Feb 2022 20:20:55 GMT

This is a localised issue in the 1400 blocks of East 8 Ave & East 7 Aves Vancouver.

Any reason my calls break up here and nowhere else?

Thanks

Re: calls breaking up

VIP_Tech — Wed, 16 Feb 2022 20:23:26 GMT

Hi @stella4

reset SIM, take out SIM, re-inserting SIM and power on,
try toggling airplane mode off/on,

try manually selecting network "3G only" or WCDMA only,
and Rebooting device..test it.

check it out area Cellular Towers Map..

Re: calls breaking up

hTideGnow — Wed, 16 Feb 2022 20:43:09 GMT

HI @stella4

What model of the phone you have? It could be missing some bands on your phone, especially if you phone is not a North American version.

Did you try putting your SIM in another phone and see if it is better? this can see it is a device issue

If putting your SIM is the same and if the issue only happens in that particular block and everywhere else good, open a ticket with PM support to confirm if there is any issue in that area.

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Contact CS Agent
Click "Contact Us"
Click "Other"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: calls breaking up

BKNS27 — Wed, 16 Feb 2022 20:39:37 GMT

@stella4

There must be a dead zone in this area.

It happens a lot when I was with Chatr but not on PM.

Re: calls breaking up

popping — Wed, 16 Feb 2022 20:42:38 GMT

@stella4

If the person, who you called, is using VoIP with network bandwidth issue, the call will be choppy audio from other side. Bandwidth measures how much data can be sent over a connection in a given amount of time.

Re: calls breaking up

CountyDownIeUk — Wed, 16 Feb 2022 20:54:20 GMT

@popping

I don’t think it is high buildings or a voip call. Perhaps a dead spot as mentioned. How many bars show on your phone?

Re: calls breaking up

hTideGnow — Wed, 16 Feb 2022 21:01:51 GMT

actually @popping had a point. @stella4 did you get the problem with calls from selected people? Try to have as many people to call you as possible to confirm.

is this your area? if so, it has reasonable Telus coverage. How long you have the problem?

calls breaking up

darlicious — Wed, 16 Feb 2022 22:10:43 GMT

@stella4

You are 10 blocks east of me and I don't have an issue here or when I'm over there although I do have less than an optimal signal strength for some reason despite the good telus coverage.

But I suspect @VIP_Tech 's suggestion of toggling airplane mode on/off should do the trick. Otherwise try rebooting the phone first followed by removing the sim card and checking the sim card and sim slot for dirt and debris, waiting a full 10 minutes before reseating the sim card and rebooting. Finally try a network reset can be performed if necessary.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: calls breaking up

Meow — Wed, 16 Feb 2022 22:32:49 GMT

Interference by big objects? 'Interesting' terrain? It is known that some areas are really like twilight zone where you have perfect reception on even side of the street and No reception (or very spotty one) on odd side of the street.

calls breaking up

darlicious — Wed, 16 Feb 2022 22:33:59 GMT

@stella4

Check your signal strength when you experience the issue. Settings>About phone>>SIM status>> signal strength>> mine is often over100 dBm 36 asu which is terrible however I don't notice any issues with my call quality.

Try switching to 3G only. When I do this my signal strength changes to a much more optimal -69 dBm 51 asu. Maybe staying on 3G only when you are in that area will improve your reception although you are on the 3G network anyways during calls.....if your signal strength doesn't change drastically like mine does when switching networks then you know the 3G network strength in that area is poor.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: calls breaking up

darlicious — Wed, 16 Feb 2022 22:37:42 GMT

@Meow

Lol....that area is fairly flat for Vancouver and mostly single family home residential neighbourhood. The more I thought about this if it isnt just a small geographical area of poor coverage then it could be a device antenna issue.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: calls breaking up

computergeek541 — Wed, 16 Feb 2022 23:03:39 GMT

Re: calls breaking up

esjliv — Thu, 17 Feb 2022 00:10:19 GMT

@stella4 - to rule out if this is a device issue, can you have someone else test this area?

Or insert your SIM into another phone and go back to 'the dead zone'. See if the same thing happens.

If so, there could be some network interferences of some sort in that area.

Re: calls breaking up

stella4 — Thu, 17 Feb 2022 06:35:49 GMT

wow thanks for the posts everyone.

My wife's phone has the same issue as mine, so it's not limited to one phone.

We both have iphone 12.

Problem started a while ago when we had Iphone5 but we thought it was because the phones were old ( and one of them had gone for a swim)

We live in an apartment on East7. At the front of the building ( ie north of the building) the phone shows four bars of reception and LTE

by the time we walk into our apartment on the south side of the building we are down to one bar, and 60 degrees of concentric circles.

My wife noticed the poor reception on 8th while on a walk a week or so ago.

In our apartment we get good reception in the living room, but calls break up in the bedroom, ten feet away.

Does this help narrow things down?

Re: calls breaking up

darlicious — Thu, 17 Feb 2022 11:10:43 GMT

@Meow

Lol...oops I was too far east and no not because I'm currently on olympic time but rather in my mind I was thinking about the 1700 block.

@stella4

Building construction materials do play a lot in the signal strength you recieve so recent renovations either in your building or the surrounding buildings could be adding extra interference. While obvious materials like concrete impede your signal the less obvious ones like insulation can really mess with your reception or even a neighbour getting a new fridge and changing its location can make a difference.

But now that I recalibrated my compass is your building nearer to the bottom of the hill? You have 4 main cell towers that serve your area but you are likely connecting to the one on terminal a couple of blocks west of home depot but as you move into the back of your building you are either losing a good signal from it or your devices are trying to connect with one of the other 3 all of which are located at much higher elevations at MacLean and 3rd, Fraser and Broadway and at Commercial and Broadway.

Switch your phone to 3G only to test your signal as that is the network your voice calls work on and note if the dBm goes up (over -90dBm is not good the closer you get to -60dBm the better). Is your living room to the west and your bedroom to the south?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: calls breaking up

softech — Thu, 17 Feb 2022 11:42:11 GMT

@stella4 Your Mobile Data (LTE) should be good everywhere. as there are all the towers around you as shown by @hTideGnow .

But voice is on 3G and you are only served by three 3G towers in your area (the 3 red dots)

the north one is the main one that actually reached your building

the south one, while it is closer, I think it only cover these area, which I don't think it reaches your apartment. that could be the reason of the poorer connection on the south side

Re: calls breaking up

darlicious — Thu, 17 Feb 2022 12:28:31 GMT

@softech

I'm confused.....can you give me the link to where you got these maps?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin

Re: calls breaking up

softech — Thu, 17 Feb 2022 14:19:02 GMT

@darlicious

https://www.cellmapper.net/map

Re: calls breaking up

darlicious — Thu, 17 Feb 2022 14:29:46 GMT

@softech

Omg....I have no idea how to use that site and have blank blue page. So help me understand what the map you provided is showing exactly and the info you inputted for your results.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin

Re: calls breaking up

softech — Thu, 17 Feb 2022 14:37:28 GMT

@darlicious I am learning still..

just pm you.. check it, it will get you start, once you learned everything.. come back and teach me 🙂