topic Re: Dropped calls / horrible reception GTA in Get Support

Dropped calls / horrible reception GTA

worksitedepot — Fri, 15 Apr 2022 09:06:33 GMT

The past 3 weeks I've been experiencing terrible reception. I've never had this issue in the past 2 years using this service, it just started happening often in the past 3 weeks. I would drop down to 2 bars regularly. A few calls dropped, but most times persons on my other line would complain that they cannot hear me/I am very choppy. Immediately I'd check my phone to see my bars drop down to 1 or 2. This is happening in the most random places. Whether driving on the road anywhere in Toronto, or even in my house (which would never happen in the past. Again, I am located in Toronto and I'm using a mint condition Samsung S10 plus. The phone is 3 years old and has been babied.

I've reset the phone, reset network settings, and popped the sim card in and out. No luck.

Is this happening to anyone else? I enjoy PM service but lately it's been getting very annoying. Might have to change next month if this continues.

Thanks for the help.

Re: Dropped calls / horrible reception GTA

Zyl — Fri, 15 Apr 2022 07:06:31 GMT

@worksitedepot, and there are no interferences at these sites that would interfere with the cellphone network? If that's the case, feel free to contact the Public Mobile customer service to inquire further. The best way to reach them is to send them a private message by clicking on the icon that looks like an envelope that says "Messages" when you hover your mouse over it. And then click on an icon that looks like a pen inside a box to compose the private message and write "CS_Agent" in the "Send to" field and the issue as well as the details of your issue in the "Message subject" and "Message box" text boxes respectively. This is the only way to reach them and you should receive an answer from them shortly.

Thanks and good luck.

Re: Dropped calls / horrible reception GTA

JL9 — Fri, 15 Apr 2022 07:06:38 GMT

I am just east of the city and I haven't had an issue, but I have seen some customers bringing up similar issues in the last month. Not sure if it is a PM network thing alone or Telus issue. It would be reassuring to get an answer on why this seems to be happening more than usual.

Re: Dropped calls / horrible reception GTA

worksitedepot — Fri, 15 Apr 2022 07:23:54 GMT

No interferences at all. It's very odd. Just started happening randomly about 3 weeks. Thank you for the directions to contact the CS_Agent. Hopefully they can't assist!

Re: Dropped calls / horrible reception GTA

computergeek541 — Fri, 15 Apr 2022 09:06:07 GMT

@worksitedepot wrote:
No interferences at all. It's very odd. Just started happening randomly about 3 weeks. Thank you for the directions to contact the CS_Agent. Hopefully they can't assist!

Please do not use the private messaging method on the first attempt to contact a CSA. This method results in a slower response. All customers should be using the chatbot at https://widget.telus.tiia.ai/publicmobile/publicmobile.html if at all possible. The private messaging method is only there as a fallback and should only be as absolutely a last resort.

Re: Dropped calls / horrible reception GTA

esjliv — Fri, 15 Apr 2022 13:12:22 GMT

@worksitedepot wrote:
No interferences at all. It's very odd. Just started happening randomly about 3 weeks. Thank you for the directions to contact the CS_Agent. Hopefully they can't assist!

@worksitedepot - Public Mobile Customer Support agents may be able to help if you have an account issue.

But, what other troubleshooting things have you tried on a device / network level?

It could be possible network issues that are hopefully temporary, but 3 weeks...? Maybe there are upgrades being done in your area that are affecting service.

Have you tried any of these things to try and improve your connection/service:

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone for a few days to see if the issues are the same...this could rule out a device issue/setting.

Re: Dropped calls / horrible reception GTA

BEER — Fri, 15 Apr 2022 13:55:45 GMT

It may be your phone that has the problem. I used to have a Rogers plan and was experiencing horrible reception in some areas but ever since I switched to Telus/PM a couple of years ago have no complains about reception even in rural areas.

Re: Dropped calls / horrible reception GTA

hTideGnow — Fri, 15 Apr 2022 14:00:45 GMT

Hi @worksitedepot, Maybe your phone ? Maybe network towers changed in your area?

do you get better signal bar in other places? Check another area in Toronto and see. Also, you have another phone? or get it from friend, put your PM SIM there and check any better on another phone

Re: Dropped calls / horrible reception GTA

Meow — Fri, 15 Apr 2022 14:40:57 GMT

@worksitedepot wrote:
I've reset the phone, reset network settings, and popped the sim card in and out. No luck.

Not many people have spare phones laying around but is there a way you can pop your SIM into some other phone just to eliminate hardware potential failure? Any new phone can fail for no apparent reason and old phone can work forever just refusing to die.

Re: Dropped calls / horrible reception GTA

worksitedepot — Fri, 15 Apr 2022 14:44:38 GMT

Wouldn't that be a service provider problem and not the phone? Lol

Re: Dropped calls / horrible reception GTA

worksitedepot — Fri, 15 Apr 2022 14:46:35 GMT

Yes I think I will use another phone for a few days to eliminate hardware issues. I was so confident it wasn't my S10 plus, but you never know.

Re: Dropped calls / horrible reception GTA

softech — Fri, 15 Apr 2022 14:52:22 GMT

@worksitedepot With choppy, it could also be an issue with the device speaker or microphone, try to use a wired headset or Bluetooth and see if it helps.

Re: Dropped calls / horrible reception GTA

worksitedepot — Fri, 15 Apr 2022 15:01:30 GMT

Agent said he did a couple things on the backend. Shut my phone off for 5min, turned it back on and made sure network settings were on LTE/GSM autoconnect, which it is. Going to try it out for a day or 2. If the issue persists, they'll escalate to a tech. Hopefully It gets sorted. Thanks all for replies.

Re: Dropped calls / horrible reception GTA

BEER — Fri, 15 Apr 2022 15:02:46 GMT

I also have an iPhone 8 that doesn't get any cell reception at all but works fine on wifi.

Re: Dropped calls / horrible reception GTA

Meow — Fri, 15 Apr 2022 15:07:44 GMT

@BEER wrote:
I also have an iPhone 8 that doesn't get any cell reception at all but works fine on wifi.

Eh 😁 this is really not helping 😋. This is like saying my car's engine is blown up but wipers and turn signals work like crazy! 😉

Re: Dropped calls / horrible reception GTA

fdrcamb519 — Fri, 15 Apr 2022 16:14:06 GMT

@worksitedepot did you check your phone, I have even been up north felt like the middle of no where, and reception, was great. And I been with PM for over 2 years, not problems reception Telus network

Re: Dropped calls / horrible reception GTA

kateyyj — Fri, 15 Apr 2022 16:17:28 GMT

it happened to me year ago,after switch to another phone, it was solved, Do you have a chance to try another phone?

Re: Dropped calls / horrible reception GTA

Zyl — Fri, 15 Apr 2022 22:15:25 GMT

@Meow The fact that his phone used to be fine with the SIM and it was within the last 3 weeks that this reception started happening makes me suspect that it's a network issue more than anything else.

Thanks

Re: Dropped calls / horrible reception GTA

Zyl — Fri, 15 Apr 2022 22:32:57 GMT

The reason why I advise all inquirers to use the private message method to contact the Customer Service is that I don't want to make customers of Public Mobile potentially more frustrated when seeking help on already frustrating issues by using a chatbox that was not working properly and actually giving tremendous problems to users before but if it can be confirmed that the chatbox functionality issues have been resolved and is working properly, I would be more than happy to add the instructions on how to use the chatbox to seek help in my message. Please advise and confirm.

And please also advise where one can see the chatbox functionality. I do not even see any chatboxes anymore anywhere on "Community" which used to hover at the bottom right-hand corner of the screen.

Thank you for your understanding and help.

Re: Dropped calls / horrible reception GTA

esjliv — Fri, 15 Apr 2022 22:33:35 GMT

@Zyl

Since the chat bubble for SIMon Chatbot is currently not on the community page, you can direct people to the Get Help option at the top of the page:

There you can 'Chat with SIMon', or go down to the next search box and search the help articles for 'customer support' and you get the two methods available for CSA: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent