topic Re: Signal loss in Get Support

Signal loss

lyf — Thu, 16 Jun 2022 12:34:38 GMT

Hey there. I just started to notice over the past couple of months that my iPhone 8 plus would randomly drop calls and the LTE signal. Sometimes for just a second or two, but now it seems to be completely cutting me off for a minute or more at a time.

I switched to an iPhone XS Max and am still having signal issues. I get maybe one or two bars of service whereas I used to get a much stronger, stable signal. Any help would be appreciated.

I have already tried resetting the network settings and that doesn't seem to have helped.

Re: Signal loss

MrSpock — Thu, 16 Jun 2022 20:25:37 GMT

@lyf hi go into settings and manualy change to 3g see if that helps

Re: Signal loss

lyf — Thu, 16 Jun 2022 12:39:34 GMT

Holy Moly. I got full bars immediately. Why is that?

Re: Signal loss

softech — Thu, 16 Jun 2022 12:42:21 GMT

@lyf Try to set your Preferred network to 3G Only, it might help as a workaround

If you go to another area , would the signal be any better? Wonder if it is a problem with the network towers around

Since you switched phone and it is the same, it could be a SIM card issue or the account or network in your area If you are at different area and same trouble with LTE, open a ticket with PM Support and let them check your account, maybe reprovision your account

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Signal loss

MrSpock — Thu, 16 Jun 2022 12:41:47 GMT

@lyf it just seems to work better especially for phone calls 😀

Re: Signal loss

softech — Thu, 16 Jun 2022 12:41:48 GMT

@lyf wrote:
Holy Moly. I got full bars immediately. Why is that?

@lyf

Problem with LTE in your area

Check in another area and change back to LTE and see if any better

If it is just in your current area (home?) , open ticket with PM and let them check the network in your area

Re: Signal loss

lyf — Thu, 16 Jun 2022 12:44:08 GMT

I'll open a ticket with PM support to see if I can get LTE working like it used to. Thanks so much @softech and @MrSpock for your really quick help with this!

Re: Signal loss

darlicious — Thu, 16 Jun 2022 15:15:55 GMT

@softech @MrSpock

How is opening a ticket with customer support going to improve @lyf 's 4G LTE signal?

@lyf

You would be better off telling us approximately where you live so we can check the cell tower map. In all likelihood there is equipment upgrades occurring on your local cell towers thats affecting your 4G LTE network connectivity. You can always try toggling airplane mode on/off. This gives you a fresh network connection.

Re: Signal loss

MrSpock — Thu, 16 Jun 2022 15:26:25 GMT

‌‌@darlicious I don't believe I told them to open a ticket

Re: Signal loss

softech — Thu, 16 Jun 2022 15:41:00 GMT

@darlicious wrote:
@softech @MrSpock
How is opening a ticket with customer support going to improve @lyf 's 4G LTE signal?

@darlicious

You know I am not those just reply "open ticket with PM support" and run away happily with one extra post here

CS agent can confirm if there is any active activity with the network towers around.

Of course, like any business, the CS agent can just "acknowledge" and quickly close the ticket.

A good one would escalate to technical team to confirm if any known tower issues reported.

Re: Signal loss

darlicious — Thu, 16 Jun 2022 15:40:47 GMT

@MrSpock

My apologies you are correct Mr. Spock. I forgot that the mind meld didnt work last time.

Re: Signal loss

MrSpock — Thu, 16 Jun 2022 15:42:06 GMT

@darlicious live long and prosper 🖖

Re: Signal loss

darlicious — Thu, 16 Jun 2022 15:45:56 GMT

@softech

The OP disclosing their location would likely get them more info from us than the tech team and much quicker.....a phone call to telus or bell may get answers to local upgrades from the source.

Re: Signal loss

softech — Thu, 16 Jun 2022 15:48:17 GMT

@darlicious wrote:
@softech
The OP disclosing their location would likely get them more info from us than the tech team and much quicker.....a phone call to telus or bell may get answers to local upgrades from the source.

nah... I can't do much.. maybe you can 🙂

True, phone call to Telus and Bell would be better, but they will tell you , we do not support PM customers, talk to PM instead 🙂

Re: Signal loss

darlicious — Thu, 16 Jun 2022 15:51:29 GMT

@softech

You would be surprised how helpful the tech team is at telus....at least.