topic Re: Phone calls not connecting in Get Support

Phone calls not connecting

Lorca — Thu, 14 Jul 2022 18:56:10 GMT

When I call someone the call is taking between 15 and 30 seconds before it rings, or not ringing at all and going directly to voicemail. This has been happening regularly for the last couple of months. Is this connected to 3G shutting down by the end of 2022?

Re: Phone calls not connecting

dabr — Thu, 14 Jul 2022 20:02:28 GMT

@Lorca More than likely it's connected to the 3G towers being updated. Quite a few customers have been posting about issues with their calling lately.

BTW, have you tried your SIM in another compatible phone to rule the issue being the phone itself? You can also try selecting 3G/WCDMA in your network setting to see if that helps at all. Or even a network reset on the phone.

Re: Phone calls not connecting

Timer — Thu, 14 Jul 2022 20:13:01 GMT

@Lorca

3G not shutting down until 2025,

can you rebooting device,

Re: Phone calls not connecting

jor123 — Fri, 15 Jul 2022 00:52:52 GMT

There has been spectrum reallocated from the old 3G network though, and new cell towers and small cells tend to be LTE (and 5G)-only, so over time 3G coverage and capacity is getting worse in comparison even if it's not entirely shut down.

Re: Phone calls not connecting

Lorca — Sat, 16 Jul 2022 16:28:22 GMT

Still having this problem, if anything it is getting worse. The vast majority of inbound and outbound calls just have dead air for 15-30 seconds then directly to voicemail or only occasionally will ring. I have tried switching phones, restarting etc but it’s definitely on the service provider’s end.

Re: Phone calls not connecting

dabr — Sat, 16 Jul 2022 19:56:26 GMT

@Lorca Have you submitted a ticket to customer support and asked them to take a look at your account?

Here's a link to the chatbot to submit a ticket (although some are reporting issues with this option): https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If unable to submit a ticket, send a private message to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Phone calls not connecting

Lorca — Sat, 23 Jul 2022 20:04:27 GMT

Thank you dabr, I will send a private message today. Problem is not resolving, and new issues are starting. When I do connect the sound is often loud and garbled. Also, some incoming (and outgoing) calls completely disconnect without going to voicemail, even when I am not using the phone.