topic Re: How to get Help for a Cell Tower issue in Get Support

How to get Help for a Cell Tower issue

xjeepguy — Wed, 20 Jul 2022 17:21:16 GMT

We recently got a new cell tower in my area and there have been a few issues since , like today , cant call out and no calls are coming in . And I know its the tower because I just drove out to the next towers coverage area and phone works perfectly !! So with a forum based help system , who do we call about something like this ? Its not something a moderator can help with I don't think . And since we piggy back on Telus towers , who do we call with such a problem ?

Thanks

Re: How to get Help for a Cell Tower issue

hTideGnow — Wed, 20 Jul 2022 17:25:23 GMT

HI @xjeepguy is that a Telus/Bell tower or a Rogers or other competitors?

The new towers likely have 5G and LTE and possibly no 3G

Can't call out and no calls coming in. If you change your network to 3G Only does it connect at all or very weak signal?

you can open a ticket with PM CS agent for more information, or complain here

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally 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 CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: How to get Help for a Cell Tower issue

BKNS27 — Wed, 20 Jul 2022 17:34:53 GMT

@xjeepguy

Call your the Engineering Department at your local City Hall. They will contact the carrier of the cell tower but they will need your location/address.

Re: How to get Help for a Cell Tower issue

darlicious — Wed, 20 Jul 2022 18:26:53 GMT

@xjeepguy

Where are you located? We can have a look on the cell tower map. Check your 3G signal strength once you set your phone to 3G only. Go to settings>>About phone>>Sim card status>>Signal strength What is your dBm reading?

Re: How to get Help for a Cell Tower issue

xjeepguy — Wed, 20 Jul 2022 19:39:13 GMT

Ok thanks for reply , everyone ! My signal strength is -107 dBm , 31 asu . Thats what it says . My bars on the screen are a solid 5 all the time and it is LTE . Its a brand new Telus tower not to far from our place .

Re: How to get Help for a Cell Tower issue

xjeepguy — Wed, 20 Jul 2022 19:41:32 GMT

Yep , this tower is LTE only as I saw a message from Telus telling all to make sure cells are all now on LTE , which mine is . It is a Telus tower btw. If I change to anything less than LTE it will not register on the network , tried that a few times.

Re: How to get Help for a Cell Tower issue

xjeepguy — Wed, 20 Jul 2022 19:42:17 GMT

I'd be waiting until hell froze over for them to do anything . But thanks

Re: How to get Help for a Cell Tower issue

Timer — Wed, 20 Jul 2022 22:21:46 GMT

@xjeepguy

check out your area coverage for public mobile network use telus and bell.

Canadian Cellular Towers Map (ertyu.org)

Re: How to get Help for a Cell Tower issue

xjeepguy — Wed, 20 Jul 2022 22:38:53 GMT

Thanks , I know where the tower is , I drive by it every day . Its brand spanking new !

Re: How to get Help for a Cell Tower issue

xjeepguy — Wed, 20 Jul 2022 22:39:46 GMT

I have a ticket open now so we will see where this goes . Thanks for the help one and all .

Re: How to get Help for a Cell Tower issue

CountyDownIeUk — Wed, 20 Jul 2022 23:29:09 GMT

Are you sure it is a Telus or Bell tower?

Might show here. https://www.ertyu.org/steven_nikkel/cancellsites.html?lat=52.000000&lng=-97.000000&zoom=4&type=Roadmap&layers=a&pid=0

Re: How to get Help for a Cell Tower issue

xjeepguy — Thu, 21 Jul 2022 15:55:09 GMT

Well I did a little testing this morning and see the 'Mobile Network State' is disconnected on the phone and it will not make or receive calls when they are like that but Data and Texting will work just fine . So , I drove a little closer to the new tower and sure enough it says 'Connected' then and all works fine .
I should mention there's a bunch of us here that cant call out or receive as well , all on the new Telus tower. And the Telus customers got an email saying they must switch their phones to LTE in order for them to work now that we are on the new tower. Thank you Public Mobile for doing that for us , NOT !!! Who's running this show anyways , anyone ????
Whats happening is now that we are all on LTE, the phones are all showing this disconnected from network state all the time or just randomly . Everyone shows 5 bars on their phones so its not a signal issue .
Thoughts anyone ?

Re: How to get Help for a Cell Tower issue

dust2dust — Thu, 21 Jul 2022 16:03:27 GMT

It does a look lot like they put in a new tower that does not support 3G calling. Phones usually sit idle on LTE which you're seeing with the solid bars. But then when a call comes in or is attempted then with Public, the phone needs to switch down to 3G. 3G needs to be out there. In your close tower apparently it's not.

This is going to happen more and more as Canada reduces 3G use which squeezes us out until Public moves over to volte...if ever.

Re: How to get Help for a Cell Tower issue

darlicious — Thu, 21 Jul 2022 16:56:50 GMT

@xjeepguy

Rumour has it that pm will get VoLTE by the bend of September. In the short term you an use the workaround. Download a voip provider like textnow or fongo. Choose a local phone number. Call forward (unreachable) your pm number to your voip number. Your incoming when not connected to the 3G network will ring thru to your voip number. Free while on wifi and about 0.5mb/min when on mobile data. This will at least alleviate the issue for now. Call out using your voip app/number.

Re: How to get Help for a Cell Tower issue

xjeepguy — Thu, 21 Jul 2022 18:59:04 GMT

Yeah I think you have hit the nail on the head there . When I manually try to set the phone to 3G , it wont even register on the network . This is causing a major stink out here as I'm now running into more and more of my neighbors who have no service. They're all Bell , Telus , Koodoo , Pub Mobile and Lucky mobile customers and no ones to happy . Not sure whats to become of this but they will have to do something cause I see the mob sharpening up their pitch forks right now . I'm not sure if 911 works in this scenario but if that wont call out either , this is not good , lots of retired people here . Thanks for the reply 😄

Re: How to get Help for a Cell Tower issue

xjeepguy — Thu, 21 Jul 2022 18:59:25 GMT

I will investigate this , thanks

Re: How to get Help for a Cell Tower issue

hTideGnow — Thu, 21 Jul 2022 19:03:30 GMT

@xjeepguy wrote:
They're all Bell , Telus , Koodoo , Pub Mobile and Lucky mobile customers and no ones to happy .

HI @xjeepguy

But Bell, Telus, Koodo could be unaffected as they have VoLTE.

PM and (un)Lucky are the one to suffer as we both using 3G for calls and not VoLTE

Re: How to get Help for a Cell Tower issue

xjeepguy — Thu, 21 Jul 2022 19:23:50 GMT

Except that my next door neighbors is also out and he is on Bell , we had a chat this morning about whats going here. So not sure what that says . Also , when anyone drives a bit down the road , they all get service and can call . So there's that too . Everyone here has excellent signal strength to that new tower. Its been up and functioning a month and we have all enjoyed excellent service up until a couple days ago , something major changed .

Re: How to get Help for a Cell Tower issue

darlicious — Thu, 21 Jul 2022 20:12:24 GMT

@xjeepguy

Big thunderstorm? High winds? Maybe the azimuth of the 3G repeater thingy is out of whack and the 3G signal is now aimed at a swathe of forest or a lake? Not sure where you are? You know like how your satellite tv or your old style antenna had to be repositioned after a wind storm.

Re: How to get Help for a Cell Tower issue

xjeepguy — Thu, 21 Jul 2022 21:04:20 GMT

Yeah we havent had anything like that here . I'm in Salmon Arm BC , the out in the country part of it 🙂