topic Re: Dropped calls in Get Support

Dropped calls

sharonschaler — Sat, 25 Feb 2023 20:28:37 GMT

Lately I have a lot of dropped calls and very poor reception, breaking up, etc. My partner who uses Public Mobile as well, is having the same issue. When we were with Bell Mobility this never happened. Can you please provide an explanation.

Re: Dropped calls

HALIMACS — Sat, 25 Feb 2023 20:30:30 GMT

@sharonschaler

could be environmental or location based. Does it tend to work well outside the area where the problems generally exist routinely?

Re: Dropped calls

softech — Sat, 25 Feb 2023 20:30:33 GMT

@sharonschaler PM uses 3G for voice calls and Bell can use VoLTE. The call issue could be related with poor 3G reception

You can try to change your Preferred network type or Network mode to 3G and see if it helps. Also, you might have better reception in different area.

if it is still likethat, very likely you have to wait for PM to bring in VoLTE for voice to improve

Re: Dropped calls

Handy1 — Sat, 25 Feb 2023 20:31:00 GMT

@sharonschaler Telus and bell use same towers so this shouldn’t be an issue , you can also try setting the preferred network to 3G and se if it helps

also maybe check

Outage map in your area:

https://istheservicedowncanada.com/

Re: Dropped calls

hTideGnow — Sat, 25 Feb 2023 20:32:08 GMT

HI @sharonschaler

what make and model is your phone?

Try to reseat your sim card with a reboot

Re: Dropped calls

sharonschaler — Sat, 25 Feb 2023 20:35:51 GMT

Unfortunately I am never out of the area so cannot verify if that is the issue. Thank you for the suggestion.

Re: Dropped calls

sharonschaler — Sat, 25 Feb 2023 20:37:08 GMT

Where do I find the Network Mode and if it is the problem, how do I change it?

Re: Dropped calls

will13am — Sat, 25 Feb 2023 20:38:10 GMT

@sharonschaler , please use this cell tower map see what coverage is like in your area. Clicking on a tower will give you information of the bands on the tower. This might help to explain calling performance.

https://www.ertyu.org/steven_nikkel/cancellsites.html?lat=50.042129&lng=-100.058670&zoom=10&type=Roadmap&layers=a&pid=0

Re: Dropped calls

sharonschaler — Sat, 25 Feb 2023 20:38:59 GMT

Pixel 4a, Android V13

Re: Dropped calls

will13am — Sat, 25 Feb 2023 20:39:55 GMT

Unless you believe loose SIM card is a possible problem, I am not too sure how this helps.

Re: Dropped calls

softech — Sat, 25 Feb 2023 20:40:31 GMT

@sharonschaler

for iPhone

Press Settings.
Press Mobile Data.
Press Mobile Data Options.
Press Voice & Data.
To use 3G for both voice calls and mobile data, press 3G

For Android

From home screen, tap Apps Applications icon.
Tap Settings.
Tap More networks.
Tap Mobile networks.
Tap Network mode.
Tap the appropriate setting: 3G or WCDMA.

Re: Dropped calls

sharonschaler — Sat, 25 Feb 2023 20:47:49 GMT

Thank you for sending me these links. The tower is right here in our small town. It is Bell Tower. I will keep both these links for reference in future.

Re: Dropped calls

sharonschaler — Sat, 25 Feb 2023 20:48:44 GMT

If I change the setting from LTE to 3G, what will happen. I ask because I remember when we set up the phone with PM that it was recommended to use LTE.

Re: Dropped calls

softech — Sat, 25 Feb 2023 20:51:59 GMT

@sharonschaler Usually people leave it on LTE or 4G and the phone will connect using LTE or 4G. When calls come, the phone will switch to 3G and it could take times or it could take longer if the 3G signal is poor

You can leave it on 3G so it saves the phone time in network mod switching, which could cause less call being dropped and sent to voicemail. However, in terms of call quality itslef , this won't change

I would say if you are on 3G speed plan, leaving it on 3G won't do any harm at all. if you are on 4G speed plan now, the data speed will be slower, which is not ideal, but again, this could help in terms of incoming voice calls being dropped

You can try to leave it in 3G (or WCDMA) for a day and see if you like it. If you don't, you can always change it back to Automatic or 4G/LTE anytime

Re: Dropped calls

sharonschaler — Sat, 25 Feb 2023 20:55:07 GMT

Thank you for a good reply. While you were answering my question I googled the difference between LTE and 3G And this was the response : "LTE provides fast data download speeds of several 100th megabits per second (Mbps), compared to several 10th Mbps for 3G, meaning that LTE is 5-10 times faster than 3G. LTE can support data, voice (VoLTE), instant messaging and video on smartphones and tablets over a single interface."

Your explanation seems to indicate that I should not suffer any consequences by switching, but the googled response seems rather scary to me.

Re: Dropped calls

sharonschaler — Sat, 25 Feb 2023 20:56:40 GMT

Oh, I forgot to mention my choices in settings is either LTE or 3G

Re: Dropped calls

softech — Sat, 25 Feb 2023 21:01:07 GMT

@sharonschaler depends on your plan, you can have faster data speed 🙂

first, I have emphasized that, PM ONLY uses 3G network for voice calls, this is for everyone whether they have 3G speed plan or 4G speed plan

if you are on 4G speed plan now, yes, with LTE settings, you will get as much as 100Mpbs data speed, but again, when voice calls come, the phone needs to switch it back to 3G to take the calls. So, you will have slower data speed if you currently have 4G speed plan

If you are on 3G speed plan, when you connect to LTE , the speed is capped at 3Mpbs. But if you change it to 3G setting, Pm will give you the full 3G data speed, which can go up to 15Mbps usually (could also be slightly higher). But while 3G could get a higher speed compare with LTE setting if you have 3G speed plan, the latency on 3G network is higher. So, there is good or bad. However, with your phone locked on 3G network, it saved the phone from switching network when calls are made or received, less calls will be dropped. But this setting won't improve the voice quality itself.

Re: Dropped calls

sharonschaler — Sat, 25 Feb 2023 21:02:41 GMT

Thank you very much, your explanation was extremely helpful, thank you for your support, time, and patience.

Re: Dropped calls

sharonschaler — Sat, 25 Feb 2023 21:03:22 GMT

Thank you very much, your explanation was extremely helpful, thank you for your support, time, and patience.

Re: Dropped calls

softech — Sat, 25 Feb 2023 21:04:41 GMT

@sharonschaler if you continue getting poor voice reception or dropped calls issue in a particular place (like your home or work), I strongly suggest you to open to ticket with PM support so they are aware of it. Maybe it is a known issue and they have a ETA for a fix, or maybe they can send technician to check the network tower there

To engage PM support:

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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 to you there