topic Re: Poor call quality in Get Support

Poor call quality

andrew20 — Fri, 31 Mar 2023 12:44:47 GMT

Hi,

I am a long time PM user and have had great service until a couple of days ago.

When I am making a call the other person reports that my voice sounds distorted and robotic, they can not understand me. I can hear the other person clearly on my end. I have attempted calling a few different people, sometimes it happens immediately, other times the issue starts a few minutes into our conversation.

I have been using a Google Pixel 6 with no issues for almost a year.

I did receive the message that I have been moved to VoLTE this week, could this be related? Are there setting I need to change on my phone?

Any other suggestions or help are appreciated.

Re: Poor call quality

Dunkman — Fri, 31 Mar 2023 12:54:56 GMT

@andrew20

It might be related to VoLTE implementation. VoLTE should make calling more better.

Is the calling issues happen at a specific location or various locations?

Checked online and Google pixel 6 got an update in 2021 which turn on automatically VoLTE if available. No option to turn off or on.

Try rebooting your phone.

Re: Poor call quality

andrew20 — Fri, 31 Mar 2023 13:12:58 GMT

@Dunkman

It is happening in various locations, but the majority of my calling is from home. I am in a rural location and at times my data can be slow, but calling has always been good.

My phone is up to date and I have tried rebooting it.

I have had my SIM card for almost 7 years now, I've read that might cause issues, is it worth it to try replacing it?

Re: Poor call quality

softech — Fri, 31 Mar 2023 13:27:25 GMT

@andrew20

do you know if VoLTE is working on your profile/phone?

Can you try to enable VoLTE on your Pixel:

At Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there

When you make calls, check if the network icons stay at 4G or LTE or does not drop to 3G (or H+)

Or you can test to use ONLY 3G network. Change your preferred network to 3G

Settings->network and Internet, click on the settings icon besides SIM 1, change the Preferred network type there

See if you get better calls with 3G network selected

Re: Poor call quality

Dunkman — Fri, 31 Mar 2023 13:30:32 GMT

@andrew20 wrote:
@Dunkman
It is happening in various locations, but the majority of my calling is from home. I am in a rural location and at times my data can be slow, but calling has always been good.

My phone is up to date and I have tried rebooting it.

I have had my SIM card for almost 7 years now, I've read that might cause issues, is it worth it to try replacing it?

@andrew20

Should not be a SIM card issue.

See whether you are on VoLTE service

https://www.publicmobile.ca/en/ab/get-help/articles/volte

Re: Poor call quality

andrew20 — Fri, 31 Mar 2023 17:19:57 GMT

@softech

Thank you, changing the preferred network type to 3G seems to have significantly improved the call quality.

When I make calls the network icons do drop to H or H+.

Re: Poor call quality

softech — Fri, 31 Mar 2023 17:38:41 GMT

@andrew20 yes, if you are using 3G , the network icon will shows H or H+

You can keep it like this for now, and change it back to Automatic in a week or two and check if you have VoLTE enabled yet and see if you can use VoLTE

Re: Poor call quality

Mlven78 — Sun, 25 Jun 2023 01:30:27 GMT

I've been having the same issue. 3g the calls work completely fine volte dropped calls or can't hear the caller. Support has been unable to help. This has been going on for months so leaving volte for a few weeks and coming back has definitely not been the solution

Re: Poor call quality

GregStarla — Sun, 16 Jul 2023 08:13:24 GMT

I have the exact same issue. I added a new line and it was automatically placed on VoLTE. Calls are always distorted, dropping or the person can’t hear me. I can’t seem to be able to force my service to 3G nor disable VoLTE. Very irritating. My old service account has degraded too since moving to 4G plan.

Re: Poor call quality

softech — Sun, 16 Jul 2023 09:13:29 GMT

@GregStarla you cannot turn off VoTE, are you using iPhone? I guess you don't want to change data to 3Gbasbwell to avoid VoTE?

Re: Poor call quality

GregStarla — Sun, 16 Jul 2023 09:17:40 GMT

I am using iPhone 11.
I really don’t want to put my phone, even if possible, back to 3G as I’m paying for 4G plan.

Re: Poor call quality

softech — Sun, 16 Jul 2023 09:28:12 GMT

@GregStarla yes VoLTE toggle is hidden by Telus/PM on iPhone and you cannot just turn VoLTE off and keep data on LTE. Your only option left is to keep the OS and Carrre profile both up to date and hope one of the new one fixes the issue. But do you notice the voice sound better in different area?