topic Re: Bad call quality in Get Support

Bad call quality

Poussine — Fri, 09 Jun 2023 17:56:55 GMT

Hi since 3 weeks everytime i am on the phone the other person says i am breaking up and i have to walk around just to have some connection.

Re: Bad call quality

softech — Fri, 09 Jun 2023 17:59:15 GMT

@Poussine Yes, it could be local network issue.

What phone do you have? if you have a newer phone that is compatible with PM's VoLTE, maybe you can enable VoLTE for better voice quality

Re: Bad call quality

esjliv — Fri, 09 Jun 2023 18:00:16 GMT

@Poussine - what, don't understand you...just kidding.

So, what have you done to troubleshoot? Can you try your SIM into another phone to see if the same thing happens? If it still happens and this was not happening prior to 3 weeks ago, I wonder if there are upgrades being done in your area.

Check for outages in your area:

https://www.telus.com/en/on/outages

https://istheservicedowncanada.com/status/telus

https://downdetector.ca/status/telus/map/

If not outages, then see ask CSA to ask about your location, or see if they can reset your account or something, to see if that helps

Re: Bad call quality

hairbag1 — Fri, 09 Jun 2023 18:12:10 GMT

@Poussine

turn off wifi and dial a local number...look at the top of the screen on the phone...does it stay on LTE or does it drop to 3G ?

In phone settings, Cellular > Cellular Data Options > Voice & Data > make sure it shows LTE or Volte.

Re: Bad call quality

Poussine — Fri, 09 Jun 2023 18:18:45 GMT

It stays on LTE

Re: Bad call quality

Poussine — Fri, 09 Jun 2023 18:22:03 GMT

I am not seeing any problem in my area on these maps. So would an upgrade mean it is temporary? It has been 3 weeks.

Re: Bad call quality

softech — Fri, 09 Jun 2023 18:23:27 GMT

HI @Poussine what phone you have? look like you are on VoLTE

maybe try the opposite, turn off VoLTE on your phone or even change the Preferred network type ot 3G or WCDMA only and see if the voice is better

Re: Bad call quality

Poussine — Fri, 09 Jun 2023 18:25:40 GMT

Samsung s22

Re: Bad call quality

softech — Fri, 09 Jun 2023 18:26:55 GMT

@Poussine Lucky you , you are on VoLTE then

Yes, try the opposite, maybe 3G works better for you

or you can still try VoLTE, but try to Reset all networks (please note it will delete your saved Wifi and bluetooth connections and you will need to add them back later)

Re: Bad call quality

Poussine — Fri, 09 Jun 2023 18:33:24 GMT

I want to try that but can find these parameters in my samsung s22, could you tell me under which menu? Thx

Re: Bad call quality

softech — Fri, 09 Jun 2023 18:35:12 GMT

@Poussine

for toggle VoLTE

Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there

For Preferred network change to 3G (Please note your data speed would be affected if you are on 4G or 5G plan)

Settings and tap on Connections.-> Mobile networks-> Select Network Mode.

Re: Bad call quality

Poussine — Fri, 09 Jun 2023 18:39:46 GMT

I seem to only have the option between 5G/LTE and LTE. It was on the former and I changed it to the latter.

Re: Bad call quality

softech — Fri, 09 Jun 2023 18:41:16 GMT

@Poussine changing to LTE won't force the voice to 3G. You will need to disable VoLTE on your phone then to test voice on 3G.

Re: Bad call quality

Poussine — Fri, 09 Jun 2023 18:44:09 GMT

I don't see a voLTE option anywhere

Re: Bad call quality

softech — Fri, 09 Jun 2023 18:45:56 GMT

@Poussine I know Telus (and PM) will hide the VoLTE option on iPhone, and I guess they are doing the same on Samsung

So, you see your phone stays on LTE (or 4G) when you are in a calls? If so, you are really using VoLTE. You might want to try calls at different area to see if the quality is any different

Re: Bad call quality

Poussine — Fri, 09 Jun 2023 18:51:13 GMT

It worked fine for years and now I have to go outside to take calls. For me it is not an option.

Re: Bad call quality

dust2dust — Fri, 09 Jun 2023 18:59:00 GMT

The place to find evidence of volte being enabled is

settings, about phone, status information, sim card status - if you see mention of IMS here and if it says registered then you're on volte.

At least on my Samsung.

Re: Bad call quality

Poussine — Fri, 09 Jun 2023 19:03:15 GMT

I checked and there is no mention of that.

Re: Bad call quality

softech — Fri, 09 Jun 2023 19:05:30 GMT

@Poussine dial *#*#4636#*#*, navigate to phone information, IMS service status. if you see Enabled, you are VoLTE

Re: Bad call quality

dust2dust — Fri, 09 Jun 2023 19:08:52 GMT

When you're off a call, do you have full bars? If not full bars, then when you are on a call, do the bars jump up?

Hopefully that dial code works. It doesn't for my Samsung.