topic Re: Calls dropping/call fail in Get Support

Calls dropping/call fail

Ajlm1 — Tue, 18 Jul 2023 16:16:19 GMT

In last few days I have been having trouble using the phone: call fail, calls are dropping mid call or people can’t hear me. Located in PEI

Re: Calls dropping/call fail

softech — Tue, 18 Jul 2023 16:17:17 GMT

@Ajlm1

could be network issue, please try these

first try to reboot the phone
If that does not work, change the Preferred network type or network mode to 3G only or WCDMA only and see if it works
Try to click Reset All Networks and see if it helps
and do you have another phone to test the PM sim ? just to make sure it is not a device problem. Also, that can force a sim card re-provision and it could resolve the problem
Also, try the phone in another area if possible, it could be just a local network outage
You can also try to see if VoLTE works. But first, what brand and model of phone you have?
You can check the VoLTE compatibility here:  https://www.publicmobile.ca/en/on/get-help/articles/volte
If you have a compatible one try to turn on VoLTE
iPhone: Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
Settings->Cellular->Cellular Data Options->Voice & Data, enable 4G or LTE there
Pixel:  Likely no extra work need to do as Telus will enable by default but hide the option.  Still you can check
Settings->Network and Internet->Internet, click on the settings icon besides SIM 1, turn on 4G calling there
Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there
Now, turn off Wifi first. Check if the phone status bar showing it is connected to 4G or LTE
Then make some calls, see if the signal indicator shows LTE or drop back to H or 3G while you are on the calls. If it stays with LTE, then yes, you are using VoLTE, and you can see if calls are any better.

Re: Calls dropping/call fail

mstoughton1 — Tue, 18 Jul 2023 16:19:58 GMT

I have had the same issues, located in British Columbia.

Re: Calls dropping/call fail

Ajlm1 — Tue, 18 Jul 2023 16:35:52 GMT

Some of this stuff is too technical for me. I did reboot the phone already. The network is LTE. Maybe I should change it to 3G but I was under the impression LTE was better. Noidea how toreset allnetworks. I should not have towalk around lookingfor a signal. The phone has worked at homebefore. Everything else is not possible

Re: Calls dropping/call fail

softech — Tue, 18 Jul 2023 16:42:13 GMT

@Ajlm1 PM uses mainly 3G for voice.

If possible, try to change the network type to 3G for now and see if it helps. If f so, use it for a week and change it back to LTE later

Re: Calls dropping/call fail

Ajlm1 — Tue, 18 Jul 2023 17:30:02 GMT

I think I have a VoLTE compatible phone: iPhone SE iOS 16.5.1. My only choices for cellular data are 3G or LTE. Please advise. Thanks

Re: Calls dropping/call fail

Ajlm1 — Wed, 26 Jul 2023 14:10:41 GMT

The only options are LTE and 3G. The phone seems to cycle through the two networks regardless of the setting. Is there something else I need to do to keep it on one network or another?