topic Re: Dropped calls in Get Support

Dropped calls

robbie101 — Mon, 31 Jul 2023 16:29:27 GMT

This is happening with my new phone, happened to my old one as well. When on a call no matter where I am the call eventually gets dropped. First I can hear them but they can't hear me. Sometimes when on a call it just hangs up. Outgoing and incoming. My phone is compatible with Public

Re: Dropped calls

softech — Mon, 31 Jul 2023 16:35:00 GMT

@robbie101

what brand and model are your phones?

is it better when you have the call away from where you are now, or away from your usual places (home, work, etc)?

Try:

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: Dropped calls

Handy1 — Mon, 31 Jul 2023 16:37:34 GMT

@robbie101 Try resetting network settings . Also is it possible for you to try SIM card in another phone to test

Re: Dropped calls

robbie101 — Mon, 31 Jul 2023 16:52:02 GMT

SIM is from my old phone that died a week ago and was doing the same thing.

Re: Dropped calls

Handy1 — Mon, 31 Jul 2023 16:54:50 GMT

@robbie101 Try your network to 3G as @softech suggested and few other helpful tips that @softechshared with you

Re: Dropped calls

robbie101 — Mon, 31 Jul 2023 17:01:38 GMT

Ok Thanx for all the info much appreciated. I changed to 3G and my phone is a Blackview

Re: Dropped calls

softech — Mon, 31 Jul 2023 17:11:12 GMT

@robbie101

what exact model of Blackview?

did it ever work perfectly for voice?

Re: Dropped calls

robbie101 — Mon, 31 Jul 2023 17:16:26 GMT

BV4900 series. Just got it a week ago

Re: Dropped calls

dust2dust — Mon, 31 Jul 2023 17:20:26 GMT

The phone should be fine for talk. Just leave it on 3G. It's rather light on LTE for here.

Re: Dropped calls

softech — Mon, 31 Jul 2023 17:43:54 GMT

@robbie101 wrote:
BV4900 series. Just got it a week ago

@robbie101 your phone should be ok for voice, but a bit weak with LTE regarding the compatible 4G bands

Try changing the Network mode to 3G and see if it helps

If not, click Reset All networks (please note that saved Wifi and BT connections will be deleted as well, you just need to add it back after)

and try different area and see any improvement (btw, which city and province you are at?)

Re: Dropped calls

robbie101 — Mon, 31 Jul 2023 18:38:34 GMT

Kitchener ON and changed it already to 3g