topic Re: Outbound call drops/silence in Get Support

Outbound call drops/silence

Profile22 — Wed, 27 Dec 2023 05:10:06 GMT

Ever since I ported over from Rogers a month ago I’ve been having a lot of issues when making outbound calls. Either the call doesn’t connect at all, or when it connects I don’t hear anything for almost a minute, even though the other side tells me that they can hear me during the time I cannot hear anything.

it’s seems to happen less when I am not on wifi, but it also happens when I am out using data, just not as much.

it happens to 70% of my outbound calls.

this never happened to me with Rogers. I tried resetting network and restarted my phone.

Very frustrating…

Re: Outbound call drops/silence

Handy1 — Wed, 27 Dec 2023 05:13:56 GMT

@Profile22 .can you try the sim card in another phone to test? If same maybe ask support to refresh your account

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Outbound call drops/silence

Profile22 — Wed, 27 Dec 2023 05:17:40 GMT

I have an eSIM so I can’t switch. I ported over from Rogers a month ago.

I also can’t submit a support ticket for some reason. Every time I click on the create support ticket link from the chatbot, it brings me to an error page….

Re: Outbound call drops/silence

LitlLdy — Wed, 27 Dec 2023 05:34:00 GMT

@Profile22 , the chatbot is broken when it comes to submitting a support ticket through it. It has been for many months. Sorry. 😔 Please use the link that @Handy1 provided to send a private message to CS_Agent for help.

Re: Outbound call drops/silence

Kydd — Wed, 27 Dec 2023 06:19:18 GMT

I'm from. Rogers also. I think I experienced this also make with calls over 30mins.. what's the fix ?

Re: Outbound call drops/silence

Phil_Adelphus — Wed, 27 Dec 2023 14:41:45 GMT

@Profile22 Is your phone enabled for VoLTE? If you aren't sure, is it on this list (scroll to the bottom of the page)

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

Re: Outbound call drops/silence

Profile22 — Wed, 27 Dec 2023 14:34:25 GMT

thanks everyone! sorry where is the list? I tried checking for wifi enabled calls on my iphoen12 but I wasn't able to find the function.

Re: Outbound call drops/silence

Handy1 — Wed, 27 Dec 2023 14:37:26 GMT

@Profile22 pm dosent have wifi calling . If your want to know if your phone has voLTE you can test this . Turn wifi off in phone settings and set phone to LTE . Now makes phone call does your phone stay on LTE or does it drop to 3G ? If it stays on LTE then voLTE is enabled

Re: Outbound call drops/silence

Profile22 — Wed, 27 Dec 2023 14:42:14 GMT

how do I set the phone to LTE? I can't seem to find any settings for this in my IOS...

Re: Outbound call drops/silence

Phil_Adelphus — Wed, 27 Dec 2023 14:44:54 GMT

@Profile22 Sorry, somehow I posted the link to customer service rather than the VoLTE list. I've now edited the post but here it is again

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

iPhone on PM doesn;t show a VoLTE setting but iPhones 8 and newer should have it automatically. To find LTE go to settings -> cellular -> cellular data options -> voice and data and that's where it should be

Re: Outbound call drops/silence

Handy1 — Wed, 27 Dec 2023 14:44:43 GMT

@Profile22 Go to phone settings > cellular >cellular data options >voice & data and select LTE

Re: Outbound call drops/silence

Profile22 — Wed, 27 Dec 2023 17:53:43 GMT

I actually don't even see that screen. I all have shown under "Cellular Data" is "Off" and "Primary" showing my phone number with it checked off.

I also see "Allow Cellular Data Switching" Toggle button that is greyed out

Re: Outbound call drops/silence

Profile22 — Wed, 27 Dec 2023 17:54:40 GMT

Under Cellular I don't have an option to select "Cellular data options"

Re: Outbound call drops/silence

Phil_Adelphus — Wed, 27 Dec 2023 18:49:54 GMT

@Profile22 It's strange that you don't see it, I have it on iPhone 13 and I just checked another family member's iPhone 8 and it has it. So you don't see anything like this? I wonder if there is another step when it's an e-sim.

Re: Outbound call drops/silence

Profile22 — Wed, 27 Dec 2023 21:13:18 GMT

this is what I see. I also opened a ticket with support and they just refreshed my account. I'm still getting 1B1 errors though....

Re: Outbound call drops/silence

Profile22 — Wed, 27 Dec 2023 21:16:01 GMT

ah just figured it out. It stays on LTE, but I don't see any options for voLTE.

Re: Outbound call drops/silence

Phil_Adelphus — Wed, 27 Dec 2023 21:27:37 GMT

@Profile22 For some reason there is no VoLTE setting toggle for iPhone on PM, it just works. Since your phone stays on LTE when you make a call with data on and wifi off it looks like your phone is enabled, which is expected for an iPhone 12. If you're still having problems send a private message to contact customer support at the link @Handy1 gave in the first answer in this thread

Re: Outbound call drops/silence

Profile22 — Thu, 28 Dec 2023 16:10:59 GMT

Thansk @Phil_Adelphus, yup just working with support now, but it hasn't resolved the issue yet.

I noticed another problem now where I can't send outbound texts. I am able to receive text but when tryin to send out, it just gets stuck as "Not Delivered". This is specific to non-imessenger text messages.

Re: Outbound call drops/silence

Profile22 — Thu, 28 Dec 2023 16:12:35 GMT

actually it looks like non-of my text can go out. Just tried sending text to my friend's iphone and it doesn't trigger imessenger. It just gets stuck in green bubble and "not delivered".

Re: Outbound call drops/silence

Phil_Adelphus — Thu, 28 Dec 2023 16:31:28 GMT

@Profile22 I assume you have Send as SMS enabled in the Messages settings? A similar thing happened to me but it seemed to be associated with an ios update. The two things I did, and I don't remember in which order, were to go into Send and Receive in the Messages settings to make sure the correct phone number was checked (it had switched itself to email and unchecked the phone number). I also toggled off iMessage and after a couple of minutes toggled it back on again. It started working after that.