topic Re: dropped calls in Get Support

dropped calls

domspaz7 — Wed, 10 Jan 2024 16:38:47 GMT

Hi, Recently (since early December) I have been experiencing dropped calls. This is true for others that are on Public Mobile (such as friends and family). My significant other experiences this more than I do, where she may have 3 dropped calls in a day. I get a dropped call once every other day. Is there something that is happening over at Public that may result in this? Is this an acknowledged issue? What are my next steps? My significant other has been in contact with @CS_Agent and they told her its either the SIM card or her phone. She was on Freedom and never experienced this before the switch.

Thoughts?

Re: dropped calls

Handy1 — Wed, 10 Jan 2024 16:47:25 GMT

@domspaz7 Do you know if your phone /account has voLTE if it doesn’t try phone set to 3G and see if it helps with voice . But to check for volTE turn off wifi and set phone to LTE and now make a call does the phone drop to 3G or stay on LTE if stay on LTE then VoLTE is enabled .

adding it’s unlikely to be your SIM card can you try it in another phone to test ??

Re: dropped calls

domspaz7 — Wed, 10 Jan 2024 17:03:10 GMT

my partners phone is an iphone 12. My understanding is that it supports voLTE. I will confirm her settings and I will try what you suggested, but why would it dropped the call if it ends up establishing a connection in the first place?

Re: dropped calls

Handy1 — Wed, 10 Jan 2024 17:06:57 GMT

@domspaz7 If in a rural area the 3G connection maybe a stronger signal the then 4G connection is making voice more stable connection if calls are being dropped on 4G

Re: dropped calls

domspaz7 — Wed, 10 Jan 2024 17:43:46 GMT

So, I attempted to resolve this by downgrading my data to LTE. Below are some snapshots of my settings. I dont see an option for voLTE.

Re: dropped calls

Handy1 — Wed, 10 Jan 2024 17:49:00 GMT

@domspaz7 Your on LTE now . PM hides the option for voLTE but enables it for certain phones . You mentioned it’s iPhone 12 so no worries it is supported with voLTE . So looking for 3G option isn’t needed . I only suggested 3G incase you don’t have voLTE . Can you try the SIM card in another phone to test ?? Otherwise I would submit ticket with support and ask them to refresh your account and investigate

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

add but you can still try it on 3G and see if that makes it better for voice

Re: dropped calls

domspaz7 — Wed, 10 Jan 2024 17:50:46 GMT

I could try the sim in a new phone, but then I would have to use that phone for a couple of days, which isnt an option, to realize the dropped calls. I'd rather just buy a new sim and change it if the sim is the culprit... but I have gone through so many sims in my life and I have never had a defective sim, so that seems like a stretch for me.

Re: dropped calls

Handy1 — Wed, 10 Jan 2024 17:52:46 GMT

@domspaz7 That’s always a option too you can get on Amazon for $4.99 right now . But when you have SIM card in hand you can sim swap the number in your account profile page .

SIM SWAPPING profile tabs

Note only do this on lap top or computer/ not mobile device

Re: dropped calls

domspaz7 — Wed, 10 Jan 2024 17:56:10 GMT

Thanks @Handy1 .. the help is appreciated. Should i skip that and go to eSIM instead?

Re: dropped calls

BKNS27 — Wed, 10 Jan 2024 17:59:51 GMT

@domspaz7

It is very rare that the problems with the SIM.
What is the signal strength on your iPhone?

You can check if there any working on a tower in your area:

https://istheservicedowncanada.com/status/telus/map

Re: dropped calls

Handy1 — Wed, 10 Jan 2024 18:00:51 GMT

@domspaz7 You could but I wouldn’t if I were you I prefer physical sim and it’s easy to switch devices with out having to re buy the eSIM and if you ever have to do a factory data reset in phone for trouble shooting or hand down to friend or family member you need to re buy the eSIM again . So for me I just stick to physical sim . But for eSIM you would download the app and go to subscription add on page and notice “shop SIM card now “ in my screen shot tap it and select eSIM and install that’s it

Re: dropped calls

domspaz7 — Wed, 10 Jan 2024 18:07:50 GMT

Thanks, there's one down tower in Toronto, south of the 401, but that's not the closest tower to the house (I don't think)

Re: dropped calls

Handy1 — Wed, 10 Jan 2024 18:09:31 GMT

And not sure that same tower would have been done since early dec