topic Re: calls dropping in Get Support

calls dropping

keiramc1 — Thu, 29 Feb 2024 18:28:19 GMT

Over the last month I'm regularly experiencing my calls being dropped- suddenly lose connection. No change in earbuds, and I have always used a VPN on my phone, as long as I've had Public Mobile.

Re: calls dropping

Handy1 — Thu, 29 Feb 2024 18:32:00 GMT

@keiramc1 I get this a lot too . I just live with it because of the low cost plans we get to enjoy . Not the best solution but you can try your phone set to 3G and see if the helps for voice

adding my phone / account has voLTE and it makes no difference I still have lots of dropped calls

Re: calls dropping

computergeek541 — Thu, 29 Feb 2024 18:33:31 GMT

@keiramc1 wrote:
Over the last month I'm regularly experiencing my calls being dropped- suddenly lose connection. No change in earbuds, and I have always used a VPN on my phone, as long as I've had Public Mobile.

A VPN is unrelated to phone call service. A VPN only has an effect on an internet connection.

Re: calls dropping

softech — Thu, 29 Feb 2024 18:35:40 GMT

@keiramc1

dropping calls is not a norm. I don't usually get that

but voice calls have nothing to do with VPN , even you might be using VoLTE

May I know what phone do you have? Do you notice a bigger chance of dropped calls when you are in particular area? I wonder if it is a local network issue

Although in theory VoLTE and VPN and no related, but you can try to turn VPN off

Also, if you can still change the network mode to 3G , try it and see if voice is better

Re: calls dropping

keiramc1 — Thu, 29 Feb 2024 18:48:34 GMT

Thanks for your replies community members:) Is there anyway to access support from Public Mobile? I will switch if it doesn't get resolved- I use the phone with clients for confidential calls. No change in area in the last month.

Re: calls dropping

computergeek541 — Thu, 29 Feb 2024 18:52:13 GMT

@keiramc1 wrote:
Thanks for your replies community members:) Is there anyway to access support from Public Mobile? I will switch if it doesn't get resolved- I use the phone with clients for confidential calls. No change in area in the last month.

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

Re: calls dropping

wbg13 — Thu, 29 Feb 2024 19:20:13 GMT

This happens to me also. I tried a number of things first:

1) reset Network settings on my phone to rule out hardware issues

2) tested to sim card in another phone to rule out hardware issues

None of the above helped so I contacted CS_Agent via Private Message and they did some resets on their end and also escalated the case to a higher technical team. I received a call from their technical team who tried to help troubleshoot which also included changing to a new sim card. I started to make note of dates/times when the calls dropped and provided it to the tech support agent who then sent the info the another technical support area. I received a call back from that area and they confirmed based on the dates/times that I provided that it was a network issue.

I suggest you contact CS_Agent via Private Message to troubleshoot your issue and confirm that it's not just a network issue like mine. Good luck

Re: calls dropping

keiramc1 — Thu, 29 Feb 2024 19:26:28 GMT

Thanks- I appreciate the direct link to the CS agent and the steps you took.

Re: calls dropping

wbg13 — Thu, 29 Feb 2024 20:00:56 GMT

Just to add further, apparently it's a known network issue in my area

Re: calls dropping

hTideGnow — Thu, 29 Feb 2024 20:01:46 GMT

@wbg13 wrote:
Just to add further, apparently it's a known network issue in my area

HI @wbg13

which area is that?

Re: calls dropping

wbg13 — Thu, 29 Feb 2024 20:10:38 GMT

@hTideGnow wrote:
@wbg13 wrote:
Just to add further, apparently it's a known network issue in my area
HI @wbg13
which area is that?

@hTideGnow Markham, Ontario