topic Re: Dropped calls in Get Support

Dropped calls

AlisonP — Fri, 24 May 2024 01:24:28 GMT

I switched to PM from Koodo about 1 month ago. Nearly all of my calls drop around 10 minutes into the call. I never had dropped calls with Koodo. It's happening with my new samsung s23 as well. I'm in midtown toronto so reception shouldn't be an issue but the bars on my phone are usually stuck at 2 or 3. I'm on a 4G plan and network mode is LTE/WCDMA/GSM (auto connect).

Any advice?

Re: Dropped calls

Chalupa_Batman — Fri, 24 May 2024 01:26:48 GMT

Hey @AlisonP

This has been common a lot lately. I'd suggest creating a ticket and asking PM to reset your network on their end.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent

IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information.

Re: Dropped calls

softech — Fri, 24 May 2024 01:27:53 GMT

@AlisonP

first, even you are on 4G plan, you can access 5G network, just that your speed will be capped. so, you can use network mode 5G/LTE/WCDMA and so

for the voice issue, try to Reset All networks on your phone and see if it improves

or try your PM sim card in another phone, this could force a sim reprovision and could resolve your problem when you put your sim back to your own phone.

If nothing works, ask support agent to reprovision your account on the system.

please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Dropped calls

smurfit — Wed, 29 May 2024 06:03:29 GMT

Seems to be alot of us with dropped calls lately. I suspect there is faulty equipment at play here on the PM network and they seem to be unable to pinpoint the issue. Signal reception doesn't seem to be the problem. In the middle of a sentence, it's like some ghosty gobblin just pulls your plug. There is no static or hints that it is gonna drop, it just ends the call as if you press "hang up".

Since customer support is of little help, I decided to take a deep dive into the data.

There is an Android app I have found called NetworkSurvey that can log all cell tower event data and saves detailed CDR (call data records) to CSV files. The link is at the bottom. I have noticed by using another app called cellmapper that my phone is constantly jumping from tower to tower and many times switches to towers much further away than the previous connected tower. Anyway, it will be interesting to see what is actually happening when the call drops. Like is it always the same tower ID or different ones.

https://www.networksurvey.app/

Re: Dropped calls

Davelaw56 — Wed, 19 Jun 2024 15:42:16 GMT

I do have the same problem on 3 different phones in my family. We have switched from Telus and since the beginning a couple of months ago nearly 95% of our calls are being dropped no matter where we are in Canada.