topic Re: What's with all the dropped calls lately? in Get Support

What's with all the dropped calls lately?

PBForMe1 — Sat, 27 Apr 2024 05:48:32 GMT

Myself and friends/family have been with PM for years never had an issue with dropped calls but this week we're all experiencing them... what's going on?

Re: What's with all the dropped calls lately?

hTideGnow — Fri, 26 Apr 2024 19:51:21 GMT

hi @PBForMe1 someone just said change to non 5G might help. Just leave with 4G or LTE

Re: What's with all the dropped calls lately?

HALIMACS — Fri, 26 Apr 2024 20:09:10 GMT

@PBForMe1

that should not be happening.

Has their location and general area using the service changed at all?

I’d recommend rebooting the device and resetting network connections.

If the problem persists, contact the customer support agent and ask them to reprovision the account.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: What's with all the dropped calls lately?

PBForMe1 — Fri, 26 Apr 2024 20:14:42 GMT

No nothing has changed on our end, and heck my phone doesn't even support 5G lol. I've seen a couple other posts on the front page about dropped calls here and on other forums so I'm wondering if it's a known issue or what.

Re: What's with all the dropped calls lately?

Amped — Fri, 26 Apr 2024 21:00:32 GMT

Same issue here. Been noticing it for a few months but definitely getting worse. Happens on my families phones as well. Something is broken on Public Mobile's systems! Dropping on both VoLTE and 3G.

Re: What's with all the dropped calls lately?

Wdee — Fri, 26 Apr 2024 23:32:42 GMT

Been experiencing dropped calls as well past few days. Got CS to reset but got a call dropped next day. Annoying.

Re: What's with all the dropped calls lately?

Dtack — Sat, 27 Apr 2024 13:25:25 GMT

I have been having a lot of dropped calls as well within the last couple of months. I have tried everything, and now think I will contact support to see if they can figure it out.

Re: What's with all the dropped calls lately?

Dunkman — Sat, 27 Apr 2024 14:26:19 GMT

@PBForMe1

More customer complains about voice quality and dropped calls. I forwarded this issue to PM staff, but will need to wait to hear their response.

From a different forum (reddit, RFD), one customer had the following fix:

For iPhone:
settings>>>cellular>>>Primary>>>network selection>>> turn off automatic network selection and reboot

Re: What's with all the dropped calls lately?

Dtack — Sat, 27 Apr 2024 14:42:20 GMT

Thanks - will try this. I have also contacted Raluca at Support to see what they recommend!

Re: What's with all the dropped calls lately?

Mnc — Sat, 27 Apr 2024 18:38:28 GMT

I have a very similar experience the past couple of weeks I've been having calls randomly dropping all the time. Especially when I'm talking to other people on public mobile.

Re: What's with all the dropped calls lately?

Mnc — Sat, 27 Apr 2024 18:38:59 GMT

Oh I forgot to mention I turned automatic Network selection off and have my phone locked to public, I've rebooted restarted and the problem still persists.

Re: What's with all the dropped calls lately?

PBForMe1 — Sat, 27 Apr 2024 21:01:07 GMT

@Mnc wrote:
Oh I forgot to mention I turned automatic Network selection off and have my phone locked to public, I've rebooted restarted and the problem still persists.

Yeah I've been talking to friends and family and I can't quite figure out any common setting among everyone LTE/4G/VOLTE 5G/4G plan it just seems to be dropping quite a bit lately.

This is the big reason I moved away from Freedom if this keeps up gotta move again.

Re: What's with all the dropped calls lately?

hTideGnow — Sat, 27 Apr 2024 21:03:41 GMT

HI @PBForMe1

try manually connect to Public mobile on your network selection, see if it helps

Re: What's with all the dropped calls lately?

smurfit — Wed, 29 May 2024 06:38:20 GMT

Similar problems for me in BC. Seems to drop around 9min but sometimes longer. 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 pressed "hang up".

If anyone is interested in helping troubleshoot this, 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. It would 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: What's with all the dropped calls lately?

PBForMe1 — Thu, 13 Jun 2024 19:15:55 GMT

So months later the issue persists and there is no acknowledgement by PM that it's even an issue or that they're trying to fix it.

Can PM for once actually release any kind of statement because if this is just the normal level of service that PM is now providing then customers deserve to know instead of doping them around hoping the issue is fixed.

If this is part of Publics new Quality of Service algorithms customers deserve to know.

This is ridiculous it's 2024 and I can't even have a call not drop in the middle of the city when years pervious there were zero issues with the exact same hardware.

Re: What's with all the dropped calls lately?

Mnc — Sat, 15 Jun 2024 18:21:35 GMT

Yep I experience a drop call everyday, it seems to happen on longer phone calls maybe it's just because if you're on the call for longer there's more of a chance that it's going to drop. Either way I live in the middle of the city or I'm just sitting in a stationary location at my desk having a call, it never used to drop like this on Telus.

Not impressed with public mobile for not addressing the issue, even a simple acknowledgment. My business partner switched to public mobile at the same time as me and is experiencing the same issues.

Thankfully Rogers has a promo right now family plan includes Canada and US roaming for about 35 bucks as long as you're bringing three phones on board. I do have three phones and since public Mobile isn't acknowledging there's a problem or proposing any kind of timeline for resolving this problem I'll be switching to Rogers for the same price! One thing I miss on the real carriers, Wi-Fi calling, and voicemail to text, so I'm looking forward to having those features back once I switched to Rogers!

Re: What's with all the dropped calls lately?

hTideGnow — Sat, 15 Jun 2024 18:25:21 GMT

hi @Mnc PM has axkno the problem and a fix is on the way

https://productioncommunity.publicmobile.ca/t5/Announcements/NEW-Dropped-Calls/td-p/1216025