topic Re: Dropped calls in Get Support

Dropped calls

Neil11 — Wed, 22 May 2024 22:18:47 GMT

Has people been noticing a significant increase in dropped calls the last week or so? After about 15min the call jus drops randomly.

Re: Dropped calls

Chalupa_Batman — Wed, 22 May 2024 22:22:15 GMT

Yes. It happens often. If it continues, report it to a CS Agent who can reset your network.

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 — Wed, 22 May 2024 22:22:20 GMT

@Neil11

which city and province?

Try to change network connection to Manual and Choose Public Mobile

and try changing your network mode to 3G

Re: Dropped calls

funpig1 — Wed, 22 May 2024 22:24:42 GMT

@Neil11

How old is your phone (battery)? When phone battery ages, i have noticed that long calls may drop. This can happen even with a long WhatsApp call.

Re: Dropped calls

Neil11 — Thu, 23 May 2024 03:22:24 GMT

I am toronto, Ontario.

Re: Dropped calls

Neil11 — Thu, 23 May 2024 03:35:18 GMT

Relatively new with healthy battery. Happens when there is an almost full charge.

Re: Dropped calls

ShannonMcC — Thu, 23 May 2024 03:41:24 GMT

Yes! It is annoying. At least 4 times a day. I am ready to switch carriers. I guess this is what you pay for a reduced rate for crap service. It is even happening with iPhone to iPhone I don’t get it!

in Kamloops BC

Re: Dropped calls

Dunkman — Fri, 24 May 2024 12:07:30 GMT

@Neil11 @ShannonMcC

As for the call dropping issue, several customers have experience this problem. It might be a Telus network issue since Koodo customers also are complaining online.

You can try the following fixes:

Manually select the phone network to 4G/LTE instead of Auto.

Not sure if an iPhone issues, another online user suggested the following:

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

If that does not work, you may want to submit at ticket for CSA help. Sometimes CSA can refresh your account on the backend and calling works better.

Re: Dropped calls

Nicotine — Fri, 24 May 2024 20:55:57 GMT

I am having the same problem in Calgary, in fact I just wrote a post about it. I apparently live in a notoriously bad area for coverage but it hasn't been a problem the entire time I have been with PM. I thought it was my old Samsung phone but I just got a new Iphone 15. The PM engineer reached out to me and said, since I am on 3G and we are on a discount provider, we are subject to discount service. He talked about available frequencies and how it can affect service levels. He said they are upgrading in our area and it should improve by fall but basically I have to live with the random dropped calls. I have started using Facetime at home so I won't have interupted calls but imo, I shouldn't have to do that. Sorry this is happening to you in Ontario too!!

Dropped calls

Neil11 — Sun, 02 Jun 2024 23:04:07 GMT

After trying all the fixes suggested for the dropped without success I submitted a ticket over a week ago but still haven't got a response from CS. I have also sent a couple private messages with no response. And I still experiencing dropped calls. Frustrating!!!

Re: Dropped calls

hTideGnow — Sun, 02 Jun 2024 23:06:15 GMT

HI @Neil11

you did the right thing, submit ticket. I guess more tickets will help

It happens to many people here. Some thought it was related with VoLTE or related with 3G , but I think it was a problem with voice overall, does not matter which system you used to make calls

I guess no reply because PM has no fix to it yet.

Just be patient, they will fix it soon, maybe it got fixed already as I am replying. 🙂

Re: Dropped calls

EB0 — Sun, 02 Jun 2024 23:08:09 GMT

Many users have reported it recently. There is no announcement or solution to this problem till now, only flip phones seem to be working fine.

Re: Dropped calls

Chalupa_Batman — Sun, 02 Jun 2024 23:33:56 GMT

If you haven't heard from them yet, please send another private message directly to them. Advise them to reply within 48 hours or you will be filing a complaint with the CCTS and CRTC. Here is the direct link.

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

If you haven't heard back, please come back and create a new post asking for assistance from the Oracles. There is no reason to leave a customer hanging for over a week and not reply to them.

Re: Dropped calls

computergeek541 — Sun, 02 Jun 2024 23:37:18 GMT

@Chalupa_Batman wrote:
If you haven't heard from them yet, please send another private message directly to them. Advise them to reply within 48 hours or you will be filing a complaint with the CCTS and CRTC. Here is the direct link.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
If you haven't heard back, please come back and create a new post asking for assistance from the Oracles. There is no reason to leave a customer hanging for over a week and not reply to them.

The CRTC should not be contacted. Contacting the CRTC will only result in an automated response that it's the CCTS that should be contacted for unresolved disputes.

Re: Dropped calls

omasoon — Mon, 03 Jun 2024 00:15:33 GMT

I have the same issue. I will submit a ticket.

Re: Dropped calls

will13am — Mon, 03 Jun 2024 00:58:30 GMT

@Chalupa_Batman wrote:
If you haven't heard from them yet, please send another private message directly to them. Advise them to reply within 48 hours or you will be filing a complaint with the CCTS and CRTC. Here is the direct link.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
If you haven't heard back, please come back and create a new post asking for assistance from the Oracles. There is no reason to leave a customer hanging for over a week and not reply to them.

Hey batman, I hope you are not pinning your hopes on me to pull a rabbit out of a hat. As far as network performance goes, I am a regular customer like anyone else. I have been bitten by the dropped call bug this weekend. A phone reboot seemed to have done the trick. Trust me, I advocate for transparency for all matters affecting customers. That is the best that I can do even though it is not much.

Re: Dropped calls

funpig1 — Mon, 03 Jun 2024 06:59:36 GMT

@Neil11 @omasoon @Colbydog

I received several private messages from a PM customer agent and an extended telephone call from Telus tech support last Friday dealing with the issue of dropped calls and slow mobile data speeds at my home location

In my particular case, poor coverage and increased congestion due to population growth was identified as causes.

On the coverage map, our location is in a 5G dead zone, with weak LTE signal. We have always had a weak signal for the last 30 years, but dropped calls have been on the rise. More housing is being built and more people are moving into the area. The long term solution requires infrastructure upgrade. Telus will escalate my case further but I was advised that approval for upgrades take time and not to get my hopes up too high.

Telus tech support provided me with several tips on how to reduce (not eliminate) dropped calls. The main one is to switch the "preferred network" in the phone settings from 5G (recommended) down to LTE (or even 3G) to increase the stability of voice calls. The downside is that you have to remember to switch back to 5G if you want to take advantage of the high-speed mobile data that you are paying for, when you do have a good 5G signal.

The other tip is to turn off the "automatic select network" and manually select Public mobile. These tips will help but will not eliminate dropped calls.

Another alternative is to use Wi-Fi calling, which would mean changing to Telus or Koodo.

Poor coverage and/or increased congestion are the main causes of the increased drop calls. (Think about how many thousands of people have switched over to PM over the last month to take advantage of the new activation deals and how many new activation problems that have been created at the same time). Is it any wonder that drop calls have increased. The ultimate solution is update the infrastructure in areas with Port coverage or heavy congestion. If you do a search of Telus, Roger, Fido, Freedom and "dropped calls", you will find many similar complaints. This is a common problem for many people.

The best solution is to buy a house 50 meters from from a high powered 5G Telus tower and may be risk possible brain cancer for your kids. I'm sure somebody is going to say that they actually do live close to a tower and still experience dropped calls. My response would be: what is the location of the caller on the other end of the line? Which carrier are they using and how is their coverage/signal at their particular location? It takes two to tango, and maybe you are not the problem.

Good luck.

Re: Dropped calls

hTideGnow — Mon, 03 Jun 2024 03:23:08 GMT

hi @funpig1

thanks for sharing

which city and province you are at??

Re: Dropped calls

funpig1 — Mon, 03 Jun 2024 03:47:29 GMT

Outside of Vancouver, BC. I prefer not to say exactly where. In my discussions with both the PM customer agent and Telus tech support, I sent them screenshots of their own coverage maps which show my particular area does not have 5G service. We also reviewed the locations of towers. Telus tech support advised that my area was only being served by one tower and it is more than 2.2 km away, outside of any usable 5G service. There are a few Telus microcell transceivers approximately 400 to 600 meters away. However, these transceivers only have a range of about 200 meters.

When I am not at my home, I usually have no issues at all. I would love for Telus to install a microcell transceiver on a power pole about 100 m from my house. If you look at a Tower locator app, you can see congested areas like Richmond are dotted with microcell transceivers every couple of blocks.

Re: Dropped calls

Andy72 — Mon, 03 Jun 2024 13:23:54 GMT

All the tips and explanations they provided means nothing.

"increased congestion due to population growth was identified as causes" if TELUS has capacity of lets say 100 then why they provide service to 150 people? nowadays capacity is not an issue and towers can handle lots of customers. besides we are talking about dropped calls, even the issue was capacity our call should not drop, new calls would have problem to initiate a call. do they randomly drop ongoing call to accommodate for another call? that does not make sense at all.

for tips none of them will do anything and they are saying it just to give you impression that they tried something. most of our phone uses VOLTE for voice, if you are on on 5G it will go to LTE to make the call, if you leave it at LTE, it is the same, if you change to 3G then uses 3G for voice call but many people tried this and reported that still have dropped calls. selecting provider also has no effect as I personally sitting and making a call and drops. why my phone wants to change tower/provider middle of call that it may drop my call while I am not moving at all.

fact is that this is a big issue for lots of customers and they are not fixing it. bottom line is that they (PM and TELUS) don't know what is the issue or they know it and do not tell us.