topic Re: Dropped calls in Get Support

Dropped calls

jor123 — Tue, 11 Jun 2024 21:00:32 GMT

Has there been any update or official announcement on the widespread dropped calls issues PM and other Telus brands are having? Been going on for a while now in my area

Re: Dropped calls

computergeek541 — Tue, 11 Jun 2024 21:06:20 GMT

@jor123 wrote:
Has there been any update or official announcement on the widespread dropped calls issues PM and other Telus brands are having? Been going on for a while now in my area

There has been no announcement, but as of late last week, I can assure everyone that the issue was being worked on.

Re: Dropped calls

will13am — Tue, 11 Jun 2024 21:06:42 GMT

@jor123 , it has been crickets so far on any official announcements related to the dropped call problem. Unfortunately customers have to help each other to reverse engineer what is going on. As far as I can tell the dropped call problem has been resolved for now. I have had no issues with calling since this past weekend. What part of the country are you experiencing the dropped call problem still.

Re: Dropped calls

hTideGnow — Tue, 11 Jun 2024 21:06:43 GMT

HI @jor123

no official words. But seems like no more complains about that this week

Re: Dropped calls

will13am — Tue, 11 Jun 2024 21:08:03 GMT

@computergeek541 wrote:
@jor123 wrote:
Has there been any update or official announcement on the widespread dropped calls issues PM and other Telus brands are having? Been going on for a while now in my area
There has been no announcement, but as of late last week, I can assure everyone that the issue was being worked on.

These words sound very official despite there being no official announcement of the problem or its ongoing resolution.

Re: Dropped calls

jor123 — Tue, 11 Jun 2024 21:12:15 GMT

Happened a couple times today for me unfortunately, in different locations (St. John's, NL). Good quality signal, no congestion on the data side. I've restarted the phone a few times, have it set to LTE only instead of LTE+5G, etc. As much as I was looking forward to VoLTE last year, sometimes it feels worse. Unrelated to this but in low signal conditions there's often times where you can hear the other person on the call but they can't hear you, as if the upload side only isn't working.

Re: Dropped calls

jor123 — Tue, 11 Jun 2024 21:12:40 GMT

Oddly it also seems like calls that were dropped don't appear in my account call history in self serve either.

Re: Dropped calls

will13am — Tue, 11 Jun 2024 21:27:06 GMT

@jor123 wrote:
Happened a couple times today for me unfortunately, in different locations (St. John's, NL). Good quality signal, no congestion on the data side. I've restarted the phone a few times, have it set to LTE only instead of LTE+5G, etc. As much as I was looking forward to VoLTE last year, sometimes it feels worse. Unrelated to this but in low signal conditions there's often times where you can hear the other person on the call but they can't hear you, as if the upload side only isn't working.

@jor123 , your description is symptomatic of the dropped call problem that was very widespread some time ago. It looks like it remains a problem in certain parts of the country and perhaps under control in others. In the GTA and west coast, I am pretty confident that the problem is resolved, not to say that it could not come back again (touch wood). BTW, I don't believe that phone settings matter although some have reported that it can make a difference.

Re: Dropped calls

computergeek541 — Tue, 11 Jun 2024 21:26:02 GMT

@will13am wrote:
@computergeek541 wrote:
@jor123 wrote:
Has there been any update or official announcement on the widespread dropped calls issues PM and other Telus brands are having? Been going on for a while now in my area
There has been no announcement, but as of late last week, I can assure everyone that the issue was being worked on.
These words sound very official despite there being no official announcement of the problem or its ongoing resolution.

You have seen the same information that I have.

Re: Dropped calls

Rastin — Tue, 11 Jun 2024 21:33:37 GMT

The report of people complaining about it has dropped over the last week so I'm guessing it's getting better.

Re: Dropped calls

funpig1 — Tue, 11 Jun 2024 22:08:19 GMT

@jor123 @Rastin I thought it had gotten better. I was able to stay connected between my PM phone and my Telus landline for hours and with other PM members in my family.

However, over the last several days I have had dropped call issues with callers on the Fido and Rogers Network. I sent message CS_Agent but have received no response.

Re: Dropped calls

maurelle — Tue, 11 Jun 2024 22:51:29 GMT

@will13am wrote:
@jor123 wrote:
Happened a couple times today for me unfortunately, in different locations (St. John's, NL). Good quality signal, no congestion on the data side. I've restarted the phone a few times, have it set to LTE only instead of LTE+5G, etc. As much as I was looking forward to VoLTE last year, sometimes it feels worse. Unrelated to this but in low signal conditions there's often times where you can hear the other person on the call but they can't hear you, as if the upload side only isn't working.
@jor123 , your description is symptomatic of the dropped call problem that was very widespread some time ago. It looks like it remains a problem in certain parts of the country and perhaps under control in others. In the GTA and west coast, I am pretty confident that the problem is resolved, not to say that it could not come back again (touch wood). BTW, I don't believe that phone settings matter although some have reported that it can make a difference.

It's actually getting worse in the Comox Valley (Vancouver Island).

Can't agree on "PM acknowleges the problem and is working on a solution": CSR blames my phone and suggests that I get a new phone approved by Public Mobile. This is an unlocked Pixel 6a with all the latest updates (ie it's on PM's VoLTE white list), done all the common trouble shooting. Swapped in a Lucky, Fido SIM to compare, and have zero problems on the Freedom line, dropped calls are on Public Mobile only...

Re: Dropped calls

hTideGnow — Fri, 14 Jun 2024 00:53:33 GMT

HI @jor123

PM finally have an announcement to the problem, but no words when this will be fixed
https://productioncommunity.publicmobile.ca/t5/Get-Support/NEW-Dropped-Calls/m-p/1216025/highlight/true#M840134

Re: Dropped calls

jor123 — Fri, 14 Jun 2024 00:54:52 GMT

Yeah I just saw as well. Good to see I guess, hopefully there is a fix soon.