topic Re: Dropped Calls in Get Support

Dropped Calls

Greggbran — Fri, 24 May 2024 11:43:30 GMT

I have tried everything to attempt to resolve the dropped call issues I have been having including multiple sims/ Esims, New Iphones ,reset network , change to 3G or 4G instead of 5g on or 5G auto and the list goes on . I have asked for a couple of network resets on their end as well ... Signal is usually strong . I have contacted support (CSAgent ) on a few occasions and spoken to them in an attempt to resolve the issue ..... still with no resolution .. I am a very patient person but it is wearing thin... Does anyone else have this issue on a regular basis.. I am out of ideas .. Gregg

Re: Dropped Calls

Greggbran — Fri, 24 May 2024 11:44:36 GMT

I have also asked for a couple of Network resets on their end

Re: Dropped Calls

Dunkman — Fri, 24 May 2024 11:56:21 GMT

@Greggbran

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: Dropped Calls

Greggbran — Fri, 24 May 2024 12:05:28 GMT

Tried that a few times. Thanks

Re: Dropped Calls

Dunkman — Fri, 24 May 2024 12:13:32 GMT

@Greggbran

I did post this call dropping issue to PM management and they said that they were looking into the issue. It was several weeks ago. I will ask for an update.

If you have a physical SIM card, maybe try it in an android phone. To see if iPhone issue with PM.....

Re: Dropped Calls

Greggbran — Fri, 24 May 2024 12:37:13 GMT

Thank you . I have tried 3 different iphones . I even purchased a new iphone and still have issues My wife and a few friends have iphones and androids with PM and no issue of dropped calls. Just me .. Very unusual . I have tried 2 new physical sims and 2 esims to no avail !! Its not the sim or the phone IMO ..

Re: Dropped Calls

Dunkman — Fri, 24 May 2024 12:43:32 GMT

@Greggbran

I agree that unlikely to be SIM card or phone issue (since you tried several ones)

Maybe try CSA again. Ask to be escalated to technical team to look at your account.

I will update this post if PM management responses to my follow up post.

Re: Dropped Calls

Greggbran — Fri, 24 May 2024 12:58:38 GMT

I was escalated to the technical team ( Spoken with them on a few occasions ) and still no resolution .Unfortunately I lost the contact info of the person who I was speaking with in the tech dept. I have contacted support and hope to speak with tech again... Would doing a number change make any difference ? Im grasping at straws here

Re: Dropped Calls

Dunkman — Fri, 24 May 2024 13:10:37 GMT

@Greggbran

Not sure if changing numbers will make a big difference. If you are not attached to your number, you can try to change. However, you will unlikely get that number back. If you change number, the original number goes back to the original mobile company that you signed up for.

You could try the lost/stolen phone trick that previously worked for payment issues. Seems to reset your phone at backend.

In your self service account, report your phone lost/stolen. Logout. Log back in and then report your phone found.

Re: Dropped Calls

funpig1 — Fri, 24 May 2024 13:45:52 GMT

@Greggbran

I sometimes experience drop calls at my house but I am at the edge of a dead zone. When I change location, my signal is better and I don't experience as many drop calls. Have you tried changing locations or does it affect you everywhere? Good luck.

Re: Dropped Calls

Habsy1 — Fri, 24 May 2024 14:20:27 GMT

When calls get to be about 15 - 20 minutes, I get disconnected. This has happened more and more over the last month or two. Short calls are fine. I've switched plans, and it hasn't helped. It's extremely frustrating. I have a ticket out, but if it's not resolved, I'll have to switch providers.

Re: Dropped Calls

Greggbran — Fri, 24 May 2024 14:39:10 GMT

I have the same issue . There has to be more people out there experiencing this .. this is my 3rd ticket on this issue !! If you get any resolution please let me know ...

Re: Dropped Calls

El-Tabador — Fri, 24 May 2024 17:28:34 GMT

I have issues with dropped calls- seems to be good for awhile then there are periods when I get alot of dropped calls -This week has been really bad . I have done all the tips and tricks reset network settings / reboot phone /turn off auto on network/even tried switching to 3g and I have a telus tower less than 200m from me so it not a signal issue .

Re: Dropped Calls

Greggbran — Fri, 24 May 2024 19:01:15 GMT

That is Strange ..there has to be a solution .. Data and everything else is fine ?..Its just voice calls ?

Re: Dropped Calls

Colbydog — Fri, 24 May 2024 20:18:03 GMT

This just happened to me as well! I was on the phone with CRA and after about 10 minutes the call just dropped (or "failed"). Double frustration as I've been trying to get ahold of CRA for the past couple of weeks and their phone queues are stupid. I'll try @Dunkman's solution. I hope PM gets to the bottom of this.

Re: Dropped Calls

smurfit — Mon, 27 May 2024 20:55:52 GMT

Same issue here in BC. On $15 100min/unlimited incoming plan. Calls drop constantly around 9min. Other family members on higher priced PM plans seem unaffected. Customer service claims it is likely due to my phone not supporting VOLTE, but neither do any of our other phones. Furthermore I tried forcing the phone to 3G only mode and the issue persists. I have been in the same location for 12 years and always on Telus and then PM as of 7 years ago.. never had many dropped calls. Now it is almost every call. I thought PM is the same network as Telus, but it seems maybe not anymore?

Re: Dropped Calls

Habsy1 — Mon, 27 May 2024 22:20:33 GMT

CSAgent did a network reset on Friday. That didn't work. It happened again today. 15 minutes into the conversation. Public is making it a new ticket (even though they didn't fix the problem the first time), so I'm repeating all the information to the CSAgent. Very very annoying.

Re: Dropped Calls

Greggbran — Mon, 27 May 2024 22:49:04 GMT

Ya I have spoken to CS agent and Tech support 3 times in the last 3 weeks . They said they did a network reset each time again .. still dropped calls . My brother same problem .. Does anyone know what they do when they perform a network reset ? I'm in Nova Scotia

Re: Dropped Calls

Greggbran — Mon, 27 May 2024 22:53:20 GMT

I am in Nova scotia and I really dont know what is going on Im on a 5G plan Can/Usa .. Doesn't make sense why it would be different for different plan if they are all 4G and 5G ... Somes day its fine ..Other days like today 3 drooped calls ..Some 10 minutes , some 20 .. Never had an issue with telus or PM up until a few months ago . Something must have changed ... I am going to get to the bottom of this ...

Re: Dropped Calls

hTideGnow — Mon, 27 May 2024 22:59:45 GMT

HI @Greggbran

seems like you tried everything you can.

there have been some posts about dropped calls in the last 2 weeks, but your issue might be way before that

you tried 3G? but did you tried for couple days?

And for dropped calls, it just dropped after couple minutes? or the calls not get to you at all?

And what city you are in? any of your friends on Telus or Bell have similar problem?