topic Re: Dropping calls in Get Support

Dropping calls

Inder_ — Tue, 12 Nov 2024 11:36:47 GMT

I have a dropping call problem, so many times call drops and most the time on call change network 5G to 4G during call loosing voice distribuing and then drop calls?

Thanks

Re: Dropping calls

Phil_Adelphus — Tue, 12 Nov 2024 11:56:35 GMT

@Inder_ What phone do you have, is it on the Public Mobile approved VoLTE list at the bottom of the page from this link?

https://www.publicmobile.ca/en/on/get-help/articles/volte

Re: Dropping calls

hTideGnow — Tue, 12 Nov 2024 12:06:10 GMT

hi @Inder_ did the network change from 5G to 4G or 3G? If it changes to 4G, it is using VoLTE, which is supposed to be better

What phone do you have?

Make sure your phone has the latest OS, and check for Carrier Profile as well if you have an iPhone

try Reset All Networks on your phone and hope it helps. If not, just for tes5, change network mode to 3G and check if using 3G voice is better

you can try using your sim card in another phone

Last, ask PM support to refresh your account

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Dropping calls

Inder_ — Tue, 12 Nov 2024 12:06:34 GMT

I have samsung s23 ultra phone

Re: Dropping calls

hTideGnow — Tue, 12 Nov 2024 12:08:13 GMT

yes @Inder_ S23 U will use VoLTE by default

check what I suggested to test above

Re: Dropping calls

Phil_Adelphus — Tue, 12 Nov 2024 13:41:22 GMT

@hTideGnow If it changes to 4G, it is using VoLTE, which is supposed to be better

My understanding is that some phones show 4G when they are really connecting to 3G, some non-VoLTE phones will drop from LTE to 4G on calls. It's rather confusing! Perhaps the better way would be to look for the IMS registration in Settings. That phone should work for VoLTE on PM as long as it matches the build number given in PM's VoLTE list.

Re: Dropping calls

hTideGnow — Tue, 12 Nov 2024 13:48:25 GMT

hi @Phil_Adelphus no , my understanding is that it won't drop from. LTE to 4G, it might show LTE to H+ or HSPA or WCDMA

(I believe OP sees 5G drops to 4G because it is not using Vo5G but VoLTE, and OP has an S23z so, it users VoLTE)

for most phones, 4G is really 4G , which is LTE. But there are different ways to show 3G

Re: Dropping calls

Phil_Adelphus — Tue, 12 Nov 2024 15:03:20 GMT

@hTideGnow my understanding is that it won't drop from. LTE to 4G,

There have been a couple of threads where people noticed their phone dropped from LTE to 4G on calls. I know the terms 4G and LTE are often used interchangeably but in some contexts they are not exactly the same thing but any explanation thereof is over my head.

I think on Samsung the IMS registration is under Sim Card Status in settings. That will say whether it is registered for VoLTE or not.