topic Re: Just transferred to PM - my speed is terrible anything to be done? in Get Support

Just transferred to PM - my speed is terrible anything to be done?

Waywen — Tue, 26 Nov 2024 19:48:49 GMT

Just transferred today, I rebooted my phone several times. Speed is only a few mbps was getting very fast speed previously with videotron(I’m in Barrhaven). Does it take time to fully sync, what do I do if speed doesn’t increase, is there tech support. Can I get a refund if I leave?

sorry pretty basic questions

Re: Just transferred to PM - my speed is terrible anything to be done?

Handy1 — Tue, 26 Nov 2024 20:00:56 GMT

@Waywen Could just be network congestion , I get better speeds at different times of the day and in different areas at certain times . No ryhme or reason for it . Typically pre paid providers do not give refunds so if your. Not satisfied with the service i would say just port out couple days before your next renewal date to minimize money lost . But you can try and ask support for refund , just don’t think they will help thou

Re: Just transferred to PM - my speed is terrible anything to be done?

Chris_ — Tue, 26 Nov 2024 20:10:31 GMT

Does anyone here know, maybe Videotron uses a slightly different variant of technology than PM/Telus? I remember over 10 years ago there was a few different technologies being used among cellular carriers. Telus/Bell using CDMA, Rogers GSM?, and Wind Mobile came into the scene using different bands...

Maybe something like that going on here? Different bands for data, cellphone not having the best bands for PM?

Re: Just transferred to PM - my speed is terrible anything to be done?

Handy1 — Tue, 26 Nov 2024 20:12:17 GMT

@Chris_ Could be device issues compatibility @Waywen what phone you have @Chris_ might be onto something

Re: Just transferred to PM - my speed is terrible anything to be done?

hTideGnow — Tue, 26 Nov 2024 20:15:45 GMT

hi @Chris_ @Waywen @what phone do you have?

did you try Reset Network Settings? or try your sim card in another phone?

if tried and same, ask support to geck further and reset 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

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Just transferred to PM - my speed is terrible anything to be done?

Phil_Adelphus — Tue, 26 Nov 2024 20:15:47 GMT

@Waywen I've always had good speeds in the Ottawa area, often up to the maximum Public Mobile advertises for my plan. If you want to contact customer support open a ticket at the chat icon bottom right of this page.

Re: Just transferred to PM - my speed is terrible anything to be done?

Waywen — Tue, 26 Nov 2024 21:44:17 GMT

Thanks all. I’ve reset the phone network setting still have a problem. One of our phones still on the old provider is getting 200mbps vs PM 2mbps.

I’m just wondering if I need to switch back or of this is an account set up problem.
I’ve submitted a ticket.

Re: Just transferred to PM - my speed is terrible anything to be done?

Waywen — Tue, 26 Nov 2024 21:45:17 GMT

iPhone 13th, should be fine I would think

Re: Just transferred to PM - my speed is terrible anything to be done?

Waywen — Tue, 26 Nov 2024 21:47:22 GMT

I will try to reverse charges with my CC company if convenient. Shouldn’t have these problems in the “city”.

Re: Just transferred to PM - my speed is terrible anything to be done?

hTideGnow — Tue, 26 Nov 2024 21:55:09 GMT

hi @Waywen don't try to reverse it with your credit card if you need to port the number out. Your PM service will be suspended at once with the charge back and you would not be able to port it out

Re: Just transferred to PM - my speed is terrible anything to be done?

Handy1 — Tue, 26 Nov 2024 22:01:56 GMT

@Waywen I have iPhone 16 pro max on 5G plan and still only get 3G at times here check my screen shot and that’s in HRM with plenty of 5G towers but in the basement of house

Re: Just transferred to PM - my speed is terrible anything to be done?

Waywen — Tue, 26 Nov 2024 22:17:16 GMT

I actually went for a drive and see that the speed is fast in other areas so I just need to decide if I’m okay with terrible speed here.

Thanks for the response.

Re: Just transferred to PM - my speed is terrible anything to be done?

Waywen — Tue, 26 Nov 2024 22:18:07 GMT

I wondered about that, I would need to port out first. I might stick it out for the month then switch.

Re: Just transferred to PM - my speed is terrible anything to be done?

Phil_Adelphus — Tue, 26 Nov 2024 22:26:11 GMT

@Waywen Mine is an iPhone 13 also and I'm in the Ottawa area on and off and never had speed problems there. I don't recall trying it in Barrhaven but since you went for a drive you should have got better than you currently are somewhere. I found it a bit lower around the Civic Hospital area one time, but up to and maybe slightly over 250Mbps in other spots. In some areas of Ottawa the phone shows 5G+. So something is not right, hopefully support can figure it out. You don't have the phone on low data mode by any chance?

Re: Just transferred to PM - my speed is terrible anything to be done?

Phil_Adelphus — Wed, 27 Nov 2024 16:05:45 GMT

@Waywen I just did a speed test in Kanata, 257Mbps down and 26Mbps up, FWIW.