topic Re: Static and drop calls in Get Support

Static and drop calls

cfdeguire1 — Fri, 23 May 2025 21:02:38 GMT

I have been having trouble with calls being dropped or the person I'm calling can't hear me (I can hear them fine) and/or they get a static like sound. I have a new phone Samsung S24FE. This has happened with both local and US calls and when I'm walking and staying in one place. Is there a system issue or any suggestions

Re: Static and drop calls

softech — Fri, 23 May 2025 21:04:04 GMT

@cfdeguire1

try Reset Network Settings on your phone and check again and see if it helps

if not, you will need PM agent to reprovision the account for you. Please engage them by submit a ticket:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Static and drop calls

CSA_PM — Fri, 23 May 2025 21:22:49 GMT

Hi there.

Please try reset network settings. Is it is still happening let us know.

Re: Static and drop calls

hairbag1 — Fri, 23 May 2025 21:55:14 GMT

@cfdeguire1

I'm not a Samsung guy...but check to make sure that VoLTE is enabled in your cellphone settings. Your phone is on the Public Mobile VoLTE whitelist so as long as it's enabled in settings, see if that makes a positive talk experience.

Re: Static and drop calls

cfdeguire1 — Fri, 23 May 2025 22:23:17 GMT

what is VoLTE and where do I find that? I've done a search on the phone and got nothing

Re: Static and drop calls

hTideGnow — Fri, 23 May 2025 22:28:38 GMT

hi @cfdeguire1

VoLTE is voice over LTE. Your phone has it and it is on PM's VoLTE whitelist, ie, you can use it. But you don't need to enable it as the system would have enabled it for you (and it will also hide that option from your phone as well)

but check if PM support and confirm, they might need to refresh the account on the system

submit a ticket with CS Agent using Chatbot here:
  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 ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage