topic Re: Drop calls in Get Support

Drop calls

Watters — Thu, 11 Jun 2026 01:46:39 GMT

I just bought a new phone and got an eSIM. My calls keep dropping and I can’t always be heard by the person on the other line. Please help

Re: Drop calls

slusagm — Thu, 11 Jun 2026 01:53:57 GMT

What phone do you have?

did you try Reboot phone and Reset network settings?

if issue persists, you can ask PM to reprovision your account. Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Drop calls

Chalupa_Batman — Thu, 11 Jun 2026 01:54:51 GMT

@Watters wrote:
I just bought a new phone and got an eSIM. My calls keep dropping and I can’t always be heard by the person on the other line. Please help

Hello @Watters

This might actually be an easy fix. Swipe from the top of your phone down. You'll see an Airplane. Click on it and go into Airplane mode. Wait o minute and then turn it back on and reboot. If that doesn't work, try it again. This time, turn it on, then turn off phone for 5-10 minutes. Turn phone back on and turn off Airplane mode.

Worse case, you can go into Settings and reset your Network Settings. Then reboot.

Re: Drop calls

hTideGnow — Thu, 11 Jun 2026 02:00:50 GMT

hi @Watters

do you notice when you talking on the phone, is it showing 3G or 4G or LTE or 5G?

not sure if it has to do with VoLTE or not, check and confirm here:
https://www.publicmobile.ca/get-help/articles/volte

I also suggest you to ask PM support agent to refresh your account once

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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

Re: Drop calls

Watters — Thu, 11 Jun 2026 02:59:50 GMT

How exactly do I reset the network settings? Thanks

Re: Drop calls

slusagm — Thu, 11 Jun 2026 03:08:00 GMT

What phone you have?

Android

Samsung Galaxy: Go to Settings > General Management > Reset > Reset network settings. Tap Reset settings and confirm.

Other brands: Go to Settings > System > Reset options > Reset network settings

iPhone:

Settings > General, tap Transfer or Reset iPhone, Tap Reset at the bottom, then choose Reset Network Settings

Re: Drop calls

Watters — Thu, 11 Jun 2026 03:15:59 GMT

Thank you

Re: Drop calls

softech — Thu, 11 Jun 2026 08:39:58 GMT