[FIXED] Dropped Calls

[Ck_PM]

[Update as of 3:00PM ET 19/06/2024]: A solution for this issue was successfully implemented earlier this morning that should have resolved this issue for most customers. We understand some customers are still experiencing issues, and the team is working diligently to diagnose and resolve.

Hello Community,

We are aware that some of our subscribers are experiencing intermittent wireless service. We want you to know that our team is actively investigating this issue and is working around the clock to resolve this as quickly as possible.

We understand the importance of staying connected and we will make every effort to keep you, the Community, informed of our progress. We thank you for your patience and we appreciate your understanding during this time. Please continue to check this Community post for the latest updates.

- The Public Mobile Team

[Nick271]

Hey buddy, I'm not talking about features. Simple calls were dropped every day. You have no foot to respond to me. Let Telus provide me an answer. I paid for service and I didn't receive service or even an answer. So please keep your comments to your self as you provided an opinion that was not needed. So much for customer service. 

[fixin1]

@Nick271 - Probably Not, like it wasn't a full blown outage like rogers in 2022.

And that is what you are getting into, no hotline. Go to TELUS or Koodo or other carriers to get the premium features. It is a basic provider - usually made for the more tech savvy people or kids.

And plus, TELUS just increased their profit.

[Nick271]

what about a credit voucher for all the inconvenience caused by our carrier.  It should be automatically issued to everyone as this dropped calls happened to everyone.  It's just most don't use our app and forums to complain as it's too much work. If you had customer service number your lines would be full trying to deal with the problem.  Please think about this carefully as this usually leads to loss of customers.

[Amped]

So not only did they fail to fix it, they actually made it worse?  🤦

[Amped]

Saying it's fixed tells me that they don't have a clue what is going on!  In other words, they don't know what the problem is yet...

[PBForMe1]

How is this solved if calls are still dropping? Was this just a PR exercise? I just saw my girlfriend on her phone drop twice in 20 minutes while talking to her family. 

[acinyyc]

@Ck_PM 

This is not solved, please adjust the title and continue to treat this as priority. I’m kicking myself for joining PM right now

[rs97ap]

Not sure what exactly was fixed but I am still experiencing dropped calls. On top of dropped calls - looks like now I am getting calls that are getting missed without any ring!

Great job! 👍

[maurelle]

Yeah, sorry, not solved at all.

Did all the device trouble shooting again (ie restart phone, remove and reinsert the SIM etc), have full bars, and technically stay on VoLTE, on an up-to-date Pixel 6a (which works perfectly on Freedom, Lucky and Fido). Calls still drop.

Now that we're paying full plan cost there is zero excuse for having to put up with inferior service. Will port out the last lines at the earliest convenience.

[Amped]

My call dropped at 6 minutes 39 seconds.

[acinyyc]

tried calling my number and got a line is not in service message, called back again and it went through

Then did a test call and it dropped at exactly 6:01 on the call timer

issues are still present 

[TheFizz]

Unfortunately my calls are still dropping.

[Amped]

I was just on a call.  Public Mobile to Public Mobile phone and my call dropped.  This is not fixed!

[tkdmasterg]

This update is great news. I never had any problems with dropped calls until this June. Thanks for the speedy repair PM!

[Dunkman]

The fix should help with customers who did not have past history of dropped calls.  

Customers that were prone to dropped calls as a result of their location/network strength will remain the same.

[funpig1]

PM just announced that they have fixed the issue.

I made a test call to a Rogers number and still find that my call cannot go through. It just gives me a message that I telephoned a Rogers voicemail which has not been set up. I can make the call using my landline.

Everybody should test their service to see if they still have issues. 

And everybody that has been affected should still claim compensation for the service issues, either directly through PM or via CCTS.  Good luck.

[rs97ap]

I have made a complaint to CCTS and others should do the same. It is unacceptable that the issue has been ongoing for a few months but they simply brushed things off.
Please just don't be "thankful" that they are looking for a solution. Open a ticket with PM and make a complaint to CCTS - that's how you can build a pressure on them to find a speedy solution.

[Bry_guy]

I also have experienced many dropped calls. I reported this back at the end of April informing Customer Service Agent that this was going on for me since the beginning of April, there were times where I had false hope as there would be the odd day that I had no dropped calls, but it just started up again on another day.

I tried switching sims, went through the steps that Support wanted me to try, even had a callback that didn't/couldn't resolve the issue, calls have dropped at more than one location and continue still. I'm not documenting my drops anymore.

I've had to switch one of two lines out due to this issue so I could have at least wifi calling and made sure it wasn't koodo or telus getting my business for having to do this, so for me now it's just a wait and see if this issue gets fixed before another provider/competitor scoops the rest of my business with a comparable plan.

It would be nice to be informed when an actual fix is coming.

[kork]

Happened to me yesterday with my bank.

[Flora2024]

We have experienced this also. It's especially frustrating when calling some customer service numbers. Sometimes, when I'm on an 800 call, it automatically disconnects, causing me to have to queue and wait for a long time to explain my issue again.

[tkdmasterg]

Thanks for looking into this!

I was on a trip to Toronto earlier this month and it happen to me at least 3-4 times. Then, the other day while trying to deal with utility companies it happened twice. Quite frustrating when it's a 1-800 number and you can't call directly back to the same person. 

[Danjohn2023]

UPDATE

So I'm still getting the disconnects even after network reset . Monday not many calls maybe 1 disconnect between us Tuesday yes there were at least 3 to 5 disconnects both phone were reset. Please check my call logs. So the issue is still on going please fix and I have filed a complaint with public my ticket number is .

I'm looking for compensation and a complete resolution to the disconnect issue. I will be filing complaints with the CRTC AND CCTS in the next few days if no follow up  please keep me updated. 

[TelusPrey]

Hey. If it isn't too late you may want to consider keeping the card active. Nonsensical as it seems, canceling a credit card negatively affects your credit rating. 

[Nick271]

This is often for me too and their is another interesting thing their are numbers on Roger's  network that we can't call but when we use what's app there are no issues. It is a Telus/ Public issue. 

[funpig1]

@Jedi1 @dappertiem @TopShape 

File a complaint with both CS-Agent and CCTS and demand compensation for loss of service and inconvenience. Good luck.

[Jedi1]

We have experienced this also.  I am unsure about recommending the service before this fixed.  Sometimes when I call my husband, it will say his number us not in service as well so I have to dial a second time.

[smurfit]

Again today. Dropped my call at 33min and again at 3min. I have to use alternate services to complete a conversation. Are we going to get any compensation?

 

[dappertiem]

Some years back the government of Canada actually had to get involved because Telus was taking months to fix people's phone lines. Some were quoted as taking near a year. So yeah, Telus is not really known of being Jony on the Spot with helping its customers solve network related issues.

I suggest contact the CRTC and reporting it. The more people that do, the more likely they'll understand that this is not an issue you can calmly just sit back and "investigate." 

https://crtc.gc.ca/eng/phone/plaint.htm

My line has been dropping since April. April 4th was the first incident for me. That's quite a while to just leave customers hanging.

[TopShape]

Good evening all!  Just like all of you I have had multiple dropped calls again today.  If we just complain in this forum it looks like it will remain in this forum.  I suggest that we tale it a notch higher and start complaining on Facebook or even get CTV news involved to investigate why we are experiencing terrible serious and response from PM.

what do you all think and suggest?

cheers!

[Amanster]

Yes my phones been dropping calls ever since I joined Public.
Please fix this ASAP