[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

[TopShape]

Thanks for the update funpig1.  I’ve been explaining my situation to 4 different customer service agents who just give me the runaround and want me to start logging calls (date, time, number that I had called or who called me, etc, etc, etc….) so that they can “determine what is causing the dropped call problem “.  They think that we have time in our day to track every call we make or receive, when they already have this information digitally logged!!  It’s their way of frustrating us so that we give up and live with their problematic network without giving us all a credit.  One agent also told me that I should switch cellular providers if I’m not happy!!! Do you believe this?!?!?  They would not last if they were my employee and answered a client that way!  I’ve been in telecom for 30 years and never responded to a client that way.

I was also sent a text saying that I should open a case with CCTS if my problem has not been resolved!  What a joke!

Good that you got some form or credit…. PM should show some Goodwill and automatically give it to everyone else since it is their network issue afterall!

[golfball]

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@jhhead wrote:

I had this today when I made a call it appeared to ring for a second then I heard a noise and checked the phone and it showed:

Server unreachable. Call terminated due to a problem with the network.

Would this also be one of the symptoms or part of the issue? 🤔

(I did call back after and the call went thru properly)

 

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Please fix your network issue PM. Your customers are reliant on having stable service.

[Asifk]

Public Mobile set this text message out this morning:

Public Mobile here. Unresolved complaint about telecom or residential TV service? CCTS may be able to help. 1-888-221-1687 or https://www.ccts-cprst.ca To learn more about your rights as a wireless consumer and to view the consumer checklist, visit https://www.publicmobile.ca/privacy-legal Free msg.

Please take a moment to fill in the form and officially complain...  This is getting ridicules !!!!!

[tech24]

Well after dealing with dropped calls at worst possible times last night it even killed my WhatsApp only second time I’ve seen it both on public mobile.  Switched to a different provider as this is totally ridiculous.

[Zanerz]

I really hope this was resold for you all.

I know how frustrating this all an be... especially in todays digital world.

Best Wishes 
❤️

[jhhead]

I had this today when I made a call it appeared to ring for a second then I heard a noise and checked the phone and it showed:

Server unreachable. Call terminated due to a problem with the network.

Would this also be one of the symptoms or part of the issue? 🤔

(I did call back after and the call went thru properly)

 

[FrankyJr1]

I just had a call dropped, I was on the line with the bank... This needs to be fully resolved!

[porcupine]

i am also experiencing calling issues every day .hopefully it get resolved soon getting tired of dropped calls

[EdN]

I had a couple of long calls on Saturday with no issues even though my signal strength from home is poor (-118 dBm)

[slusagm]

@Ck_PM 

is the problem fully resolved yet

I made 2 calls today, they both long, but no problem.  But I didn't make enough to say it is resolved.

and I don't see anyone talk about it today, is it really resolved?

[Rishabh_Saxena]

that's true. Hope they become serious and solve this issue.

[mixxim10]

perhpas public mobile should offer good will credits to customer plans!  this is getting ridiculous as they pretend the issue has been resolved meanwhile everyone is complaining on the boards!

[will13am]

If the problem was as simple as that, it would be easy to allocate a little more resource to Public Mobile.  Remember this problem has been been around for 6 months on and off.  

[will13am]

Totally irrelevant.  Roaming data setting has nothing to do with calling.

[golfball]

I think it may just be a glitch. I can't think of any other explanation for calls getting cut off at exact intervals of time. The service is more reliable on Telus but it's just because they haven't fixed this glitch on PM.

[hTideGnow]

hi @congtubot then just ignore.  He is with Telus, don't want to help with other PM issue and  and just try to sell Telus to you 

[congtubot]

It's not a Public Mobile CS agent but a member from the Telus technical team who worked on my ticket that was escalated by the CS agent. I believe that technical team deals with problems for Telus and all subsidiaries so they might have a broader perspective. I don't have any name and his phone contact is just the general Telus number 1-866-558-2273.

[acinyyc]

I’ve noticed I haven’t had any dropped calls since I enabled roaming, give it a try but ymmv

[kork]

I received a call on Saturday from a PM Tech after having a support ticket open for nearly a week. 

I very much appreciate the honesty from the agent. He was professional even if the info was not ideal. I'm frustrated that I was under the illusion that Telus is Koodo is PM.  I was with Koodo for 10 years an no issues with call quality or drops. But switching to PM has been drop call after drop call. I only switched for the Canada/USA plan for the few weeks of the year we travel with the family and rely on Apple Maps for Carplay and 2FA notifications while travelling.

The tech has a ton of details on my calls and indicated that where I make 80% of my calls (home) I'm connecting to a Bell tower. But Bell has a narrow range of frequencies for PM to leverage and their own traffic is prioritized. At least, that's how I understood it. Wifi Calling would help solve that, but no prepaid providers offer that, I was told.

That doesn't explain dropped calls elsewhere and I had indicated a friend of mine that I referred made the switch and he's having dropped calls like crazy. 

I'd MUCH RATHER have truthful data so I can make my own decisions. It hurts to walk away from PM. I've already had three referral signups and my points are now useless. But Telus != Koodo != PM for quality and reliability.

I was also in downtown Ottawa this weekend.  My friend on Bell had a strong, stable connection. Mine did not. I had no connection. 

[hTideGnow]

@congtubot and @kork 

what was that agent??

It is ok to hear that from the Community , but I think that is unprofessional to be said from an agent.

[congtubot]

So tech support told you to move to a tier-one provider to get reliable service? That's what they told me as well. Maybe this is the new strategy for dealing with complaints about poor service? It's a bit strange to hear Public Mobile acknowledging that their service is unreliable outright.

[Rajatgdp]

I really think that the call service has been approved from the past few days. As here in edmonton where the network use to completely vanish away esp. in 118 ave and 37 ave. I know this because both are my workplaces and in spend most of my days there. But even i am getting one bar as that is the improvement the network has fewer call drops than normal. 

i would update more areas in coming days. 

[kork]

It was described that as a third tier service, priority is given to upper tier brands. Additionally, Bell and Telus share their networks but for PM, Bell only shaves off a small portion of their frequency for PM customers. Basically, third tier provider = third tier service, right from the mouth of PM tech. Same network, yes. Same quality of service, not even close.

[will13am]

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@congtubot wrote:

I myself have doubts about these explanations as well. But PM already told me the solution for a stable phone service is to move away from PM to a tier-one provider (not necessarily Telus) which is a bit odd to me  (essentially saying their service is not up to par - do not use theirs!).

If the dropping call problem is due to inadequate infrastructure, it will cost PM considerable money to upgrade/expand the capacity. On the other hand, if it's something else like a misconfigured configuration or some change/upgrade going wrong, why they are still not fixing the problem now (or if they are really trying to do anything) is puzzling since it's really going to have an negative impact on their image.

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Public Mobile is just a brand of Telus.  The infrastructure is owned by Telus.  I have my doubts that Telus would spend so much money to maintain this brand only to destroy it by ensuring the service is inferior.  Telling people to move to Telus does not work.  If that is what I need to get a reliable service, I would just keep walking until I reach a real competitor's front door.  

[kork]

Well after having a tech call me from PM and basically tell me that if I'm looking for reliable service to switch to another provider, I'm out. This has been a pretty eye openeing 40 days with PM and I feel bad because I already referred 3 other people who have signed up. I've got my new SIM coming from Fido.

Thanks for a pretty miserable mobile experience PM! BYE!

[congtubot]

I myself have doubts about these explanations as well. But PM already told me the solution for a stable phone service is to move away from PM to a tier-one provider (not necessarily Telus) which is a bit odd to me  (essentially saying their service is not up to par - do not use theirs!).

If the dropping call problem is due to inadequate infrastructure, it will cost PM considerable money to upgrade/expand the capacity. On the other hand, if it's something else like a misconfigured configuration or some change/upgrade going wrong, why they are still not fixing the problem now (or if they are really trying to do anything) is puzzling since it's really going to have an negative impact on their image.

[will13am]

@congtubot , I would love to believe this.  The conspiracy theorist in me thinks this explanation came from marketing.  Telus generally make more from customers that are on the tier 1 brand than tier 3.  The reports of dropped calls in the community come from a variety of customers, those in the big cities and in rural settings.  I can't imagine customer growth in a rural setting saturating the local tower.  If QoS is the cause they could front run this problem by adjusting the bandwidth allocation to Public Mobile customers in proportion to customer growth.  The dropped call problem was first announced at the end of 2023 and did not appear to completely go away, so it doesn't appear to be a known quantity.  I am not saying I am right.  However the facts don't appear to align with the explanation given.  

[funpig1]

@congtubot 

That is interesting.   I had a similar discussion with Telus tech support and they denied that there was any sort of call priority between Telus, Koodo or PM customers. However, they did say that higher congestion could lead to dropped calls and slower data speeds.

[Happy10]

Thank you for fixing this issue!  It has been happening a lot 

[Amped]

 So I'm in a different place where my signal is a little weaker, but here you go:  Band 5 CLR which is 850mhz.