[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

[Steph_Hicks]

Good luck!  Hopefully they get it fixed permanently this time.

[Daisy22]

I’m currently in the middle of a Private Chat with Customer Service to try to get it resolved. 🤞🏻. Maybe try that?

[Nick271]

Same thing happens to me. 5g service that is all garbled up . Awful service that drops constantly. 😢 

[Daisy22]

Definitely not fixed. My calls are garbled for the other person and dropped. Lucky to get 1 bar, even when on wifi. We had a forest fire evacuation scare recently, and I couldn’t properly connect to ANY of my family members!  Not acceptable! Never had a problem before this year, and want to stay with PM, but needs to be fixed!  We have referred many friends and family and now they are not very happy. 

[acinyyc]

Starting to experience dropped calls again… 21 minutes exactly on the timer

[CharlieWhisky]

In the community we are clients like you trying to help. I suggest you contact a Public Mobile agent by private message. 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[xsparky]

Hi

I I live in Port Coquitlam, BC right behind The Costco area. I have been experiencing dropped calls this past summer, and this past week has me dropping calls 2-3 times per day as of Oct 7,2024. 
I have the latest Apple device 15. 
This is a network issue!! Please fix this Public Mobile (Telus).

[Dtack]

I agree, my calls have started dropping again within the last few weeks and I have moved to 3g as a temporary fix (but what happens when 3g is no longer available?)  It has been a temporary fix and sometimes my calls drop after 3 mins, sometimes maybe 15 or 20 mins.  Yes I have done everything except haven't contacted a CS agent to reprovision the phone (again).  I hope they are able to find a permanent fix to this problem!

[Bry_guy]

I've had 3 dropped calls over the last few days, looks like we're back to the same old problem again. I was on hold for 20 minutes only 3 more people in the queue and my call drops! This prompted me to come back here and say that this issue is not fixed at all, maybe temporarily but definitely not permanently.

Looks like I'm not the only one again either.

I've moved one line away permanently and it looks like I'll be moving this line to Rogers as well. I cannot continue to support this TELUS brand if the issues are not being resolved.

[Tom22335566]

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@Rkmdh wrote:

I had two dropped calls the other day while I was in the midst of getting tech support for something else. I wasn't impressed. I ended up changing the setting on my phone to 3g for the next call which didn't drop but I don't know if that was what made the difference or not. If a person has 5g then that should be supported and we should expect reliable service. Calls should not be dropping when they are less than 15 min long. 

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This thread has been marked "Fixed", but the dropped calls issue is clearly NOT fixed. I was dealing with this months ago and eventually had to switch my wife out to Fido. Since on Fido, she has had ZERO issues with voice calls. That was 4 months ago. When I have a serious call that cannot drop, I use my work phone which is on the Rogers network. I only put up with this because I'm not willing to pay much for my personal phone.

[Rkmdh]

I had two dropped calls the other day while I was in the midst of getting tech support for something else. I wasn't impressed. I ended up changing the setting on my phone to 3g for the next call which didn't drop but I don't know if that was what made the difference or not. If a person has 5g then that should be supported and we should expect reliable service. Calls should not be dropping when they are less than 15 min long. 

[Rajatgdp]

I have not received any issue of call drops and my whole work is on receiving and calling no. As i am into marketing and the fact is I am in rural part of Edmonton. And i travel a lot between bc and alberta. Nada! Never received a problem with calls. Initially it was there in starting of May and ending of that crapy month apart from that its a great service. 

[TelusPrey]

FWIW I complained to my credit card company about paying for a service I was not receiving and my most recent Public Mobile charge was reversed. I've been with Lucky Mobile since late May and nary a dropped call. 

[dappertiem]

This problem does not seem to be fixed. The last 2 calls I have received have dropped. The issue manifested at the start of April and despite this post, has never really went away.

I am at the limits and will be filing a complaint with the CRTC and the BBB as well as not renewing my plan in Nov.

[vince90cay]

Since Friday Sep 6 2024, there is a total Public Mobile outage in my area, that customer service finally recognized.

It is often impossible to make a call or in the best case, all calls drop off after 2-6 minutes with weird noises just before. After call drop, I am sometimes completely unable to make a call again. If I can make a call again, it disconnects in the same way after 2-3 minutes.

PM customer service doesn't carefully read messages and their answers are irrelevant, so we need to write same questions over 3 times. Last June, I have insisted to open a ticket about the Telus cellular network that is very bad around the Shefford mountain near Bromont (QC), as recognized by the Telus Network Team. Lots of people in my area have same issues, but no action is taken since years from Telus and flankers.

According to Telus, only solution is to use voice over Wifi (unavailable with PM) or to switch provider, what I am thinking much more since Sep 6 total outage still there after more than 2 days.

[mixxim10]

Seems better - I however noticed that I'm connected to koodo and not public.   This happened after an IT specialist called me with my concerns regarding dropped calls.

[funpig1]

@AmyDawne @congtubot 

PM alleges that it has apparently fixed the acute dropped calls problem that affected users repeatedly and unexpectedly over the last couple of months. 

However, I believe if there is heavy network congestion or if you are in an area with a weak signal, you will still experience drop calls. This type of drop calls can affect any network including Telus, Rogers, etc.

[PBForMe1]

Seems they just silently changed the topic to "Fixed" - I have my doubts. 

[AmyDawne]

Same here - cut off at 15 minutes. Hubs had a dropped call yesterday too. Ugh. 

[congtubot]

It has been good for the last few days but today I was disconnected in the middle of a call.

[slusagm]

I think the issue is fully resolved

[TheFizz]

I haven't noticed a dropped call in a few weeks, but please continue to investigate so it never happens again.

[Dunkman]

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@Firebolt88 wrote:

Any update, what is the progress of the full fix? 

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@Firebolt88 

According to PM staff, the drop call issue has been resolved for customers.  However, some customers may still experience network congestion issues which may affect voice calls. 

Looks like fewer complaints recently on this forum about this issue. 

[rs97ap]

I also got tired and switched over to Bell. Over 10 days and number of high duration calls later - there hasn't been any issue with Bell.

[kork]

I doubt there will ever be a fix. They’re stringing customers along a month at a time to prepay for their service while hinting that they’re looking at it.  But the tech I talked to said it was an issue with bell towers when not connecting to Telus and how they treat prepay customers.

I switched to Telus 2 weeks ago and issues are gone.  Same network, perhaps… same priority,  nope!  I only came back here to pocket because I got an email notification that people were active I. This thread.

[Firebolt88]

Any update, what is the progress of the full fix? 

[tech24]

I switched away from public mobile a week ago, haven't had a single issue since.  After seeing an issue a day or two ago concerning network congestion I have to say my general dislike for Telus kicked in as I seriously believe this a push to get people to switch to Telus by making this unstable and unpredictable.  I suggest if you have issues ditch this crap and move on.  A Canada US calling / data plan is not worth a thing when it's based off of a crap network.  Just saying I would have loved to keep my Can/US plan but this dropped call nonsense isn't worth it.  Also I don't for a second believe they will fix this.  My opinion just saying 

[Rajatgdp]

Yeah that has been there. I feel as there are some areas where there are no network coverage so when moving in and out despite signal the no calls conditions do apply. It happened with me in jasper place and also on 45th avenue in Edmonton. 

[hTideGnow]

@@ while complain is a valid path for compensation, it is more important to get the service fully functioning 

@Ck_PM , any good news?? some not just have dropped calls but also no calls at all

[funpig1]

@TopShape @Nick271 

The service issue credit was discretionary. You are at the the mercy of the agent or tech support.

Given that this is an acknowledged network issue, you should file a CCTS complaint and let them deal with PM on your behalf. Once there have been a few decisions, there will be precedents set as to whether customers can get compensation for future service issues. Good luck.