05-03-2019 08:26 PM - edited 05-08-2019 09:30 PM
Most Recent Update
9:30 PM ET - May 8, 2019
Hey Community,
We can confirm that the solution our team implemented earlier today to address customers’ voice calls periodically dropping has been resolved.
We sincerely apologize for the inconvenience this service issue may have caused and thank you for your patience as we worked to find a resolution over the past few days and we recognize the frustrations you have felt. To that end, in the case of a technical glitch like we experienced, we want to be certain that the information we are sharing with our customers is accurate and helpful. However, as you have voiced, we too believe that updates should be timely as well. We have heard you and we are committed to improving our processes so we can keep you informed as much as we can going forward.
-Public Mobile Community team
Updates
Please click the spoiler for a full history of this service issue to date.
4:30 PM ET - May 8, 2019
Hey Community,
We have implemented a solution to resolve the issue causing customers’ voice calls to drop during peak times. We are actively monitoring the Community and our systems to ensure there are no further inconveniences to our customers. If you’re still experiencing this issue, please contact our Moderator Team by sending them a private message here and we can assist.
Again, we apologize for the inconvenience and thank you for your continued patience. We will provide a further update as soon as possible.
-Public Mobile Community team
12:00 PM ET - May 7, 2019
Hey Community,
We are aware that some customers continue to experience dropped calls during peak hours and our team is working to address this immediately. If you’re still experiencing this issue, please contact our Moderator Team by sending them a private message here and we can assist on a case by case basis.
We apologize for this inconvenience and thank you for your continued patience as we work towards a resolution. We will provide further updates as soon as we know more.
-Public Mobile Community team
12:00 PM ET - May 6, 2019
Hey Community,
We have identified the source of the technical issue causing select customers to experience dropped calls during peak hours. We've implemented a solution that we believe has resolved the dropped calls issues. However, we are monitoring and ask customers to reach out if you continue to experience any issues.
We apologize for any inconvenience caused and thank you for your patience. We will provide an update first thing tomorrow morning.
-Public Mobile Community team
May 3, 2019
Hi Community,
We have heard your concerns around some calling and service issues and we thank you for flagging them to us. After investigation, we have identified the cause of the issues some of you have been experiencing and want to share an update.
1. Dropped calls - We’re currently experiencing an issue in which select customers may experience dropped calls during peak usage times (approximately 4 to 7pm ET time). Text/data capabilities remain unaffected. Our team is diligently investigating the source of this issue and is fully committed to restoring normal functionality as soon as possible. Until then, we appreciate your understanding.
2. $15 Plan - We’ve successfully fixed an issue that affected the service for select customers who signed up or changed to the $15 100 minute plan beginning April 30. This issue arose at 12:15 AM ET on May 3rd, was identified by our team, and was fixed as of 1 PM ET May 3rd. We understand that staying connected is important, and we sincerely apologize for any inconvenience this may have caused.
We apologize for these inconveniences and the delay on our end in updating you officially. We always look to identify what the issue is and the impact while gathering as much information as we can before announcing, as we want to mitigate any concerns or questions you may have. However, we understand that those of you affected directly, want an update right away. To that end we are working on improving our internal processes in order to get in touch with you as quickly as we can.
Stay tuned as we will update you on the first issue as soon as we can.
Public Mobile Community Team
05-11-2019 08:20 AM
Just asking, just checking, those who are still experiencing dropped calls - did you power cycle your phone?
It was really bad for me for weeks, then they said it was fixed a few days ago and that I should power off then power on.. and I haven't had one dropped call since then.
05-11-2019 03:53 AM
Dropped calls are fixed..........no issues here ...PM did what they said..........
05-10-2019 09:36 PM - edited 05-10-2019 10:45 PM
Seriously, please...if you want this issue to be resolved, please post about your issues here: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Go-Elsewhere/m-p/367413#M69565
I have already moved on, I have no sword in this fight...hopefully you all can work this disagreement out...
05-10-2019 08:43 PM
All of you need to post in the other thread I started...
05-10-2019 08:22 PM
05-10-2019 08:21 PM
05-10-2019 08:20 PM
05-10-2019 07:43 PM - edited 05-10-2019 07:44 PM
@woodymaguire @sonician @Arman @FAUJ2 @black-knight I am so sorry to hear you are all still experiencing dropped calls and not being able to text and without any response from Public Mobile! This is not acceptable @Alan_K please help these customers!!! 😞
05-10-2019 06:48 PM
So much for a "Resolved" issue. I had to call back and wasted more time and mins. Going back on Hold to the number I called and got dropped from 😕
05-10-2019 06:44 PM
Just dropped a call 📱 10 mins ago. The saga continues! ! Public Bites!!
05-10-2019 06:44 PM
05-10-2019 06:34 PM
It's May 10th and still experiencing Dropped Calls. 😕 PM'd moderators.
05-10-2019 05:07 PM
05-10-2019 05:01 PM
I've now PM'd the @CS_Agent three times,and no one is responding
05-10-2019 03:43 PM
05-10-2019 01:50 PM
No one from PM has reached out to me, despite the fact that I had a call drop last night.
Is anyone else still experiencing them?
05-10-2019 12:53 PM
05-10-2019 12:38 PM
Not resolved for me! Have sent many messages to the moderator team with details over the past 2 weeks. Two seperate accounts. Tried with different phones. Seems like every outgoing phone call will drop if I talk long enough. Haven't received any help or even useful information from any of the moderators yet. Latest is they tell me its resolved and refer me to this announcment. Ha.
Great price if you don't plan to talk on your phone.
05-10-2019 01:11 AM
@hanking Makes perfect sense, I understand why you closed your account....maybe this is the reason my phone calls actually went through tonight lol?!
05-10-2019 01:05 AM
NO need anymore. I don't have PM account anymore. LOL.
I hope I can make the lines less busy.
05-10-2019 01:02 AM
Hmmm...I changed the subject line of this thread, does that reflect your current status?
05-10-2019 12:56 AM
05-10-2019 12:44 AM
@Arman @hanking please post about your troubles with PM here:
https://productioncommunity.publicmobile.ca/t5/Getting-Started/Go-Elsewhere/td-p/365845
05-10-2019 12:40 AM
Yes.
05-10-2019 12:37 AM
@Arman Sounds like a good decision....
05-10-2019 12:02 AM
05-09-2019 11:59 PM
05-09-2019 10:35 PM
@hanking You said you ported to ‘chart’ but did you mean ‘Chatr’?
05-09-2019 10:14 PM - edited 05-09-2019 10:15 PM
Finally, I solved this problem by porting to chart.
This plan of PM is good, but service is bad.
05-09-2019 09:24 PM - edited 05-09-2019 09:27 PM
There are still outstanding issues with service?? I changed the subject of this thread from ‘Issue Resolved’ to ‘Issue NOT resolved’...PM, please answer this customer and fix this issue!!!