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[Issue Resolved] Dropped calls issue

Alan_K
Deputy Mayor / Adjoint au Maire

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.

Spoiler

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.

    • What you can do if you want to connect with someone during peak usage times:
      • Use texting, wi-fi, or data to stay connected
      • Use wi-fi calling apps

 

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.

    • If you’re on this plan and are experiencing any issues other than dropped calls, please contact our Moderator Team by sending them a private message here - don’t forget to be as descriptive as possible and to include your account information so that we can assist you as quickly as possible.

 

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

 

314 REPLIES 314

chrism
Good Citizen / Bon Citoyen

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.

Metal1967
Deputy Mayor / Adjoint au Maire

Dropped calls are fixed..........no issues here ...PM did what they said..........

Kiki
Great Citizen / Super Citoyen

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...

Kiki
Great Citizen / Super Citoyen

All of you need to post in the other thread I started...

Arman
Great Citizen / Super Citoyen
I guess Alen_K feels guilty and sorry for fake announcement

Arman
Great Citizen / Super Citoyen
Good Luck with response. I have been waiting for last 7 days

Arman
Great Citizen / Super Citoyen
Yes, Drop call and No Text message. I know it is not acceptable after 10 days

Kiki
Great Citizen / Super Citoyen

@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!!! 😞

FAUJ2
Good Citizen / Bon Citoyen

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 😕

black-knight
Good Citizen / Bon Citoyen

Just dropped a call 📱 10 mins ago. The saga continues! ! Public Bites!! 

sonician
Great Citizen / Super Citoyen

@FAUJ2 Let me know if you hear from them? I've PM'd the entire @CS_Agent  now three days in a row, and no one is getting back to me.

FAUJ2
Good Citizen / Bon Citoyen

It's May 10th and still experiencing Dropped Calls. 😕 PM'd moderators.

Arman
Great Citizen / Super Citoyen
I feel your pain. I did send multiple emails too and no response so far. basically, you send email to a black hole. 10 Days without Text

sonician
Great Citizen / Super Citoyen

I've now PM'd the @CS_Agent three times,and no one is responding 

Arman
Great Citizen / Super Citoyen
Yes, I have the same issue this morning

sonician
Great Citizen / Super Citoyen

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? 

 

Arman
Great Citizen / Super Citoyen
Great Price with Drop Calls, No text Message, and no Customer Support World Class Provider !!!

woodymaguire
Good Citizen / Bon Citoyen

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.

Kiki
Great Citizen / Super Citoyen

@hanking  Makes perfect sense, I understand why you closed your account....maybe this is the reason my phone calls actually went through tonight lol?! 

hanking
Good Citizen / Bon Citoyen

NO need anymore. I don't have PM account anymore. LOL.

I hope I can make the lines less busy.

Kiki
Great Citizen / Super Citoyen

Hmmm...I changed the subject line of this thread, does that reflect your current status? 

Arman
Great Citizen / Super Citoyen
Have done three times so far. it is gone to a black hole and not even a response from Moderator.

Kiki
Great Citizen / Super Citoyen

hanking
Good Citizen / Bon Citoyen

Yes.

Kiki
Great Citizen / Super Citoyen

@Arman  Sounds like a good decision....

Arman
Great Citizen / Super Citoyen
I will Port mine to Lucky Mobile very soon which It will cost me the same plus they have a customer support phone Number and you can talk to human just in case of an issue. I may not get those stickers and Bravoes which is fine.

Arman
Great Citizen / Super Citoyen
Thank you, Can you do this with all other fake announcements? There are lots of them here from PM.

Kiki
Great Citizen / Super Citoyen

@hanking  You said you ported to ‘chart’ but did you mean ‘Chatr’? 

hanking
Good Citizen / Bon Citoyen

Finally, I  solved this problem by porting to chart.

This plan of PM is good, but service is bad.

51x3dtELusL._SS500_

Kiki
Great Citizen / Super Citoyen

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!!!

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