[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

[hTideGnow]

HI @dappertiem 

this is certainly lots of frustration.  Some managed to get some kind of compensation after talking to agent, please check with them directly

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437      

[dappertiem]

Appreciate PM looking into this matter. My calls have been dropping since the start of April. Also, given the extreme delay in isolating and fixing this issue, what is PM going to do for its customers regarding compensation? 3 months of frustration is a bit extreme. Just to simply recognize the issue. PM has moved way to slow here.

[Andy72]

@kork  it is not your phone or network, this issue is on PM side.

5G is being used ONLY for data, when you make a call, it will switch to LTE to make the call hence it is called VoLTE.

changing your phone network to LTE or even 3G will not help and you will still have dropped calls.

no other choice to wait till PM sort this issue out, if not then move to another provider. (preferably not to Telus or Koodo as PM, Koodo are all Telus network) 

[kork]

I'm new to Public Mobile, 1 month.  Since joining, I've had many calls dropped.  Yesterday, I was frustrated and called a competitor provider to switch and about 20 mins into the call, my call dropped!!! 

This morning, I was talking to my mom and poof!  Call dropped again! 

Is this a Public Mobile isolated issue, or is to Network wide with Telus and Koodo?  I never had these issues with Koodo and my wife and daughter (who are still with Koodo) don't have dropped calls either.  Is it 5G network? If I switch to LTE will I have more stability?

[Gam33toronto]

Its always been an issue with dropped calls. but yesterday it was getting out of hand. i was on a call with a company and it dropped on me twice. this HAS TO BE FIXED ASAP!

[Rkmdh]

I just started experiencing this last week. Hope it's resolved soon.

[Nick271]

I have 4 lines how do I get system issue refund. I have complained and nothing happens. Every one says how do you stay with this carrier.  Maybe it's time to move on. 🤔 

[will13am]

Sharing a data point on random call dropping with the community.  Public Mobile to Public Mobile call was dropping randomly between 3-10 minutes for me.  After 3 drops, I called the same person using my Rogers wireless home phone, managed to complete a 90 minute call with no drops.  This problem is very annoying.  

[Tom191]

I have been experiencing frequent call drops with Public Mobile. This issue occurs randomly, even though I am using a new device, and it seems to be widespread among my friends as well. Currently, I am exploring other providers for more reliable service.

[Beowulf15]

Ive had issues with PM since signing up last summer.

At that time, I lived in the Kootenanys, BC and told myself the reason was due to my location then.

i have moved across the country, NS, and still have the same issue.

Contacted PM around March/April 2024 and was told things looked good on their end.

Apple replaced my iPhone 14 Pro Max in May but the issue persists.

[OldMin]

I would have switched carrier if I didn’t pay for the 90-day plan. If it was a 30-day plan, I would have switched in a heartbeat.

This call dropping is just plain awful. I wouldn’t dare to make an important call that I expect to last more than 3 minutes. For such calls, I had to go home and use the home phone instead.

[Donavan]

Please let us know when it's resolved as I've been experiencing dropped calls for the last 3 months and I'm ready to switch carriers as it's become unbearable.   Sadly I've had 3 people switch over to PM based on my recommendation and I'm regretting that decision now.

[MrWrightGuy]

I am having the same problem since I have switched to public mobile. 

[Tom22335566]

only took 3 months for you guys to realize there are issues? I just let out a loud sigh. Well, half the people I know who were with PM are now with Rogers, Fido, Fizz etc....including my wife who has had zero issues with anything since I put her on FIDO 3 weeks ago. I'm still slogging with PM everyday...with dropped calls and 5G signal cut outs

[Daromun1]

I thought it was just me! This has happened several times over the past few months. Here I was blaming the people I was on the phone with. I hope this is resolved very soon.

[Steve5439]

This has been happening for months. How is it you're just investigating it now? We should be compensated for the terrible service. 

[smurfit]

This problem for me is getting very frustrating as it doesn't seem related to signal quality issues. It seems to be a software glitch that is causing calls to disconnect at random multiples of 3min increments. Usually at exactly 9min for me, but sometimes 15min, 18min. Then today it happened again around 4:30pm pst after 27min then 6min on the dot. Every time it is on the minute mark. All these seemingly random call times are factors of three. What's with that?

I finally gave up using my sim based phone and called back using google voice over wifi.

If PM cannot resolve this directly and quickly, they should at least enable wifi calling so we can have something reminiscent of a reliable home phone service. Do we all just need to go back to landlines? 

[PJNadler]

Please advise when this is resolved.

Thnx

[TheStoryteller]

Please let us know when the issue has been resolved. I’ve been a long term customer without complaint and have recommended Public Mobile to many but these last few months have been very annoying with frequent dropped calls. 

[JoshM123]

Will you post again once this is resolved?  I'm going to switch to public mobile but don't want to do it until I know calls won't be dropping.

[dsnoddy58]

Since returning to Canada (Toronto downtown), all of my calls in/out drop at some point.  Phone is current (top model), up to date etc.  Whats as frustrating, no way to enable/activate WiFi Calling to avoid this.  Here is the real kicker - spent months in southern US and had zero issues using PM service there - it connected to the T Mobile network and was consistently at 5G - never had any dropped calls.  Shame on Public Mobile and Telus for not resolving this for its many (soon to loose this one if not resolved) customers here in Canada.

[Andy72]

Good that they finally acknowledge it. I have this issue for long time, 2 months, opened a  ticked with PM. got a text that it is a known issue.

It will be nice if PM inform us what is the issue and when it will be resolved.

[Steph_Hicks]

Thanks for the update.  It's been happening a lot. 

[smurfit]

Wow, finally some sort of official acknowledgement! After trying multiple different phones and even buying a new 5G volte whitelisted phone to no avail. The issue is system wide it seems. Please let us know when this gets fixed.

[PJNadler]

Finally, an acknowledgement of this issue. I have been gas lit by support for weeks: suggesting I get a new SIM card (which I did), reset my phone (done) and get it serviced!

Thank you for taking action.

[Danjohn2023]

Thanks, I filed a complaint with Public.

[Sansan]

@Danjohn2023  you have to message public mobile directly with your request.  Only the Community is seeing and reading your message.  Use the chatbot to place your official complaint and compensation request. 

[hTideGnow]

hi @hairbag1 

i don't think this time was the same as last one.  But it is true that there has been quite a lot of voice problems in the past year.  

[BlueSky-2024]

I have a same problem happening several times. It was frustrating of me.

[hairbag1]

@Ck_PM 

this is nothing new..been happening for awhile now...

https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Experiencing-Dropped-Calls-Iss...