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Call interruptions

Thunderstep
Great Neighbour / Super Voisin

My wife and I have been clients of Public Mobile for over 5 years. But in the last month, every call after 4-5 minutes of conversation began to be interrupted. In general, the quality of the sound transmission has fallen sharply. We checked our phones at Samsung - the phones work well. We were advised to replace SIM cards. We did it, but no improvement. If this continues, we will be forced to change the mobile provider, because our professional activities are related to remote work with customers by phone.

5 REPLIES 5

darlicious
Mayor / Maire

@Thunderstep 

Who advised you to change sim cards? That was jumping the gun as far as troubleshooting the issue. Start with toggling airplane mode on/off. Then I will give you the rest of the list to try before asking for sim reprovisioning from customer support.

 

 

 

 

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

esjliv
Mayor / Maire

@Thunderstep  - who advised you to replace the SIM cards, was it Public Mobile Representatives customer support agents (CSA) :

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

 

If so, go back to them and tell them the issue persists.

 

Maybe some upgrades are being done in your area affecting the services on the network.

 

Have you tried the below troubleshooting?

  • restart phone
  • toggle into /out of airplane mode
  • perform reset of network settings

Perform a Reset of your device's Network Settings.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Find and tap Settings > System > Advanced > Reset options > Reset network settings.

 

 

 

darlicious
Mayor / Maire

@Thunderstep 

Here's the list of troubleshooting tips when you experience issues that you have described that you can try and test after each one. Then if you have no positive results you can contact customer support for help.

 

  1. Reboot your phone. ( You should do this once a week anyways.)
  2. Toggle airplane mode on/off.
  3. Remove SIM card and set aside. Check for any dirt or debris in the SIM slot. Check the SIM card for dirt or damage and gently clean with a little alcohol and a cotton swab. After 10 minutes reseat the SIM card making sure the SIM fits snugly in the SIM slot. Use a paper shim or a little tape to secure it in slot/tray. Reinsert in the phone and reboot.
  4. Put your SIM card in another phone to see if it works and/or the other slot of a dual sim phone and send a text. Then return the SIM to the original phone to see if the issue is still there.
  5. Perform a network reset.
  6. Clear the cache of the troublesome apps.(Try safe mode) Perform device maintenance.*
  7. Add a payment of at least $1 to your account balance.**
  8. Log in to your self serve account. Go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Log out and Reboot.***
  9. Contact customer support via Simple--Simon or private message.

*Will not help reprovision.

**Will not help a poor connection.

***Caution : Using lost/stolen w/active service even briefly will cause rewards to not apply upon renewal. You must contact the CSA's after renewal and ask for them to be applied manually. Also will not help a poor connection.

 

 

 

 

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

JL9
Mayor / Maire

Have you checked to see if there have been any telus outages or interruptions in your area in the last month?

Thunderstep
Great Neighbour / Super Voisin

Samsung representative after phone testing told me that call interruption is not a problem for the phone.
That can be a problem with a SIM card.