Defective / outage with cell towers in my neighborhood

[tqtrinh]

Who should I contact to notify of cell towers outage or defect?

On an on and off basis, all cellphone in the house would lose access to the mobile network, If I move to another area, like a few hundred meters, I would get signal again and very strong like 4-5 bars.

This happens on all phone in the house all with Public Mobile.

When I do get signal at home, it's only 2-3 bars, If I force 3G I get 4-5 bars. However, when it's not working at all, I get no bars or only 1. On some phone, putting Airplane mode on and off would get me network only for a while before it drops again.

I tried forcing 2G, 3G, 4G with no success. Either it works the next day or I have to move to another area outside of my neighborhood.

Should I contact the Moderators? If so, what's their contact name to send a private message? It's been a while since I last did that.

I called my city but it's definitely not them that takes care of cell towers as expected.

Thanks

[darlicious]

@tqtrinh 

The tower near the freeway and the one lined up with along Rue du Sallaberry have all the requisite connectivity. They must be working on those towers unless tbere has been recent construction of a large concrete building near you?

https://www.ertyu.org/steven_nikkel/cancellsites.html?lat=45.529486&lng=-73.709228&zoom=15&type=Road...

[tqtrinh]

My best approximate location would be with this postal code H4J2E6. I have PM a moderator and the issue has been escalated to the next level. It is indeed on and off, yesterday, I had network at around 6:30PM, this morning and now noon, I have no signal once again.

[darlicious]

@tqtrinh 

If you give us your approximate location we can have a look at the cell towers in your area. There are a couple of possibilities. All network operators are upgrading their equipment and/or rolling out their 5G service which in some cases is eliminating 3G signal/service or adjustments to the 4G LTE equipment to accommodate 5G service. This also involves adjustments to the azimuth (direction) of the network signals. This work could be why your network connectivity comes and goes....hopefully the final result doesn't put your home in a a dead zone. You should find the issue resolves itself in a couple of weeks. After contacting customer support follow up with them in a couple of weeks with your tech team ticket reference # if it is still an issue.

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.

[tqtrinh]

It's not even Montreal entirely, only a small isolated part of it, not even a full borough.

[softech]

@tqtrinh Let us know what they say and if it is a quick fix.  I heard there is a outage with Newfoundland today, too.  But Montreal is too far away from there, not related  🙂

[tqtrinh]

Just did. I use whatever is available to get help and information. Chat, forum, ticket, private messages.

[softech]

---

@tqtrinh wrote:

Just spoke with Telus technical support, nothing they can do, they need a Telus phone number to open a ticket.

---

@tqtrinh  Why don't you open a ticket with PM Support?

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[tqtrinh]

Just spoke with Telus technical support, nothing they can do, they need a Telus phone number to open a ticket.

[tqtrinh]

Montreal, QC.

[softech]

@tqtrinh  curious, which province and city is that?

[dabr]

@tqtrinh   This seems to be happening on a regular basis lately.  It might be a temporary issue in your area or related to upgrades to Telus infrastructure.

You can contact customer support via chatbot here:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Second option, if unable to submit ticket, send a private message to CS_Agent (AKA moderators previously) here:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[angie45]

Telus also has an online chat function you can try: https://www.telus.com/en/support/contact-us . Can also try SIMon, the Public chatbot: https://www.publicmobile.ca/en/on/get-help

[tqtrinh]

It keep asking if I'm a customer in the voice menu, I'll try again If I can reach someone.

[angie45]

Hi, Public Mobile runs on the TELUS network of cell towers - you could try reaching out to Telus to see why you're not getting a proper signal