Drop calls

[Watters]

I just bought a new phone and got an eSIM. My calls keep dropping and I can’t always be heard by the person on the other line. Please help

[Watters]

Thank you 

[slusagm]

What phone you have?

Android 

Samsung Galaxy: Go to Settings > General Management > Reset > Reset network settings. Tap Reset settings and confirm.

Other brands: Go to Settings > System > Reset options > Reset network settings

iPhone:

Settings > General, tap Transfer or Reset iPhone, Tap Reset at the bottom, then choose Reset Network Settings

[Watters]

How exactly do I reset the network settings? Thanks 

[hTideGnow]

hi @Watters 

do you notice when you talking on the phone, is it showing 3G or 4G or LTE or 5G?

not sure if it has to do with VoLTE or not, check and confirm here:
https://www.publicmobile.ca/get-help/articles/volte

I also suggest you to ask PM support agent to refresh your account once

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage     

[Chalupa_Batman]

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@Watters wrote:

I just bought a new phone and got an eSIM. My calls keep dropping and I can’t always be heard by the person on the other line. Please help

---

Hello @Watters 

This might actually be an easy fix. Swipe from the top of your phone down. You'll see an Airplane. Click on it and go into Airplane mode. Wait o minute and then turn it back on and reboot. If that doesn't work, try it again. This time, turn it on, then turn off phone for 5-10 minutes. Turn phone back on and turn off Airplane mode.

Worse case, you can go into Settings and reset your Network Settings. Then reboot.

[slusagm]

What phone do you have?

did you try Reboot phone and Reset network settings?

if issue persists, you can ask PM to reprovision your account.  Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage