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My voice cutting in and out on Public phone calls to some people.

Stefanm
Good Citizen / Bon Citoyen

I live in Waterloo and have been on Public about 10 months and have had about 40% of people tell me my voice cuts in and out when speaking or some just say 'what?'. Some don't seem to have a problem. I have the same problem in downtown Ottawa and on the Bruce Peninsula. I have a Sonim XP8 8.1.0. I was warned that Public has lousy coverage, but my son-in-law who lives in small town Tillsonburg has no problem. Our son's carrier is Bell, he has trouble hearing about 40% of what I say when I'm on speakerphone, he hears most everything when I'm not on speakerphone but then I can barely hear him. I called Telus because the phone is from them and he said he could hear every word clearly.When I was with Fido, nobody complained about poor quality. I put my SIM card in another XP8 and an XP7 and same thing on speakerphone. I haven't tried swapping SIMs with another phone yet. Can anyone help me? As far as I know I don't have pixel3.

1 ACCEPTED SOLUTION

Accepted Solutions

Stefanm
Good Citizen / Bon Citoyen

    I want to thank everybody who offered me help to solve the problem of my voice cutting in and out when using speakerphone on my Sonim XP8. Dunkman got me on the right track when he mentioned that I had 3 microphones that may be used for different types of calling.

    I called a techie at Sonim and after about 20 minutes of conversation he told me the same front mic is used for speakerphone and non speakerphone. I asked why if it's the same mic being used do my words get dropped on speakerphone but not dropped when speakerphone is off. He said it must be improper communication. Below is what we did and so far it seems to have worked. My son (Bell carrier) and I talked for about 15 minutes and he said only a word or two was lost in that time compared with about 25% being dropped earlier.

    The Sonim techie had me tap on the Settings gear, then scroll down to tap on Systems then tap on Reset Options, tap on Reset Wi-Fi, mobile & Bluetooth then tap on RESET SETTINGS (This worked for me!)

    The Sonim instructions say to do it differently, I have them listed below as an alternative way.

NETWORK SETTINGS RESET
1. From Notifications or Apps menu, tap on Settings (gear).
2. Select Wireless & Networks > More > Network settings reset.
3. Select RESET SETTINGS.
It resets all the network settings including Wi-Fi, Cellular data, Bluetooth, and NFC.

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19 REPLIES 19

softech
Mayor / Maire

 


@Stefanm wrote:

I live in Waterloo and have been on Public about 10 months and have had about 40% of people tell me my voice cuts in and out when speaking or some just say 'what?'. Some don't seem to have a problem. I have the same problem in downtown Ottawa and on the Bruce Peninsula. I have a Sonim XP8 8.1.0. I was warned that Public has lousy coverage, but my son-in-law who lives in small town Tillsonburg has no problem. Our son's carrier is Bell, he has trouble hearing about 40% of what I say when I'm on speakerphone, he hears most everything when I'm not on speakerphone but then I can barely hear him. I called Telus because the phone is from them and he said he could hear every word clearly.When I was with Fido, nobody complained about poor quality. I put my SIM card in another XP8 and an XP7 and same thing on speakerphone. I haven't tried swapping SIMs with another phone yet. Can anyone help me? As far as I know I don't have pixel3.


Hi, do you want to check if there are any Bell or Telus Towers around the area?

 

https://www.ertyu.org/steven_nikkel/cancellsites.html?lat=52.000000&lng=-97.000000&zoom=4&type=Roadm...

You mentioned: " Our son's carrier is Bell, he has trouble hearing about 40% of what I say when I'm on speakerphone, he hears most everything when I'm not on speakerphone but then I can barely hear him." ,   It can be Bell issue as Telus is using Bell's tower in Ontario.

 

 


Also, is your phone the same as  Sonim XP8?  XP8 works on Telus, which will work on PM

 

https://www.telus.com/en/nu/support/mobile-device/xp8/


@Stefanm 

Test another sim card in your phone. If the problem continues then the issue is with your phone. Check for dust or debris in your microphone.

 

If the problem does not occur with a different sim then perhaps your sim card is degrading or needs reprovisioning. Contact the moderators to reprovision your sim card. If the problem persists then replacing the sim card is in order.

esjliv
Mayor / Maire

@Stefanm ,

 

I tend to think this is a phone issue, but maybe not. 

Follow @darlicious advice to rule out the phone and maintenance the SIM.

Could it be a SIM going bad??

Do you know another Public Mobile customer that you could use their SIM in your phone?

 

If all trouble shooting leads to no results, contact the Moderators. Maybe they can send a hit (provision) to your account that could clear up something in the back end.

 

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 -  Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

 

 

 

BKNS27
Mayor / Maire

@Stefanm looks like Telus/PM coverage looks good in Waterloo. Were you on the move while talking? You may been in a dead zone while on the move.

When I was with Chatr/Mobilicity...there was a lot of dead zones.

Nezgar
Mayor / Maire

@Stefanm 

Yeah you definitely need to test your SIM in another phone to see if it is your hardware at fault or not...

 

You can do an echo test by calling one of two Canadian "The Test Call" numbers:

+1 416 342 9562

+1 250 412 5922

 

Test on earpiece, speakerphone, headset via 3.5mm jack, bluetooth. Walk around your house, test in basement etc.

@Nezgar 

What exactly do test call numbers do?


@darlicious wrote:

What exactly do test call numbers do?


Give one a call using your "canada-wide" minutes 🙂 They're pretty self explanatory when you dial in. A free service provided by generous enthusiasts in the VoIP community. According to the web page :

 

"These numbers connect to a useful IVR script to help with audio quality, DTMF testing, and a simple conference bridge.  I use this test script almost daily when I'm working with phones, WiFi, smartphones, soft clients and trying to figure out why calls sound awful.

Menu options include:

 

  • Record and playback, the most requested feature, use the # key to stop the recording
  • DTMF testing - Enter a long string of DTMF keys and press # to get a read out
  • Real time Echo test
  • Playback Music on Hold
  • Test conference bridge 
  • 0-4Khz audio sweep
  • Caller ID readback
  • Real time DTMF test (instant readback of key pressed)
  • Asterisk Milliwatt tone
 

Use option 0 to leave any comments, complaints or suggestions for additional features!"

Stefanm
Good Citizen / Bon Citoyen

I tried both test numbers and they are identical in operation. The recording came out fine the instant reply was probably okay. Everything else seemed fine also. When I spoke with a salesman from Telus he had no problem hearing me. When I talk to my son whose carrier is Bell he has problems with hearing a ¼ to a ⅓ of my words being dropped.  In conclusion I would say that everything seemed to test okay by these phone numbers.