Poor call quality

[Darryn]

Has anyone been experiencing poor call quality lately? The first instance happened a few weeks ago, when mid-call the other person couldn’t hear me anymore. They had to call me back 3-4 times to finally be able to hear me clearly. then it happened again today, called someone 3 times and they could barely/not hear me. I called back twice, moving around to different parts of the house, then tried on my son’s phone (also PM) and it was the same, they couldn’t hear me. 

Since it happened on different phones, I’m thinking it might be a PM issue?

[Sam102]

I've rebooted. Will go for a drive tomorrow to check it out. I have an A51 4g Android. I have not redone my network setting

[slusagm]

@Sam102  you have iPhone or Android? Model?

Try Reboot phone first and Reset Network Settings 

You might want to ask PM to re-provision your account if that still an issue.  Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

Or message them using this link:

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

CS_Agent will reply to your community inbox, check here:

      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Sam102]

Same problem this week while driving. Person could hear me, but they only came through periodically. Unusable service. Eventually had to give up. I am new to public, just moved over from bell. If this is typical, I'll have to try another company.

[hTideGnow]

hi @Darryn 

what phone do you have?  what model?

PM is reframing their 850 band on the 3G network and could be using 1900 band in some area, that might be an issue if you are far away from towers.  This won't be an issue if you have a VoIP whitelisted phone, but that depends on the phone model

can you also try your sim card on another phone?

[ORNGNBLK]

@Darryn  - Not sure if this will assist, but it hasnt hurt anyone yet. Open a chat using the orange bubble on the bottom right, ask support to do a network refresh from their side (the back end) for you. You wont notice anything happening in the moment, but you should experience a "fresher connection" going forward.  My wife AND daughter were experiencing poor call quality and had PM refresh their connections, and no more call dropping or static etc.   Hope this helps 

[funpig1]

@Darryn 

What is your location? Service issues are usually local.  So no point asking about my service for comparison unless you live.L within 10 km of me. (FWIW, I am in Vancouver Lower Mainland and service has been normal.)

If you have a white-listed VOLTE capable phone, then that would rule out a hardware problem.

All we can advise is resetting your network connection and rebooting. If that does not work, you need to contact a customer agent using the chat. 

If the chat does not work for you, use the following link:

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

Then you should contact a customer agent.

[BKNS27]

@Darryn 

Try waiting to VoLTE and rebooting your phone and see if that improves the reception.

Also, what is the make and model of your phone. Most carriers are slowly decommissioning the 3G. Here is more information:

https://www.publicmobile.ca/en/on/get-help/articles/volte?_gl=1*1qks5fo*_gcl_aw*R0NMLjE3MzA4MTg5ODgu...