Service Interruptions

[LuckyToo1995]

Hi,

I posted yestereday morning that I was having service disruptions and a CS Agent worked with me to try and resolve it.  My service yesterday afternoon seemed to improve although not tremendously.

I had zero ability to make phone calls again this morning.  I am sitting in the same chair, in the same office, looking out the same window as I have been for over 5 years (with my phone sitting in the same spot).  I have not had this problem until the past 6mths or so and it is becoming more severe and for longer periods of time over the last 4-6 weeks.  It is becoming increasingly frustrating that I am an unable to reliably make outgoing or receive incoming phone calls.  I am unable to receive enough signal strength to make/receive phone calls but at the same time - without moving - I am recording upload/download speeds of 40-50 Mbps using our Telus Smart Hub 5G (which works off the same towers).

I don't believe my phone is the problem since when I travel or go into town it works wonderfully.  My last trips were to the Lower Mainland in late Aug and Southern BC in late Sep. 

Is my plan the problem?  Or does it have something to do with Telus (which I believe operates the towers)?  Any guidance would be welcomed. 

Thanks, 

[LuckyToo1995]

The exciting conclusion to my saga of service issues :

Just posting the final segment for my service issues that are ongoing.  First, I want to shout out the all the people that helped me.  the PM CS Agent(s) that helped me out over the span of several days and the Technical Support that looked into my case after the CS Agent(s) escalated my support ticket were all fantastic.  FYI, to those that don't know - the Technical Support team members that I worked with actually phoned and discuss the issues in person (in my case, several phone calls).

At the end of the day, I was told that the service issues I am experiencing are a combination of the age of my phone (doesn't fully support VoLTE) and Telus phasing out 3G service from all their towers to make way for LTE.  This "phasing out" is causing service issues to a tremendous amount of both personal and commercial users in various ways and I am just one, of many, that has been caught unaware and unprepared.  

On a side note, and from my soapbox, I'm not sure if Telus provided a notification to their customers, including third party service providers that use their towers (PM, Bell, etc) and if so, if those third parties (in my case PM) sent out a notification and I missed it.  However, I must say that either way I don't think it was communicated overly well.  I equate this situation to that of Microsoft phasing out support for Windows 10 and any devices that are unable to upgrade to Windows 11.  That is a change in technology that has been extremely well communicated and you would have to live in a hole to not know how and when you will be affected by this step change in technology and support from Microsoft (if you are a windows user).  It really is sad, if what I have been told - by various individuals in the industry - is true and Telus via PM just failed to communicate the phasing out of 3G service to the general public that relies on it.

Anyways, that is the exciting conclusion to my saga of service issues and what the underlying cause of them would apparently be.  I consider my issues "solved" - in a way :).  Although, after I have upgraded my phone, if I am still having service issues, to quote a famous individual...."I'll be back".

[hTideGnow]

hi @LuckyToo1995 glad it is at least moving to the right direction. Hope it will be fully resolved soon

[Handy1]

@LuckyToo1995  Thanks for the update and looking forward to hear what they do to fix as your not the only one having this issue 

[LuckyToo1995]

Just a quick update --

After working on my service issue most of yesterday, I was able to make a couple of calls in the late afternoon.  However, service was interrupted last night.  This morning (day 3 of connectivity problems), my phone was showing "Emergency Calls Only", and it took over 6 mins to send a simple text (failed once with error message "Currently unable to send your message.  It will be sent when the service becomes available" then took 2 mins after resending).

As per the response post by @hTideGnow I submitted a ticket and worked with a CS Agent this morning to no avail.  The ticket has now been escalated to tech support.

For those of you experiencing similar issues, stay tuned -- I will provide updated posts of my progress (or lack thereof).

[LuckyToo1995]

Thank you @Handy1 for the link for volte capable phones certified by the PM network.  Although my phone is volte capable, I notice that it isn't on the PM certified list.  That would likely explain why the new tower within 2km isn't making much of a difference for me.  It is probably 5G and not supporting the 3G/HSPA network that my "uncertified" phone is using.  Very helpful information indeed - thanks again.

FYI, I did try it on 3G as well. 

[Handy1]

@LuckyToo1995  But have you tried it in 3G to see if that helps . I wonder if it’s a voLTE issue as more and more towers have been outfitted with 5G 

 Check if your phone on the PM voLTE whitelist 

VoLTE white list

https://www.publicmobile.ca/en/on/get-help/articles/volte

[hTideGnow]

hi @LuckyToo1995 

let's hope pulling the sim helps

if not, it is time to ask support to check if it is an account problem or a network problem in your area.  Please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437     

[LuckyToo1995]

Thanks @hTideGnow - The phone shows that it is connected to the Public Mobile network (under settings>network operators).   Text messaging and data is still working (whatsapp, internet browsing, bank apps etc.)  I haven't noticed much of a difference in data upload/download speeds.  Just having problems with the voice calls.

I pulled the sim card out and reset it.  Not sure if that helped or not but I am willing to try anything at this point.  I will get back to you if this is the solution.

Thanks again,

[hTideGnow]

hi @LuckyToo1995 

does it show the phone connected to PM network at all? Data works

you have another phone to test the Sim card? or please at least pull the sim card out and reseat it, it should help 

[LuckyToo1995]

Thanks @Handy1. 

I have reset my network, and switched it between 4G/LTE to see if anything helps but no luck. 

[SC_Johnson]

I am also struggling with receiving inbound and outgoing calls despite no physical factors having changed with my environment etc.

I've also noticed an increase in the occurrence of this issues as well.

[Handy1]

@LuckyToo1995  Well public mobile works of Telus / bell towers . But maybe you can get phone set to 3G and see if the helps for voice / calls . And maybe switch it back to 4G/LTE or 5G and test what works best for signal