Unreliable incoming calls - caller will hear regular ringing (7-8 beeps) then goes to voicemail

[llavalle]

So my GF recently switched from Koodoo to PublicMobile. She's onws Pixel 7 using an eSim.

Since she switched a few days ago, she will miss calls -> the caller hears the ringing for 7-8x then it goes to voicemail. It doesn't go straight to voicemail which would expect from a bad connection. On her phone, there is absolutely no indication that anything is happening. If she calls me back, we can talk to each others and then for the next few minutes, I can call her back and it works fine (over voLTE- which can't be disabled on a Pixel for some reason). Then, 30min later call and same thing: will ring... then after the usual amount of time, goes to voicemail.

Any pointers here? We're not using WiFi Calling and phone has good reception (both 5G and LTE if we disable 5G). Oddly enough, she had the exact same behavior with Fizz... but the problem went away with Koodoo and now it's back. Also - for some reasons it seems that the validation of number for RCS isn't working - it is stuck at "validating".

[llavalle]

1 Week update - so forcing LTE seems to have helped.  RCS still can't be activated for some reasons (stuck at verifying number) but we haven't had any issues with incoming calls.  They do take a longer time to connect VS Koodoo but at least they work.

[Dunkman]

@llavalle 

Was she using Wifi calling with Koodo?  That could be the difference.  Fizz and PM does not have Wifi calling. 

I would suggest force to LTE connection for now and see what happens in the next few days.  

[hTideGnow]

hi @llavalle  she had same problem everywhere or just some particular location??  But you said she had the same issue with Fizz, maybe device or location problem 

try her sim on another phone and test

if that does not help, please open ticket with PM support agent and ask them to refresh the account

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

[llavalle]

Yup SMS are working fine.  We've forced the network on LTE late last week and it seems like it might be helping but it's anecdotal for now.

[llavalle]

Thanks for following up.  Just spoke with the porting team.  Port is complete.

[Dunkman]

@llavalle 

Is her phone able to receive SMS texts?  I don't think porting issues since sometimes she can receive phone calls.  

Maybe try reboot the phone.  Network reset of phone (note: this will erase saved Wifi passwords)

Maybe try to keep on LTE connection for now.  5G coverage varies depending on location.  

[hTideGnow]

hi @llavalle 

you sure the port was really completed??

, sound like the number not ported yet.  But check with PM porting support team and confirm.   I will send you the number to PM Porting support team  Please check your community inbox