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[FIXED] Dropped Calls

Ck_PM
Public Mobile
Public Mobile

[Update as of 3:00PM ET 19/06/2024]: A solution for this issue was successfully implemented earlier this morning that should have resolved this issue for most customers. We understand some customers are still experiencing issues, and the team is working diligently to diagnose and resolve.

Hello Community,

We are aware that some of our subscribers are experiencing intermittent wireless service. We want you to know that our team is actively investigating this issue and is working around the clock to resolve this as quickly as possible.

We understand the importance of staying connected and we will make every effort to keep you, the Community, informed of our progress. We thank you for your patience and we appreciate your understanding during this time. Please continue to check this Community post for the latest updates.

- The Public Mobile Team

194 REPLIES 194

funpig1
Model Citizen / Citoyen Modèle

@AmyDawne @congtubot 

PM alleges that it has apparently fixed the acute dropped calls problem that affected users repeatedly and unexpectedly over the last couple of months. 

However, I believe if there is heavy network congestion or if you are in an area with a weak signal, you will still experience drop calls. This type of drop calls can affect any network including Telus, Rogers, etc.

PBForMe1
Great Citizen / Super Citoyen

Seems they just silently changed the topic to "Fixed" - I have my doubts. 

AmyDawne
Great Neighbour / Super Voisin

Same here - cut off at 15 minutes. Hubs had a dropped call yesterday too. Ugh. 

congtubot
Good Citizen / Bon Citoyen

It has been good for the last few days but today I was disconnected in the middle of a call.

slusagm
Town Hero / Héro de la Ville

I think the issue is fully resolved

TheFizz
Great Neighbour / Super Voisin

I haven't noticed a dropped call in a few weeks, but please continue to investigate so it never happens again.


@Firebolt88 wrote:

Any update, what is the progress of the full fix? 


@Firebolt88 

According to PM staff, the drop call issue has been resolved for customers.  However, some customers may still experience network congestion issues which may affect voice calls. 

Looks like fewer complaints recently on this forum about this issue. 

rs97ap
Good Citizen / Bon Citoyen

I also got tired and switched over to Bell. Over 10 days and number of high duration calls later - there hasn't been any issue with Bell.

kork
Good Citizen / Bon Citoyen

I doubt there will ever be a fix. They’re stringing customers along a month at a time to prepay for their service while hinting that they’re looking at it.  But the tech I talked to said it was an issue with bell towers when not connecting to Telus and how they treat prepay customers.

I switched to Telus 2 weeks ago and issues are gone.  Same network, perhaps… same priority,  nope!  I only came back here to pocket because I got an email notification that people were active I. This thread.

Firebolt88
Great Neighbour / Super Voisin

Any update, what is the progress of the full fix? 

tech24
Great Neighbour / Super Voisin

I switched away from public mobile a week ago, haven't had a single issue since.  After seeing an issue a day or two ago concerning network congestion I have to say my general dislike for Telus kicked in as I seriously believe this a push to get people to switch to Telus by making this unstable and unpredictable.  I suggest if you have issues ditch this crap and move on.  A Canada US calling / data plan is not worth a thing when it's based off of a crap network.  Just saying I would have loved to keep my Can/US plan but this dropped call nonsense isn't worth it.  Also I don't for a second believe they will fix this.  My opinion just saying 

Rajatgdp
Good Citizen / Bon Citoyen

Yeah that has been there. I feel as there are some areas where there are no network coverage so when moving in and out despite signal the no calls conditions do apply. It happened with me in jasper place and also on 45th avenue in Edmonton. 

@@ while complain is a valid path for compensation, it is more important to get the service fully functioning 

@Ck_PM , any good news?? some not just have dropped calls but also no calls at all

funpig1
Model Citizen / Citoyen Modèle

@TopShape @Nick271 

The service issue credit was discretionary. You are at the the mercy of the agent or tech support.

Given that this is an acknowledged network issue, you should file a CCTS complaint and let them deal with PM on your behalf. Once there have been a few decisions, there will be precedents set as to whether customers can get compensation for future service issues. Good luck.

MandyR79
Good Citizen / Bon Citoyen

My service just cut out about a half an hour ago out of nowhere. No texts, no calls.

It came back, but now I am terrified.

I had implemented the workaround to set the network to only Public for the dropped calls (and my data is 4GB of 4G speed, all I need because I work from home), but I set it back to automatic and even restarted my phone. It was still down for a bit after that. I am travelling soon, and I work in IT, some of my programs and databases send me texts to log in, so it has to work. This has never happened to me on any other provider.

Yesterday I got a text that mentioned something about unresolved complaints to contact CCTS. Someone on Reddit says they get that text every month, but I didn't know it was a thing. Maybe it had nothing to do with this, but I figured I would mention it.

Nick271
Good Citizen / Bon Citoyen

Where is my $10 credit voucher.

Nick271
Good Citizen / Bon Citoyen

I need my $10 credit!!

rs97ap
Good Citizen / Bon Citoyen

I couldn't take this uncertainty and ported out.
Dropped calls among friends and family are a minor annoyance but occasionally it is ok.
But just imagine if you have to make frequent calls where you put on hold and it drops when it is about your turn.

TopShape
Good Citizen / Bon Citoyen

Thanks for the update funpig1.  I’ve been explaining my situation to 4 different customer service agents who just give me the runaround and want me to start logging calls (date, time, number that I had called or who called me, etc, etc, etc….) so that they can “determine what is causing the dropped call problem “.  They think that we have time in our day to track every call we make or receive, when they already have this information digitally logged!!  It’s their way of frustrating us so that we give up and live with their problematic network without giving us all a credit.  One agent also told me that I should switch cellular providers if I’m not happy!!! Do you believe this?!?!?  They would not last if they were my employee and answered a client that way!  I’ve been in telecom for 30 years and never responded to a client that way.

I was also sent a text saying that I should open a case with CCTS if my problem has not been resolved!  What a joke!

Good that you got some form or credit…. PM should show some Goodwill and automatically give it to everyone else since it is their network issue afterall!

 

 

golfball
Town Hero / Héro de la Ville

@jhhead wrote:

 

I had this today when I made a call it appeared to ring for a second then I heard a noise and checked the phone and it showed:

Server unreachable. Call terminated due to a problem with the network.

Would this also be one of the symptoms or part of the issue? 🤔

(I did call back after and the call went thru properly)

1000010411.png


Please fix your network issue PM. Your customers are reliant on having stable service.

IMG_39831.png

Asifk
Great Neighbour / Super Voisin

Public Mobile set this text message out this morning:

Public Mobile here. Unresolved complaint about telecom or residential TV service? CCTS may be able to help. 1-888-221-1687 or https://www.ccts-cprst.ca To learn more about your rights as a wireless consumer and to view the consumer checklist, visit https://www.publicmobile.ca/privacy-legal Free msg.

Please take a moment to fill in the form and officially complain...  This is getting ridicules !!!!!

tech24
Great Neighbour / Super Voisin

Well after dealing with dropped calls at worst possible times last night it even killed my WhatsApp only second time I’ve seen it both on public mobile.  Switched to a different provider as this is totally ridiculous.

Zanerz
Good Citizen / Bon Citoyen

I really hope this was resold for you all.

I know how frustrating this all an be... especially in todays digital world.

Best Wishes 
❤️

jhhead
Great Citizen / Super Citoyen

 

I had this today when I made a call it appeared to ring for a second then I heard a noise and checked the phone and it showed:

Server unreachable. Call terminated due to a problem with the network.

Would this also be one of the symptoms or part of the issue? 🤔

(I did call back after and the call went thru properly)

1000010411.png

FrankyJr1
Great Neighbour / Super Voisin

I just had a call dropped, I was on the line with the bank... This needs to be fully resolved!

 

porcupine
Model Citizen / Citoyen Modèle

i am also experiencing calling issues every day .hopefully it get resolved soon getting tired of dropped calls

EdN
Model Citizen / Citoyen Modèle

I had a couple of long calls on Saturday with no issues even though my signal strength from home is poor (-118 dBm)

slusagm
Town Hero / Héro de la Ville

@Ck_PM 

is the problem fully resolved yet

I made 2 calls today, they both long, but no problem.  But I didn't make enough to say it is resolved.

and I don't see anyone talk about it today, is it really resolved?

Rishabh_Saxena
Great Neighbour / Super Voisin

that's true. Hope they become serious and solve this issue.

mixxim10
Good Citizen / Bon Citoyen

perhpas public mobile should offer good will credits to customer plans!  this is getting ridiculous as they pretend the issue has been resolved meanwhile everyone is complaining on the boards!

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