Calls going straight to voicemail

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  • Updated 3 years ago
When calling cell phone the call has been going straight to voicemail. Usually the second try the call goes through. I've had this happen in the past, and it was happening a lot yesterday. People couldn't get though to me, and I couldn't call out to people. This was happening with MTS and Rogers lots yesterday with me, my boss, and my coworkers. Some of us are on MTS and some are on Rogers.
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Dan, Champion

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Posted 3 years ago

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Jeremy, Official Rep

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Hi Dan, 
Any chance you are using iPhones?  I know there is a "Do not disturb" feature on them that when enabled prevents calls from ringing on their first attempt, however if a second attempt is made that one will usually go through.
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Dan, Champion

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Some of use use them and some use Samsung, but that is not the problem, we make sure do not disturb is not on. I've owned multiple brands of phones in the past and always get this problem every so often. But I have never experienced this on the CDMA network, just HSPA ever since it was launched.
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Jeremy, Official Rep

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Hmm, that is odd.  It could be due to the signal or area.  You mentioned it occurs with yourself and your boss/coworkers.  Does it occur mostly at your workplace?  I have heard of this occurring if you work in a big metal building as the signal may get blocked.  Your signal bars may show OK, but the signal may still fluctuate and cause calls to be missed.
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Dustin, Champion

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I have experienced this too as well.  It seems to be more prevalent on the HSPA Network...but a similar thing would happen from time to time on CDMA as well.  I have found it to be directly related to signal strength/Congestion.

I think the big difference between CDMA and HSPA is the experience for the person placing the call.  On CDMA, I found that the caller hears the phone ringing almost immediately, just like when calling a land line.  The cell phone receiving the call might not ring though until the caller hears the 2nd or 3rd ring. If the call didnt' connect, the caller would still reach the recipients VM, but after they heard a couple rings.

On HSPA, the caller typically doesn't hear the first ring until the call actually connects and the receiving cell phone starts ringing. When the same scenario as above occurs...the caller doesn't hear any ringing, and instead hears that the call went straight to VM. 

It's not necessarily an MTS specific issue per say...but more so a difference in the experience placing calls to HSPA devices vs CDMA.  Before HSPA, I was always able to tell if someone's cell was on MTS or Rogers, based solely on how long it took for me to hear that first ring.  
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JG, Champion

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I'm glad I'm not the only person who notices these weird little nuances lol. I remember for a while, it seemed when I called a landline from my cell, there was a long pause after pressing send, then I'd hear them saying "Hello? Hello?" like the line was dead.
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Tennille, Social Media Coordinator

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Hello Dan,

We can investigate this further if you call into Technical Support (204-225-5687) or send us an email at community@mts.ca with your phone number and some additional information, such as the address where you are when this happens the most often. Then we can pinpoint why this is occurring.

Thank you. :)
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Dan, Champion

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Hello, just called into tech support now and they are looking to see whats going on. They did say yesterday there was some issues with the services.

Thanks!
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Tennille, Social Media Coordinator

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Fantastic! Hopefully we can get it cleared up for you. :)
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JG, Champion

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I wonder if these issues will become more common as the telephone network must be almost all IP by now? It seemed way more reliable/stable back when phones were just phones! Maybe it'll improve if/when VoLTE is rolled out.
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Dan, Champion

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This problem still keeps happening! No one at the telephone technical support seems to have an answer!
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Dustin, Champion

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Are all the affected devices on LTE?  If so...have you tried turning off LTE to see if there is a difference? If devices on both Rogers and MTS are experiencing the same issues in the same general area...that would generally point to an RF issue of some sort (weak signal, congestion, tower issue etc...), rather than a provider issue. 

Since the phones only have one radio, they are either on LTE, or HSPA. Since calls are not handled over LTE,  the phone will kick down to HSPA when attempting to place a call.  If there is an issue or a delay connecting back to HSPA, the call will potentially not go through. When receiving a call, I believe there is a signal sent to the phone over LTE indicating that there is an incoming call, and to switch over to HSPA to accept it.  Again, if there are issues or delays switching over to HSPA, the call may fail (going to Voicemail).   

A co-worker of mine recently had a similar issue with a Rogers Blackberry, where every call they tried to place failed on the first attempt.  Restarting the device did not help, but turning off LTE took care of it completely. 
(Edited)
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JG, Champion

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I wonder if there is someone or something in the area giving off some major RF interference? Reminds me of how my key fob for my car doesn't work whenever I'm at or outside of Boston Pizza on Regent.

I doubt it's a cell jammer, but maybe some electronics guru has a homemade contraption that's blasting RF across a bunch of frequencies.