Yes, the service does suck. I have 3 lines with them and the only reason I'm using them is to save money. Number of people using a service does not correlate with quality. By your logic McDonalds probably serves best food in the world because it's the most popular restaurant?
Just yesterday my wife walked into Dollarama (Metrotown), while I waited her outside. Tried to call her, but the calls wouldn't go through until she got close to the front glass. A lot of people tell me that they can't reach me while I'm in buildings, even though the phone shows that it always has some bars (Galaxy Note 10+). The service is good for homeless I suppose, as it mostly works well outdoors.
I used to have 4 lines with them, but switched 1 to Public. Ahhh, what a pleasure having reliable connection, when I tried Public for a few days myself. I would switch in an instant to any reliable network if I could find a plan comparable to my legacy $30 for 5Gb. I'm so tired of this crap network, that I'm even contemplating sacrificing some data and switching to Public 2Gb plan. What good is a lot of data if I can't count that my incoming calls will always come through?