topic Re: Calls cutting out after 15 minutes in Mobile Services

Calls cutting out after 15 minutes

aspinas — Tue, 25 Oct 2022 08:48:10 GMT

Hi,

Over the last few weeks/months, i've been noticing that calls are cutting out after 15 minutes- not just related to one particular number. Its extremely frustrating. Signage coverage is good, and I am not calling by wifi/internet.

What would be the reason for this happening? And can this be fixed somehow. I'm using a Samsung Galaxy A-40.

Thanks

Re: Calls cutting out after 15 minutes

bristolian — Tue, 25 Oct 2022 09:08:16 GMT

Does your phone show VoLTE/4G-calling when this happens? Or are you using 2G/3G service?

And is this in one specific location, or different ones?

Re: Calls cutting out after 15 minutes

aspinas — Tue, 25 Oct 2022 09:13:14 GMT

I'm just using the standard ee mobile service- it doesnt show on my phone which service? I can just see the coverage bars. If I connect to mobile data it says 4G, however I don't have mobile data/wifi activated when calling.

It's different locations that its happening, all of which have good signal coverage.

Re: Calls cutting out after 15 minutes

bristolian — Tue, 25 Oct 2022 11:44:41 GMT

Android phones should show "VoLTE" next to the signal indicators when you're using the 4G network with 4G-calling active.

Similarly, the indicators should show "H" when on 3G or "E" or "G" for 2G.

VoLTE means "voice on 4G" which is the underlying tech allowing you to use voice calls & mobile data simultaneously while using a 4G connection.

Re: Calls cutting out after 15 minutes

aspinas — Wed, 26 Oct 2022 07:25:58 GMT

I made a call last night, and next to the signal indicators it didnt show anything that would suggest 4g or 3g. This only shows up if I turn on mobile data, and I dont have mobile data set as on when I make phone calls.

Re: Calls cutting out after 15 minutes

Christopher_G — Wed, 26 Oct 2022 07:34:57 GMT

Hi @aspinas

I'm really not sure why this is happening. It may be worth having a chat with our technical support team so that they can check everything on your account from our side.

Chris

Re: Calls cutting out after 15 minutes

bristolian — Wed, 26 Oct 2022 07:44:49 GMT

Check in your phone settings whether VoLTE/4G-calling is enabled. The exact location may differ, but on my Galaxy it's under Settings > Connections > Network > VoLTE calls.

Re: Calls cutting out after 15 minutes

aspinas — Wed, 26 Oct 2022 11:08:09 GMT

@bristolian under network mode it say LTE/3G/2G

Re: Calls cutting out after 15 minutes

bristolian — Wed, 26 Oct 2022 13:38:46 GMT

Network mode is one setting, VoLTE enabled is the other. You may not have it, but here's a screenshot from my Android with VoLTE enabled and showing next to the signal bars.

Re: Calls cutting out after 15 minutes

aspinas — Thu, 27 Oct 2022 06:47:15 GMT

thanks @bristolian I had found this in my settings, however I don't have data roaming or volte calls enabled, as I don't want to make calls using my mobile data.

Re: Calls cutting out after 15 minutes

bristolian — Thu, 27 Oct 2022 06:59:04 GMT

Data roaming simply means using data when using a network other than your own, such as when abroad.

VoLTE means making voice calls over 4G, and has nothing to do with mobile data.

Voice calls do not use data, I would strongly recommend enabling VoLTE as it can also lead to coverage improvements in some cases.

Re: Calls cutting out after 15 minutes

MrBee — Sat, 03 Dec 2022 18:11:08 GMT

Hi, I've had exactly the same problem with my phone as well. I had this issue with my Pixel 6 Pro, and now I still have the same problem with my new Pixel 7 Pro. It's not related to any phone setting as I've tried phoning using WiFi, using the phone sim and a number of other settings, but always the same result, after 25 minutes (give or take), I get cut-off, I call again and everything seems fine for another period. Not sure what's going on so if anyone has any ideas, "speak up".

Re: Calls cutting out after 15 minutes

Christopher_G — Sun, 04 Dec 2022 08:30:14 GMT

Welcome to the community, @MrBee.

Have you spoken to our Technical Support team about this yet?

Chris