topic Re: Calls dropping sound in Mobile Services

Calls dropping sound

AndrewN2 — Tue, 29 Aug 2023 13:00:00 GMT

I am constantly on calls and the sound keeps dropping out for 15-20 seconds, if i keep talknig the other person can still hear me but i cna hear nothing then after 15-20 seconds sound comes back. It is very frustrating and a number of people have hung up because they do not believe i am stil lon the call even though as soon as I think the sound has dropped I talk constantly to try to assure them that I am still there. Iphone 13 is update ot date with software but I am thinking this must be a n EE network issue?

Re: Calls dropping sound

Northerner — Tue, 29 Aug 2023 13:54:50 GMT

Hi @AndrewN2

Are you using WiFi calling or the EE network (or reverse). You encounter this problem if you're on EE wifi calling and your IPhone picks up a mobile network signal. The handover on iphones is broken, but this is Apple fault.

I havent found a solution yet.

Thanks

Re: Calls dropping sound

AndrewN2 — Tue, 29 Aug 2023 14:40:55 GMT

I have Iwifi calling switched on but would not actively choose to use wifi calling and have had issues when driving in the car

Re: Calls dropping sound

bristolian — Tue, 29 Aug 2023 15:03:10 GMT

I've experienced these symptoms myself - if the audio dropout is momentary then a handover is the likely cause.

If it's longer, sounds like yours is, there's something else causing it. Check that VoLTE/4G-calling is displayed when the audio drops, then use the "report a problem" link on the website coverage tool under "check status"

Re: Calls dropping sound

FatRascal73 — Wed, 30 Aug 2023 12:05:27 GMT

Hi @AndrewN2

Having the same issue with Wi-Fi calling here this week too.

There is no hand-off to the 4G network as using flight-mode with Wi-Fi on only.

Audio quality is very poor. Issue has presented itself on two separate iPhones in two separate households using their own respective broadband connections (one BT and one Sky)

Have had to either ensure that Wi-Fi calling is off (disabling Wi-Fi) or switch to another method of calling e.g FaceTime.

Keeps happening, think this is the 3rd or 4th time in about 6 months or more.
It eventually goes back to normal after several weeks. Very frustrating when you are paying for the service.