topic Re: Phone calls cut out iPhone XS in Archived Posts

Phone calls cut out iPhone XS

MrFox1980 — Thu, 20 Aug 2020 16:28:42 GMT

As the title suggests. Whether I am in the UK or overseas (currently I am) my

calls cut out unless I have the phone on speakerphone setting. Why is this? Many thanks in advance.

Re: Phone calls cut out iPhone XS

bristolian — Thu, 20 Aug 2020 16:43:24 GMT

Hi @MrFox1980

If you're saying that, regardless of signal bars, your calls are dropping in multiple locations whenever you use the phone's earpiece, that sounds horribly like a faulty phone to me. Although I'm at a loss why the phone's earpiece should cause the radios to drop calls, I would expect loss of incall audio to be more what you'd experience.

Do you know of anyone else on EE you could compare notes with? And perhaps swap SIMs with, to see if the fault follows the SIM or stays with the phone?

Re: Phone calls cut out iPhone XS

MrFox1980 — Thu, 20 Aug 2020 16:46:39 GMT

Thank you for the reply it means a lot, especially overseas at the moment.
I have no idea, I do not understand why the phone does this, it is especially frequent when I am overseas. When I but it on speakerphone however, the phone is fine. Bizarre!

Re: Phone calls cut out iPhone XS

Leanne_T — Fri, 21 Aug 2020 08:03:17 GMT

Hi @MrFox1980

Thanks for coming to the community.

Are you able to try your SIM card in another phone at all to see if the same happens?

Is your software up to date on your iPhone?

Speak soon 🙂

Leanne.

Re: Phone calls cut out iPhone XS

MrFox1980 — Fri, 21 Aug 2020 09:43:46 GMT

Hi Leanne,

Unfortunately I have no access to another phone, and the phone has been updated to the latest software.

Re: Phone calls cut out iPhone XS

Leanne_T — Fri, 21 Aug 2020 11:32:26 GMT

Hi @MrFox1980

Thanks for coming back to me.

Have you tried backing up the iPhone and resetting this back to factory settings?

Thanks 🙂

Leanne.

Re: Phone calls cut out iPhone XS

MrFox1980 — Sat, 22 Aug 2020 07:05:37 GMT

Hi Leanne,

Yes I have done that as well. It is very bizarre, as I have always had Apple phones and I have never had one do this. The phone has also had the carrier settings updated as well so the phone is as up to date as can be.

Re: Phone calls cut out iPhone XS

Jon_K — Sat, 22 Aug 2020 10:03:17 GMT

Hi @MrFox1980.

When will you be returning to the UK?

Does this happen in the UK as well as abroad?

Jon

Re: Phone calls cut out iPhone XS

MrFox1980 — Sat, 22 Aug 2020 10:32:40 GMT

Hi Jon,

It happens wherever I am. To be honest, I don’t make a great deal of calls when I’m in the UK anyway, but overseas it has become and annoyance. Calls via third party software (WhatsApp, Facebook) are fine. The phone is only 7/8 months old.

Im not certain when I will return to the UK, maybe in a month.

Regards,

David

Re: Phone calls cut out iPhone XS

Jon_K — Sat, 22 Aug 2020 10:36:48 GMT

Thanks @MrFox1980.

We will need to do some further troubleshooting to try and get to the bottom of this.

The best test to complete would be to put your SIM in another phone, and see if the problem still occurs.

Jon

Re: Phone calls cut out iPhone XS

bristolian — Sat, 22 Aug 2020 10:46:23 GMT

It doesn't add anything to troubleshooting here, but as general advice, "calls" via WhatsApp, Messenger etc aren't technically calls at all.

They're handled by the phone and network as data sessions, in a similar vein to web browsing.

Re: Phone calls cut out iPhone XS

MrFox1980 — Tue, 08 Sep 2020 06:49:29 GMT

Well in the current pandemic climate it may be a while before I return to the UK, so unfortunately I will just have to persevere with it.