topic Re: iPhone keeps stalling, calls disconnecting in Archived Posts

iPhone keeps stalling, calls disconnecting

NA23 — Fri, 21 May 2021 08:59:24 GMT

Hi All

I am having issues with my iPhone:

1. A random blue circle appears at the bottom of my screen and then my phone freezes. This is happening (all the time) so I’m unable to use my phone.

I am not sure of the blue circle feature of as it might be to do with voice recognition or safari or it could be Siri as I have not used it before but it just pops up all the time now.

2. My incoming and outgoing calls keep getting disconnected when I answer them.

3. I am unable to make work calls or speak with my family and friend so it’s impacting me on a personal and professional level. Especially when I am working from home.

Please can you help? I have already googled this and taken all the necessary steps that involve resting my iPhone settings, deleting apps in the background etc and nothing has worked.

Re: iPhone keeps stalling, calls disconnecting

martyn413 — Fri, 21 May 2021 09:33:56 GMT

Hi @NA23

Which iPhone do you have and can you tell me which version of ios you have installed please?

Thanks,
Martyn

Re: iPhone keeps stalling, calls disconnecting

NA23 — Fri, 21 May 2021 19:55:39 GMT

Hi Martyn,

I have iPhone 11 and the 14.5.1 of the iOS installed.

Please let me know if you can help?
Thanks

Re: iPhone keeps stalling, calls disconnecting

Chris_B — Fri, 21 May 2021 20:29:08 GMT

@NA23 Do you mean this one

Re: iPhone keeps stalling, calls disconnecting

NA23 — Fri, 21 May 2021 21:38:00 GMT

Yes - it’s exactly that.

Please confirm why I am getting that and how I can resolve it?

Thanks

Re: iPhone keeps stalling, calls disconnecting

Christopher_G — Sat, 22 May 2021 07:33:20 GMT

Hi @NA23

Welcome to the community.

It means an application is using the microphone, so it will probably show when you're on calls, using the camera, using Siri, or any other app that requires the microphone.

Chris

Re: iPhone keeps stalling, calls disconnecting

NA23 — Sat, 22 May 2021 08:38:43 GMT

Thanks for replying Chris,

The issue is that it comes up on my phone all the time and it freezes. How do I resolve it?

I have never experienced it before so why now? Also it pops up when I’m not using the microphone for example when I’m sending a text.

Re: iPhone keeps stalling, calls disconnecting

Christopher_G — Sat, 22 May 2021 09:43:39 GMT

I believe it may be part of the latest software update, @NA23.

Could you try force closing all of your apps? Open an app, then swipe up. Then swipe up again on each app that is open.

Does the orange circle still show?

Chris

Re: iPhone keeps stalling, calls disconnecting

Chris_B — Sat, 22 May 2021 12:55:05 GMT

@NA23 That’s Siri and there are 2 ways to access Siri one is to say “hey Siri” the other is to hold down the on button. Can you put your phone on a table access your messages and start typing do not hold the side of the phone. Does Siri pop-up ?

Re: iPhone keeps stalling, calls disconnecting

NA23 — Sat, 22 May 2021 13:38:07 GMT

Thanks for the clarification.

Siri pops up out of the blue when I am using my phone. E.G for texting, when I am browsing the internet, my phone completely freezes for ages and I obviously can’t use my phone.

My questions are:

1. Is there a way to disable Siri?
2. Why does my phone disconnect all the time (without any reason) - nothing to do with Siri

3. Why can’t I answer any incoming calls even though I see them it on my screen - again it has nothing to do with Siri

Thanks

Re: iPhone keeps stalling, calls disconnecting

Chris_B — Sat, 22 May 2021 14:10:51 GMT

@NA23 back up your device uding iCloud backup or a PC using iTunes. Then you want to go to settings>general>reset>erase all content and settings.

you then can restore your device from your back up you then you need to test your device once it’s restored.

It sounds like your device is corrupt.

Re: iPhone keeps stalling, calls disconnecting

NA23 — Mon, 07 Jun 2021 22:15:31 GMT

Hi Chris

I have reset all my contents and settings and restored everything on my phone.

I even blocked Siri from appearing on my phone via settings but I now get the voice control message pop up instead and my phone freezes as it keeps disconnected like it did previously and I can’t answer or make work phone calls which is impacting me.

I have tried everything that’s been suggested on this forum. What’s the solution to this problem please?

thanks

Re: iPhone keeps stalling, calls disconnecting

mikeliuk — Mon, 07 Jun 2021 22:53:06 GMT

Has it been checked if the phone is faulty on its own with the SIM removed, both connected and disconnected from WiFi?

If safe to do so without data loss, would it be worth checking if the phone is faulty after a reset but before restoring data?

Was anything recently installed that could be removed? Is there any lag or overheating that suggest background processing or something stuck in a tight loop?

Re: iPhone keeps stalling, calls disconnecting

NA23 — Tue, 08 Jun 2021 18:18:01 GMT

Please can this be escalated further to management?

I have tried the above suggestions and the issues got worse after trying them. I have had the issues for a while now and have been open to all suggestions on this forums but nothings worked. I simply can’t go on like this.

I am on a monthly contact for a phone that I can’t use other than texting (barely). It freezes when texting few characters and you can imagine how long it takes me to type on here.

I can’t go on like this as my phone is significantly deteriorating. The calls now disconnect after couple of seconds from all my family and friends and regarding my work calls I can’t keep apologising to my boss and my clients for missing and cutting off calls it looks really unprofessional on my part as I’m still working from home.

Please can you confirm if there is an option of where you can provide me with an alternative phone whilst I send this off for repairs to you.

I would be grateful if you can reply back urgently.

Thanks

Re: iPhone keeps stalling, calls disconnecting

mikeliuk — Tue, 08 Jun 2021 18:21:22 GMT

From a quick search online, it seems there are a number of ways to escalate and one of them involves speaking to a Team Leader or Manager.

It may be worth considering the best strategy as provided in the below link.

My personal recommendation would be to nail down the blame by various tests such as trying your SIM in an Android phone, or trying another SIM in the phones where you see the faulty behaviour.

If there is no time for debugging, from a practical perspective it may be necessary to circumvent the issue entirely by an alternative method of communication (switch both service provider and phone, or use an online method of communication).

https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-practice

Re: iPhone keeps stalling, calls disconnecting

NA23 — Tue, 08 Jun 2021 19:23:07 GMT

Thank you so much for the prompt response.

I can’t initiate to speak to a manager or a leader as my phone doesn’t allow me to keep the connection. And I’d rather they see what’s going on in this thread.

I would like EE help me fix this issue by senior management contacting me directly on this platform.

Apologies for the stern request, I wouldn’t ask for it if I wasn’t in dire need.

Thanks in advance.

Re: iPhone keeps stalling, calls disconnecting

XRaySpeX — Tue, 08 Jun 2021 19:26:34 GMT

Be as stern as you like, no one will contact you from here. No progress on it will be reported from EE here. This isn't CS but a user discussion forum which can have no access to your specific account. You need to query this with CS.

Re: iPhone keeps stalling, calls disconnecting

wardi — Tue, 08 Jun 2021 19:56:07 GMT

NA23.. you mentioned voice control - is this the effect where whatever button you press on the home screen a voice tells you what you have just pressed? If so let me know as I had this symptom on an android phone and I know how to switch it off - shouldn't be much different on an iPhone.

Re: iPhone keeps stalling, calls disconnecting

NA23 — Fri, 02 Jul 2021 20:22:17 GMT

Hi Wardi,

Yes I think so!

Please let me know how to turn off the voice control on my phone.

I would really appreciate it.

Re: iPhone keeps stalling, calls disconnecting

wardi — Fri, 02 Jul 2021 22:29:47 GMT

@NA23.. just to emphasise this isn't normally a fault, it is something which is accidentally activated within the device. OK, voice control is designed for blind and partially sighted people, each button/command needs to be pressed 2/3 times to make anything work. This is how I removed it on a Samsung Galaxy phone.

1. Place TWO fingers at the top of your screen and gently pull down to reveal your notifications. Voice control will be listed there if it is indeed the problem.

2. Tap on the voice control line to confirm (the voice will speak) then quickly double tap the same line. If this doesn't work at first just double tap again. This should take you to the settings page where you will see voice control is turned on.

3. Repeat as above, tap that line once to confirm and then double tap which will turn voice control off. I did get an additional box just to confirm that I did wish to turn it off, again double tap it.

That's it. If any of your actions do not complete don't worry - just try again. Good luck!