topic Calls dropping out! in Mobile Network discussions

Calls dropping out!

Penpp — Tue, 02 May 2023 15:22:30 GMT

So I've had my phone for a whole 7 weeks and have never managed to have a phonecall that doesn't drop out! I can hear the other person but they can't hear me and then the call goes( not them hanging up!)

I've had a new SIM, been in-store 3 times for the handset to be checked, the last time was today for 2 hours and when it was returned apparently there was nothing found! Funny that because the same problem happened on the first call I had!!!

I can't think a new phone should be this problematic, so how do I get to speak to someone and request a replacement? I mean a phone is for calls after all and this one isn't doing that!

Really fed up, sorry about the rant🫤

Re: Calls dropping out!

Northerner — Tue, 02 May 2023 15:40:45 GMT

Hi @Penpp

What device do you have?

Are you using EE network or WiFi calling?

Have you checked EE network status checker and coverage checker?

https://coverage.ee.co.uk/coverage/ee

Thanks

Re: Calls dropping out!

bristolian — Tue, 02 May 2023 16:55:48 GMT

Do these problems happen in one specific area? Or different locations?

Re: Calls dropping out!

Penpp — Wed, 03 May 2023 07:26:08 GMT

Hi it's a Google pixel 6a and yes using EE network. It happens anywhere not a specific place.....have managed to speak to someone at EE who is trying to help sort it out.....

Thanks for the suggestion

Re: Calls dropping out!

Penpp — Wed, 03 May 2023 07:27:25 GMT

Hi, I can be anywhere.... haven't managed a whole conversation!

EE have spoken to me and are trying to help.

Thanks

Re: Calls dropping out!

Christopher_G — Wed, 03 May 2023 10:28:25 GMT

Keep us updated on what happens please, @Penpp.

Chris

Re: Calls dropping out!

Joolsmc — Thu, 27 Jul 2023 01:13:24 GMT

I feel your pain. My husband and I have call drop outs which didn't start until we bought new phones. We don't have WiFi calling on but volte is on. We can be chatting with someone for about 30 seconds to a minute on speaker phone and the call just cuts off. Very frustrating when you've been waiting in a queue for 20 minutes. I thought it was just my phone at first but it's happening with my husband's phone too. We both have one plus phones. I explain to the people I am calling that I may get cut off and they say it happens often so there is something strange going on but I haven't been able to find out what. I'm going back to EE for them to investigate and if they don't help I'll speak to Vodafone. Going to start logging the drop outs.

Re: Calls dropping out!

Joolsmc — Thu, 27 Jul 2023 01:15:47 GMT

Hi, have you had a result with EE?

Re: Calls dropping out!

James_B — Thu, 27 Jul 2023 06:57:46 GMT

Hi @Joolsmc,

Is there any reason why you haven't activated WiFi Calling on your device?

Are you only having this issue in one particular location?

James

Re: Calls dropping out!

Joolsmc — Thu, 27 Jul 2023 12:46:21 GMT

Hi James

We have WiFi calling activated but tend not to use it because our internet can sometimes cause problems. I can switch it on and try that to see if it helps but we should have a descent EE signal in the first place. If we have a power cut we couldn't use wifi calling and power cuts can happen often where we live especially in the winter months. Our EE signal is presently 4 bars but sometimes drops to two and I've read that a weak signal can sometimes cause dropouts. We never experienced this before we bought out new phones but from what I've read, we are not the only ones experiencing this. We have had drop outs in other areas of the country. Thanks Julie

Re: Calls dropping out!

James_B — Thu, 27 Jul 2023 12:59:38 GMT

Hi @Joolsmc,

Testing with WiFi Calling should help us confirm if it's a mobile network issue.

What does the coverage checker report for your location?

Are any problems reported if you use the 'check status' option?

James

Re: Calls dropping out!

bristolian — Thu, 27 Jul 2023 16:47:01 GMT

@Joolsmc wrote:

I've read that a weak signal can sometimes cause dropouts.

Where have you read this? It's not true - the onscreen bars are just a rough guide to coverage and measurements between phones can often vary, for the exact same signal.

Does your phone show a VoLTE (Android) or 4G-calling (Apple) indicator when you have calls drop?

Re: Calls dropping out!

Joolsmc — Fri, 28 Jul 2023 00:48:03 GMT

Hi James

I've checked the coverage for my area and it says excellent inside and out 4G and it's not reporting any issues.

I'll let you know what happens in due course.

Thanks

Julie

Re: Calls dropping out!

Joolsmc — Fri, 28 Jul 2023 01:09:27 GMT

It's all over the internet, weaker signal can cause dropouts especially if you are further away from a mobile mast. My phone was showing volte but not now that I'm on WiFi calling.

What do you think causes call drop outs?

Re: Calls dropping out!

James_B — Fri, 28 Jul 2023 06:55:42 GMT

Any problems since you switched to WiFi Calling @Joolsmc?

James

Re: Calls dropping out!

Joolsmc — Fri, 28 Jul 2023 12:55:22 GMT

Hi James, I'll need a good few weeks to test this. I'll get back to you once I've spent more time on the phone.

Thanks

Julie

Re: Calls dropping out!

Leanne_T — Fri, 28 Jul 2023 13:21:12 GMT

That would be great, thank you @Joolsmc

Leanne 🙂

Re: Calls dropping out!

bristolian — Fri, 28 Jul 2023 16:31:24 GMT

A weaker signal does not of itself cause call drops - a signal that is too weak to hold a call, can. My point is that the indicated signal bars on phone screens are only a rough guide and two different phones can often give different readings for the same carrier.

There are many potential reasons for dropped calls, poor coverage is just one.

Re: Calls dropping out!

Joolsmc — Fri, 28 Jul 2023 18:00:22 GMT

For me that's the same thing but thanks for your explanation.

Re: Calls dropping out!

Joolsmc — Fri, 01 Sep 2023 21:43:55 GMT

Hi Leanne

So I've been using WiFi calling for 4 weeks now and I've had zero drop outs so it's definitely my EE signal.

Have been with EE for more years than I care to remember and have been in the same house for all of those years and never had a mobile call drop out ever until the last nine months where my husband and I have both experienced dropped calls. WiFi calling is ok but the clarity of the call is not good. How do I progress this further to resolve it?