Mobile cutting off in middle of calls

[Chris_B]

@Charles113  on what device?  And what is the signal like when this happens? 

[Charles113]

I have a Motorola , I have checked signal and it’s good  so don’t know why it’s happening I added more Data and it’s still happening so not sure if the sim needs replacing as it doesn’t say anything when it just cuts of mid call

[bristolian]

How is it that you've "checked signal and it's good"? Data has nothing to do with voice calls, except for being a good test of VoLTE/VoNR if you can use mobile data whilst on calls.

Can you clarify what you mean by "cutting off"? Are you reporting temporary losses of in-call audio? And if so - does the audio eventually return or do calls literally go 100% silent at random times and never return?

Or are you reporting dropped calls?

Are the problems always happening in similar locations? Or are they more general?

[Charles113]

Thankyou for your reply, but I was on phone call to hospital in Bristol and it cut of mid call and each time i tried to call back it wouldn’t even connect even though it was saying calling the it would drop. It doesn’t seem to make any difference whom I am calling, I have powered of and restart but it makes no difference.

The only difference I’ve made recently is added Google chrome as it wasn’t opening any videos saying  I didn’t have the app to open, also couldn’t reply to sms messages from NHS. Which is solved  with google chrome so I’m mystified as to why this is happening.

[Peter_W]

Hi @Charles113 😊

Thanks for reaching out to us here on the Community!

Whilst you've mentioned having good signal, have you had a chance to check the area via our network status checker to see if there are any known outages?

Whilst your serving mast may be working normally and a signal showing, if there's an outage nearby this can lead to congestion on the remaining masts, and a sometimes affect the quality of your service.

Have you checked to see if this issue is happening outside of this area, too?

Peter

[Charles113]

I have checked yesterday and today and it’s fine but tried to make a call today and mid conversation it cut off and time I tried calling back it wouldn’t connect so I’ve not got a clue as to what’s happening. Very frustrated 

[Peter_W]

Thanks for checking that @Charles113.

Have you managed to test this in any other locations to see if the problem persists?

If possible checking in an area a decent distance away is best, as it can help identify if it's network based, or linked to the device / SIM.

Peter

[Charles113]

please find enclosed a picture of what I’m getting when I try to sign in on my mobile 

[Peter_W]

@Charles113 I don't imagine this will be having an impact on your calls, but it's something else potentially to investigate. 

I can see you're on WiFi at the moment, do you see the same errors when trying via mobile data only?

Have you had the chance to try your calls elsewhere, too?

Peter