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iPhone keeps dropping Calls

hena
Level 2

I have a new iPhone 11 that keeps dropping calls on the TPG Network. I have gotten to the point of leaving TPG and cancelling my contract. Whenever I am on a call after a few minutes I get 3 beeps and the call is dropped - very annoying.

 

Yes I have taken the phone into the Apple shop and their diags come up with nothing. I have changed to a new TPG SIM as they suggested but still the same story. TPG also reset my network what ever that means. So I tried resettting phone network settings, took the phone into Apple again and did a full restore of the phone yesterday, resetup all my Apps and waiting for results. I have also switched off wi-fi on the phone since I had a feeling the home wireless TPG model was doing funny things with say wifi calling etc.. I have given up calling on social media apps as well. Apart from leaving TPG I am at a loss as what to do here and Apple will not replace the phone either.

 

The phone signal has 4 bars throughout the house, so not sure if the dropping is to do with the Cellular signal or not but we did get rare drop outs outside the house. Going back to a wired modem is not really an option as the house has poor Telstra cables prone to dropouts anyways.

12 REPLIES 12
Shane
Moderator

Hi @hena 

 

Have you tried to insert a different ISP SIM card into the iPhone itself? If yes, how did it go? Getting 4 bars of mobile reception should not affect or cause any phone call interruptions.

 

Regards,

 

 

hena
Level 2

It has taken lot of frustating time to sort this issue just not worth the trouble and I am to yet to see the light. Getting a different provider's SIM is the next think to try and I did have that in the back of my mind as I just had a drop out after doing a full restore of the iPhone, so much for Apple support. Still tossing up between the device and the network as to where the problem lies. Maybe another phone to try to isolate the problem next.

hena
Level 2

Brainstorming... do you guys have a eSIM yet, would that be another option?

Shane
Moderator

Hi @hena ,

 

If you have someone at home that uses a different mobile carrier or TPG users we suggest to try use a different SIM card. This will help us identify if it is the handset itself causing issue or the SIM card.

 

We currently do not support eSIM.

 

Regards,

 

 

hena
Level 2

I actually have another user also on TPG account. Would that be an issue?

 

Also the Modem is the new Wireless TGP supplied one but usually has full bars. Just wonder if you have wifi calling enabled on the iPhone if it would cause any dramas for this reason I have switched off wifi for troubleshooting.

 

I am thinking if the phone drops with 3 beeps it may mean the signal has dropped? or it switches off wifi? does it use wifi on a Cellular call at all?

Shane
Moderator

I'm sorry, but I'm a little confused with the current setup. Does the phone call dropout only occur when the iPhone is connected via Wi-Fi using the TPG home wireless broadband? Or does it also happen when using mobile data?

Because Wi-Fi calling should not affect the phone call, it will only help to provide better call quality.

 

We need to isolate the iPhone alone and use a different SIM card to identify if the phone call issues will still occur using a different network or SIM card. Even if that issue still occurs, it means the handset is faulty.

 

If not, we will have our mobile specialists help us perform troubleshooting with the current SIM card.

hena
Level 2

Hi Shane,

If there is another phone in the house on the TPG/Voda Network can that cause a problem?

Aubrey
Moderator

@hena This should not cause any problem. 

 

We recommend we continue with the isolation.

 

1. Try your TPG SIM on another handset

2. Try a different SIM on your phone

3. Try disabling the wifi calling on your handset, see if that makes any difference. Accessing WiFi Calling on your device

 

Aubrey

 

hena
Level 2

Trying with another older iPhone handset same TPG SIM.