Cause of dropped line? How to fix?
For the past 3 weeks, I have been on 20-30 calls where the line was dropped for no apparent reason. I was not in a moving vehicle; I was not walking around my house; etc. My wife, who also has Fizz service, has the same problem. It happens when we speak to a person who uses a landline or a mobile.
Any ideas on how to fix this?
Many thanks,
D
Answers
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Hi @Transferer
it seems more a problem in your zone
Can you check if the network operator is configured in automatic?
Do you have a good signal?
You should probably verify with the support
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Needs a bit more information. Does this always happen only at one location (roughly) or at different locations? Does it only happen with the same person or with different people? Does it only happen at the beginning, after a specific time or at random intervals into a conversation? VoLTE in use? How many signal bars do you have while the conversation is in progress? Has that changed in the last three weeks since this started? Did your phones change since this started? Can you re-dial the call immediately after it drops or is your phone showing signs of re-registering with the network immediately after the call drops?
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Here are the additional details:
Location: for me, it has always happened at home. I rarely use my phone elsewhere. My wife has had problems when about town.
Same/different person: it happens when speaking with different persons. For, my wife as well. Whether the other person has a mobile or a land line makes no difference.
Moment of the dropped line: quite early, perhaps within 3-4 minutes, for both of us. Wife says it doesn't happen later in her conversations.
VoLTE: voice & data are set to LTE
Number of bars: not noticed.
Change in the last three weeks: no change, but I used my phone less in the past 7 days. It still happens almost every time.
Change of phone: No. We both kept our phones (iPhone SE for me; iPhone 11 for my wife)
Thanks,
D
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Hi @Transferer
It seems to be a coverage problem. Is this still happening when you are outside the house? It could be an environmental change interfering with the signal and/or a change in power from the tower. If that's the case, I believe it will be very difficult to solve. However, you should contact support, providing the exact address, and they may be able to check it for you.
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I agree, it is difficult to diagnose. If you have problems both at home and about town, I'm going to assume more than one tower is involved. Or is your town very small? So, probably not a faulty tower. Different conversation partners rules out any issues on their end. Calls dropping after 3-4 mins but not thereafter is certainly weird but unlikely to be intentionally done by the network. VoLTE is in use, should rule out any issues with LTE-to-3G handover. No changes in hardware.
The only other thing I can think of, is your town right at the edge between Fizz' subscription/coverage areas? I.e. would your phones frequently flip between networks? But even that would be inconsistent with the "usually drops after 3-4 minutes observation".
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Hi @Transferer
My wife and her sister had this problem with a different mobile provider recently.
Their tech support advice was to reset network settings, which fixed the dropped call problem.
Be aware, however that saved network settings like wifi hotspot passwords will need to be put again to connect.
Cheers,
Brad
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Thanks for all the suggestions. I'll contact Fizz at this point since nothing seems to make sense. I live at the edge of Ottawa (Orleans, for those familiar with the area), so I don't expect coverage is an issue. For me it certainly isn't a handover issue since I am not moving when it happen.
D
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If you are in the Ottawa region, your phone may keep switching between the Vidéotron and the Freedom networks as they have parallel coverage in the Ottawa area. You may want to try and manually select (i.e. lock for phone to) one of the networks. Settings→Cellular→Fizz(i.e. pick Fizz Sim card)→Network Selection and turn off Automatic. The phone will do a scan for available networks, this may take a minute or two. I'm not quite sure what you would get from the scan, never been to Ottawa with my Fizz SIM. But you would expect you see two entries "Fizz" and some more entries "Fizz EXT". Pick one of the Fizz entries and wait until the phone is registered. Try using this for a while, see if it helps with the calls. If one of the Fizz entries is bad, try the other. Unfortunately, the only way to tell which one is which is after network registration by "dialling"
*3001#12345#*
If it says 302 500 under Network PLMN, you are on Vidéotron, if it says 302 490, you are on Freedom.
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