Calls break up when saying numbers

[Lisa3]

Has anyone experienced call breaking uo when trying to say numbers or a post code? 

Callers can hear me speak but starts to break up as soon as I start to say numbers 

[Drewi]

Are you using a Samsung phone? 

[JamesN]

No, it’s an iPhone 16

[JamesN]

It’s just happened again, on a call to a different call centre. So frustrating. Was giving a 6 digit number but in twos - ie 12 - 34 - 56.. but the 3 and 5 weren’t heard the other end! Turned off my wifi and seemed like she heard me more clearly! There’s definitely something going on.. what can be done, Three?

[PeteG]

Hello. 

I'm not sure if there's anything Three can do about that. As the issue went away when you turned off Wifi, it would seem to point to a problem with how the device is handling the connection. You can try turning Wifi calling off and seeing if this has the same effect. If so, you can at least go back to leaving the Wifi on while on calls. 

Pete. 

[JamesN]

I’m getting this too, I’m with Three and on an iPhone. seems plausible that noise cancelling might be a cause, was incredibly frustrating just now, talking to a call centre operative, trying to give my postcode and my insurance account number and the first digits and/or some numbers seemed to disappear as I said them! My first thoight was that it might be a setting at the call centre’s end, but not sure now. Has anyone worked out a fix? Can noise cancelling be switched off somehow? 

[Top9]

Having this issue now. Did you ever sort it?

[JonathanB]

Hi @Top9,

Is this also with a Samsung device, and specifically when reading our numbers/letters, or do you mean general distortion? Let us know a bit more about your experience and we'll do our best to help.

Thanks,
Jonathan

[Jillon3]

Hi Lisa, I have the same problem and it seems to be because of the pauses we make between each letter/digit. The mic seems to need a bit of wakeup time before it sends. I find that if I keep the noise flow unbroken eg by saying "yes?" between each digit, they can hear me OK. It seems to be some kind of delay around sound being recognised, recorded and dispatched so the first few milliseconds of whatever you say is not transmitted. I'm also Samsung and Three.

[JonathanB]

Hi @Jillon3,

That's a good theory, "noise cancelling" on the mic seems a likely explanation, the next step for testing a problem like this is to try to prove whether it's the phone or if the local network is a factor here.

I see on your other post you've mentioned using eSIM, so that makes it far less likely that a SIM swap will be relevant, however, are you able to test another SIM from a friend or family member in your phone? (I assume your phone still supports physical SIMs as well as eSIM) I wonder if the same problem will happen, which would help point to the phone as the cause, rather than the network.

I'd normally suggest putting your SIM in another phone if possible, but I think that'll be a bit more awkward with eSIMs, as you don't want to be transferring that back and forth between multiple phones.

Let me know if you're able to check this theory out.

Thanks,
Jonathan