Service issues at home

[sfb96]

Whenever I have to make or receive a call at home I have extremely poor signal - despite it showing full bars. I can call contacts, but anything other ie. Dr's, Bank, Customer Service lines leaves me being repeatedly informed that they can't hear me and the line is breaking up. No one else in the house has these problems - they're not with 3. There are also no issues in the area (M26) and this has been ongoing for a few years. I have spoken with 3 customer service to just be told there are no known issues in the area. 

Is there anything I can do or should I just switch providers at this point? I've been with 3 for over 10 years. 

Thanks in advance for your help!! 🙂

[jr0]

Hi @sfb96 

so in other words your phone shows you have good signal (as you said you have full bars), but voice calls to fixed line (i.e. any number other than 07xxxxxxxx) are no good. is that it? I'm curious do you have the same kind of problems when someones calls you from a fixed line?

Sorry to ask but what phone model do you have?

[sfb96]

Yes that's exactly it! Tends to happen moreso when I'm making the call, but has happened in receiving calls from a fixed line too - although issues aren't as frequent (any call I make has issues, but not all calls I receive has issues).

Phone is a Samsung Galaxy from 2021, so a relatively new model - but I had issues with previous phones as well. 

Thank you! 🙂

[jr0]

oh dear, not good, so you have problems either making or receiving calls from mobile and fixed lines regardless of the phone and both on cellular or wifi network 🤔
Do you have the same problem when you move outside of that area?

[sfb96]

No works fine outside of the house - seems to only be when I'm home but it means I can't make phone calls unless I go out which is very frustrating 

[jr0]

Trying to rule out if it is your handset - does it have latest updates?

You said "wifi calling doesn't solve the issue either", is your phone getting into WiFi calling when you are home? - if it is, means that coverage is not great despite you seeing full bars.

[JonathanB]

Good point here @jr0, it's worth bearing in mind that 5G doesn't support Voice calls if this is relevant, so although the phone could be showing good signal, it'll potentially be masking a poor 4G signal.

@sfb96 It may be worth switching the network mode over to 4G only (if applicable), to check if you're actually picking up a poor 4G signal despite having a strong 5G.

Also on the subject of Wi-Fi calling, we've occasionally seen situations where the signal isn't quite weak enough for this to kick in. Most devices will support you switching on airplane/flight mode, then leaving this on, you can switch Wi-Fi back on leaving the mobile signal off. This tends to be a reliable way to force or test Wi-Fi calling.

Hope this helps narrow the issue down,
Jonathan

[sfb96]

also to note - wifi calling doesn't solve the issue either 😕