Dropped calls on mobile phone: troubleshooting tips

Having issues with calls dropping, “call failed” errors or incomplete calls? Follow the steps below to help solve this problem.

Note: A dropped call may be caused by poor signal/service on your device. Get troubleshooting tips for poor signal/service now.

Step 1: Check if you’re in an Extended Coverage area

If you’re on a call while entering an Extended Coverage area, your phone will drop the call when it switches over. Once you see EXT appear on your screen, you can call back to complete your call. Learn more about Extended Coverage now.

Step 2: Turn off your WiFi

Make sure the issue is not related to WiFi calling. Turn off the Wi-Fi on your phone. Need help? Learn how to disconnect Wi-Fi now.

Step 3: Restart your phone

Try turning your phone off and waiting for 30 seconds before turning it back on. If you need help, just follow the steps to restart your Android phone or iPhone.

Once your phone is back on, test to see if you’re still experiencing dropped calls.

Step 4: Reset your network settings

(For dropped calls in several locations)

Dropped calls in multiple locations suggest an issue with your device. Reset your network settings by following the steps below.

Note: A Network Settings Reset will delete your saved WiFi and Bluetooth settings, so don’t forget to note down your WiFi password and connect back to WiFi after this is done.

Apple iPhone:

  1. Select Settings.
  2. Select General.
  3. Select Transfer or Reset iPhone.
  4. Select Reset.
  5. Select Reset Network Settings. (Note: All WiFi and Bluetooth settings will be erased.)
  6. Your iPhone will restart automatically. Test a call.



Note: While every Android is slightly different, most models will follow these basic steps.

  1. Select Settings.
  2. Select General Management. (Sometimes called System on different software versions.)
  3. Select Reset.
  4. Select Reset Network Settings. For some devices, this may be Reset Wi-Fi, mobile & Bluetooth. (Note: All Wi-Fi and Bluetooth settings will be erased.)


Once the network settings have been reset, restart your phone and test a call.

Step 5: Test SIM card in another phone

(For dropped calls in multiple locations)

If you’re experiencing dropped calls in multiple locations, it could mean your phone is having issues with getting signal. To test this, put your SIM card in another phone and see if the problem persists. If you confirm that the issue is within the phone itself, place your SIM back in the original phone and continue to the next step.

If the SIM does not work in either phone, continue to Step 7.

Step 6: Try a different network option

(For dropped calls in specific locations)

Follow these steps to test a different network option.

Apple iPhone:

  1. Select Settings.
  2. Select Cellular.
  3. Select Cellular Data Options.
  4. Under Enable LTE or Voice and Data, select Off or 2G/3G.


Note: While every Android is slightly different, most models will follow these basic steps.

  1. Select Settings.
  2. Select Connections (sometimes called Network and Internet on different versions of Android).
  3. Select Mobile Networks (you may need to click on More first).
  4. Select Network Mode.
  5. Select GSM/HSPA.


Try placing a phone call and note if it works. If it does, contact us.

If this does not work, switch the network mode back to the previous selection and continue to the next step.

Step 7: Visit our Network Help & Outages page

If the steps above have not fixed your dropped-call issues, please visit our Network Help & Outages page, where you can ask our virtual assistant AskJack about outages or other network issues.

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