topic Re: I am cutting out on phone calls in Get Support

I am cutting out on phone calls

Moto2024 — Tue, 12 Mar 2024 07:04:33 GMT

When I talk to someone on a call using my “Motorola one 5G ace”, I can always hear them but they say I am cutting out. Sometimes it is so bad that they cannot hear me at all, and other times it is just a minor problem for the person I am speaking with. Before I buy a new phone I was wondering if anyone has any ideas on what I might be able to do to troubleshoot the problem. I am guessing my microphone has an issue. Aside from this issue my phone performs quite well at everything else. Thanks!!!

Re: I am cutting out on phone calls

hTideGnow — Mon, 11 Mar 2024 18:54:45 GMT

hi @Moto2024 did you try your sim card on another phone ??

or try on your phone but change network mode to 3G and check if calls are better

Re: I am cutting out on phone calls

ducktail9797 — Mon, 11 Mar 2024 18:55:15 GMT

Can you try calling them through Whatsapp or something like that to see if it happens across the board?

Re: I am cutting out on phone calls

Brianna182 — Mon, 11 Mar 2024 18:56:48 GMT

You could take it to a phone repair shop if there's something wrong with the mic, but I have a feeling it's not the problem. I would try a few things like using your mic in different ways other than phone calls. Also try using speakerphone. And lastly try putting someone else's sim in your phone to see if it happens still.

Re: I am cutting out on phone calls

BKNS27 — Mon, 11 Mar 2024 18:59:50 GMT

@Moto2024

How many bars of signal is showing on your phone?

If it will is 2 or 3 bars and you can try the calls with headphones and if it is fine then it could be the microphone/speakers.

Re: I am cutting out on phone calls

Dunkman — Mon, 11 Mar 2024 19:20:10 GMT

@Moto2024

This phone is not on PM's list for VoLTE, so that can make a difference in your voice calling.

Here is some more information and list of VoLTE compatible phones:

https://www.publicmobile.ca/en/ab/get-help/articles/volte

Re: I am cutting out on phone calls

Moto2024 — Thu, 14 Mar 2024 03:00:27 GMT

WhatsApp does seem to work a lot better.

Re: I am cutting out on phone calls

Moto2024 — Thu, 14 Mar 2024 03:42:29 GMT

This could be the problem but I am not sure… I am going to get a new phone and hope for the best! Thanks for letting me know about Volte!

Re: I am cutting out on phone calls

Moto2024 — Thu, 14 Mar 2024 03:43:10 GMT

I have full bars. The other suggestions have not worked so I am gonna get a new phone, but thanks for helping!

Re: I am cutting out on phone calls

softech — Thu, 14 Mar 2024 03:47:35 GMT

HI @Moto2024

i wouldn't blame the phone yet. Can you try two things first?

see if you have a VoLTE toggle in the Connection screen, likely no. But if you have it, toggle it off and test

if you don't see the VoLTE toggle, then change the network mode to 3G and test the calls for couple days

Also, test your sim card in another phone for couple days if possible. Whether you test it on your phone or on another phone, test it in different area as well in case it is a local network issue