Dropped calls on your cell phone

Having issues with dropped or incomplete calls? The troubleshooting steps below can 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 device 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 by turning off the WiFi on your phone.

Apple iPhone:

Select Settings.
Select WiFi.
Toggle the switch off, so the green is no longer showing.

Android:

Note: every Android is slightly different, but most will follow this basic formula.

From the home screen, pull down from the top to access the Notifications screen as well as the Quick Settings bar.
Locate the highlighted icon for WiFi. Tap on this icon to turn it off.
If you do not see the WiFi icon in the Quick Settings bar, then select Settings from your app list instead.
Select Connections (sometimes called Network and Internet).
Toggle WiFi off.

If the problem persists even with WiFi turned off, you can turn it back on and continue to the next step.

Step 3: Restart your phone.

Try turning your phone off and waiting for 30 seconds before turning it back on. Sometimes this can help.

For steps on how to restart an iPhone or Android phone, visit Restart your wireless phone. Once your phone is back on, try to see if you’re still experiencing dropped calls.

Step 4: Reset Network Settings.

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 connect back to WiFi after this is done.

Apple iPhone:

Select Settings.
Select General.
Select Reset.
Select Reset Network Settings.

The phone will turn off and back on. When it is back on, check to see if you have service.

Android:

Note: every Android is slightly different, but most will follow this basic formula. There are also some Android phones that don’t have this step. If so, please continue to the next step.)

Select Settings.
Select General Management. (Sometimes called System on different software versions.)
Select Reset.
Select Reset Network Settings.

Step 5: Test SIM card in another phone.

Since 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, please continue to the factory reset of your phone.

Step 6: Factory Reset your phone.

Note: this step will wipe everything on your device. You can back up your phone, but it is important to test the phone first before proceeding with a factory reset.

Apple iPhone:

View guide on how to do a factory reset and backup your iPhone.

Android:

Note: every Android is slightly different, but most will follow this basic formula.

Select Settings.
Select General Management. (Sometimes called System on different software versions.)
Select Reset.
Select Factory Data Reset.

Step 7: Try a different network option.

Apple iPhone:

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

Android:

Note: every Android is slightly different, but most will follow this basic formula.

Select Settings.
Select Connections. (On different Android versions, this may be called Network and Internet).
Select Mobile Networks. (On different Android versions you may have to select More first.)
Select Network Mode.
Select GSM Only.

If you receive a phone call after selecting a different network option and it doesn’t drop, please make note of this, then switch the network mode back to the original option. Continue to the next step.

Step 8: Check for outages.

If the steps above have not fixed the dropped signal issue, please visit our Wireless Troubleshooting page for additional support, where you will be able to check for outages and get assistance from our virtual assistant Anna. Please make note of a few recent examples of dropped calls, including the time(s), date(s), and the phone number(s) associated with these calls.