Intermittent but Recurring Connection Problems

[js10]

I've been having a somewhat recurring problem with my new phone (about six months old now) that is about the worst problem one can have with a phone -- inability to make or receive calls. Yesterday it happened again, and I knew it for sure when I tried to make a call and I immediately saw a "couldn't connect" message. I don't know if anyone tried to call me but failed.

The good news is that the problem is perfectly fixable simply by the old reboot technique. But I feel that it shouldn't be happening in the first place (it never did with my old phone). It's not like there's a big message on my screen saying "phone is offline" (and, strangely enough, as far as I can tell, I can still use its browser without the problem, so it's not even totally offline), so the problem could be occurring without me even noticing it until I try to make a call. Does anyone here know what would cause this to happen and how to prevent it? Thank you.

 

[B. Diddy]

Who's your carrier? What do the signal bars look like when this happens? If you're on 5G, are you able to change your phone to 4G only and see if that helps?

 

[js10]

Who's your carrier? What do the signal bars look like when this happens? If you're on 5G, are you able to change your phone to 4G only and see if that helps?

Sprint/T-Mobile (since the merger, obviously).

Good question about the signal bars and the ability to change. To be honest, I've been too upset about the issue itself that I haven't noticed. And the problem is that as this problem is intermittent, it's not like I can reproduce it now and find out. But based on past history, there's no reason to think it won't happen again so next time I'll be more observant.

PS. Speaking of Sprint/T-mobile, my first thought was to call them and have them troubleshoot. I did so, waited on hold for about a half hour, and then the person who picked up was a "customer retention specialist" who only does "light tech support." After going back and forth for a while with her, she finally said she would transfer me to a real tech support agent, but after about another half hour on hold I just gave up and said to myself "I better just ask Android Central." Not impressive!

 

[B. Diddy]

Telephone support in general is getting worse and worse in pretty much all sectors, likely related to staffing shortages. You might get quicker responses using Chat support on the T-Mobile website.

T-Mobile's 5G is steadily improving, but it's always possible that it's spotty in your area. I live in the Silicon Valley, where you'd think we'd have amazing infrastructure and speeds, but nope -- 5G download speeds for me are often in the single digits, so I just keep it off on my Pixel 6 Pro. I periodically check 5G to see if there's been any improvement, but as long as it's still the same or worse than 4G, I see no need to use more battery by having the 5G radio on.

 

[Mr Bojangles1]

It's possible the sim card isn't sitting properly. I would try pulling it out and then carefully putting it back in. Then see if the problem persists. Also inspect sim for any damage.

You can also try resetting your network settings.

 

[js10]

Well, the only thing about that is that it often happens in the same location (my house), and then when I reboot, it's suddenly able to connect again. So it seems more like the phone suddenly "forgot" how to connect and rebooting reminds it. In other words, some kind of bug with the phone. Which, again, is what I want to determine and then figure out how to fix/prevent.

Another option, by the way, is to just bring it to my local T-Mobile store to have them look at it in person. They might have more expertise, and, even though the store is about 15 minutes away, that's actually less than their hold time!

 

[Mr Bojangles1]

It's a possibility that your sim has become faulty because that can cause intermittent connection problems like you're having. I didn't see it mentioned yet so just throwing it out there as something to look into.

 

[js10]

It's a possibility that your sim has become faulty because that can cause intermittent connection problems like you're having. I didn't see it mentioned yet so just throwing it out there as something to look into.

Interesting, thanks. I would think that that's something that someone at the T-Mobile store might be able to determine better than I, so that's something I could ask them if it comes to that.

 

[mustang7757]

Have you tried to Reset network in settings>general management reset>reset network

 

[js10]

Okay, it is, in fact, happening again, so this time I could do a much better job of describing it. Once again, as soon as I try to make a call, it says "Couldn't Connect." Furthermore, when I try to text, the message says "Unable to send this message. Your device is not connected to a mobile network. Connect to a Wi-Fi network and try again." Now, when I go to Settings, Connections, and Mobile networks, I see that with 5G selected, under Network Operators it says "Emergency calls only." When I go all the way down to 2G, though, it says TMobile and I can, in fact, make calls.

So, that's a solution, but obviously not a good one. This is suppsoed to be a 5G phone. In fact, ONLY 2G works (not 3). One other thing I should probably note. When it's connected to the 2G network and I do get service, at the top of my phone's screen is a little E with up and down arrows below it. When 5G is selected and I can't make calls or send texts, it instead says 5G. I've noticed that sometimes it says 5G UC. Either way, there are usually two or three bars showing.

So, there you have it -- a much more informative description of the situation I'm dealing. With all of this said, any ideas? Thanks again.

PS. Mustang, after I wrote up this post, I just tried your idea, but it didn't help. But, again, it's not like I don't know how to fix it -- I just have to reboot. But I shouldn't have to keep rebooting just to be able to receive service! Clearly something is wrong here.

 

[mustang7757]

Okay, it is, in fact, happening again, so this time I could do a much better job of describing it. Once again, as soon as I try to make a call, it says "Couldn't Connect." Furthermore, when I try to text, the message says "Unable to send this message. Your device is not connected to a mobile network. Connect to a Wi-Fi network and try again." Now, when I go to Settings, Connections, and Mobile networks, I see that with 5G selected, under Network Operators it says "Emergency calls only." When I go all the way down to 2G, though, it says TMobile and I can, in fact, make calls.

So, that's a solution, but obviously not a good one. This is suppsoed to be a 5G phone. In fact, ONLY 2G works (not 3). One other thing I should probably note. When it's connected to the 2G network and I do get service, at the top of my phone's screen is a little E with up and down arrows below it. When 5G is selected and I can't make calls or send texts, it instead says 5G. I've noticed that sometimes it says 5G UC. Either way, there are usually two or three bars showing.

So, there you have it -- a much more informative description of the situation I'm dealing. With all of this said, any ideas? Thanks again.

PS. Mustang, after I wrote up this post, I just tried your idea, but it didn't help. But, again, it's not like I don't know how to fix it -- I just have to reboot. But I shouldn't have to keep rebooting just to be able to receive service! Clearly something is wrong here.

Sounds like your service not good with your current provider

 

[js10]

Sounds like your service not good with your current provider

Well, that's probably an understatement! But the question, I think, is what can be done about it. Anything?

And, also, how much of it has to do with my phone. I actually never had this issue with my old MotoG, which was not exactly a top-tier phone.

 

[mustang7757]

Well, that's probably an understatement! But the question, I think, is what can be done about it. Anything?

And, also, how much of it has to do with my phone. I actually never had this issue with my old MotoG, which was not exactly a top-tier phone.

If you can try a prepaid say Verizon or Att see what happens

 

[Mr Bojangles1]

Usually if Verizon has bad service in an area then T-Mobile is great and vice versa. Verizon seems to have better service in areas out in the boondocks.