Iphone 5S drops out in calls/cant hear

[gtobrien]

Hey Team,

My SO has an Iphone 5s on my account. But she works away in Wickford 2 weeks every month. Whenever she calls me, I struggle to hear what she says, because of the constant breaking up. It will also cut out during the conversation. She can be outside, inside, headset, no headset, the calls just keep breaking up. Its definetly her phone as no one else seems to have this problem calling me. Do you know what could be the cause/fix?

Thanks in advance,

George

[Jenny]

Hi @gtobrien

If the phone’s faulty, you can arrange for this to be repaired.

However, if it only happens when she’s in Wickford, it could be the network in the area.

I recommend you take a look at our network troubleshooting guide.

Thanks,

Jenny

[gtobrien]

Hey Jenny,

It seems to happen wherever she is. Do you think this would be the Sim fault or the handset? I looked at the coverage for the area she works, and 3G can be used inside and out.

George

[Retired-Rodney]

Hi @gtobrien 

You can try a different SIM to see if this makes a difference. 

If it doesn't, you'll need to send the phone for repair.

Thanks,

Rodney