leaving id

Hi ​@Nerichards9, 

We’re very sorry to hear about the issues you have been experiencing with calls and network coverage. We completely understand how frustrating this must be, especially when the service is affecting your ability to make and receive calls reliably in important locations.

Before any further decisions are made regarding the account, we would first recommend trying the following troubleshooting steps to help improve the service and call quality:

• Restart the handset completely
• Turn Airplane Mode ON for 60 seconds, then OFF again
• Ensure the handset software is fully updated

Please also try manually setting the handset to 4G/LTE only, as this can often improve call stability where 5G coverage fluctuates:

For iPhone:

• Settings
• Mobile Data
• Mobile Data Options
• Voice & Data
• Select 4G

For Android:

• Settings
• Mobile Networks / Connections
• Preferred Network Type
• Select 4G/LTE

Please also:

Enable Wi-Fi Calling if available:

iPhone:

• Settings
• Phone
• Wi-Fi Calling

Android:

• Settings
• Connections
• Wi-Fi Calling

Additional troubleshooting:

• Remove and reinsert the SIM card if using a physical SIM
• Reset the network settings on the handset
• Test the SIM in another handset if possible
• Check whether the issue occurs both indoors and outdoors
• Turn Automatic Network Selection OFF and manually reconnect to the network

As coverage can vary depending on location, buildings, congestion, and surrounding environment, these steps can often help improve the connection and call quality significantly.

If the issue continues after trying the above, please contact us via Live Chat or direct message through our social media platforms so that we can investigate the coverage further and review the account in more detail.

Owethu