Calls Dropping or Poor Mobile Signal can be caused by

• Distance from a cell tower
• Obstructions
• Weather
• Outdated device software
• Network congestion
• Data provider issue / Data service issue

Where is the Issue Happening?

• Is this happening in a specific location, only?
• Is it an issue indoors vs outdoors?
• If there is trouble when indoors, customers may need to move to a location with better coverage or enable Wi-Fi calling 

1. Restart the mobile device

1. Toggle Airplane Mode on / off

1. Complete a SIM refresh

1. Ask the customer to make sure the software version on their phone is up to date
   • Updated software helps improve signal strength and ensures updated security
   • Jump to Verify Software is Up-to-Date for full instructions by device

1. For older devices only, make sure VoLTE Calls are enabled
   • iPhone  found in the Mobile Network Settings
     • Go to Settings  >  Tap Mobile Data  >  Tap Mobile Data Options
     • Tap Voice & Data  >  Toggle the VoLTE switch to On
   • Android
     • Go to Settings  >  Tap Wi-Fi & Network  >  Tap SIM & Network
     • Under Enhanced Communications, toggle the VoLTE switch to On
2. Enable Wi-Fi calling 

1. Reset network settings 

1. Troubleshoot the data connection if they are an Astound Data customer

1. If unresolved, create a Case in BOLT for the M&E Team to escalate to Reach
   • Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
     • Fill out the information as described below and click Submit
       • Trouble Call or Tech Case           Trouble Call
       • Service Category                         Mobile
       • Problem Description                   select one Activation Failure - New Number or Ported Number
       • Select                                           Mobile Line(s) Affected, Type of mobile device
       • Notes                                            Poor Signal/Dropping