Troubleshoot Poor Call Quality Issues (No Signal or Service, Dropped Calls, One Way Audio, Inaudible or Garbled Speech, etc.)
SUBJECT:
Troubleshoot Poor Call Quality Issues (No Signal or Service, Dropped Calls, One Way Audio, Inaudible or Garbled Speech, etc.)
SYMPTOM:
Echo / Garbled Speech / Poor Reception / Excessive Background Noise
Dropped Calls / Dead Air / One Way Audio / Fast Busy / No Service
Can't Understand Caller / Caller Can't Hear Me
Unable to Attach to GPRS / No Internet Access
Unable to place or receive calls
Dropped calls
FIX:

Overview

Weak signal strength may make it difficult to place or receive calls as well as connect to the Internet through the wireless phone. Signal strength varies based on physical location, and the phone needs adequate signal strength to properly connect to the Internet and place or receive calls.

Troubleshooting

Note:  If your phone is an iPhone, the following information may not apply.  Please see the topic:  Check signal strength and wireless data attach using iPhone.

 If unable to receive signal on the handset, resulting in any of the above symptoms (i.e., fast busies or NO SERVICE) perform the following:

  1. Validate the SIM card is inserted properly. (For GSM Services Only)
  2. Validate the device is powered on.
  3. Check the signal strength. The signal strength meter is a visual indicator of how well the phone is picking up the AT&T wireless network, which is directly related to your location within the coverage area. At least two bars need to be displayed on the signal strength meter to properly connect to the Internet and place or receive calls.
  4. Based on displayed signal strength:
    • If indoors and there are no signal bars are displayed, attempt to step outside and see if the signal improves. If so, then indoor coverage is not available at the current location. Move to open areas that are less likely to block the signal to increase the phone's signal strength. Confined areas such as tunnels, mirrored buildings, and elevators are known for blocking wireless signals.
    • If outdoors and there are no signal bars are displayed, if possible, relocate to another location approximately 5 miles away. If on the fringe of the coverage area, you may need to return to it—or to one of many roaming partners' coverage areas—to increase your phone's signal strength. Additionally, if you happen to be a fringe coverage area, be sure to charge your battery, as low battery in fringe areas can further decrease your phone's ability to pick up a signal.
    • If there are 2 or more signal bars, place an outbound call. If an error message is returned, attempt to troubleshoot that error recording first.
  5. Please contact Customer Care if problems persist.



If you are viewing information on devices or services, please note: content reflects instructions for devices and services purchased from AT&T.
Some differences may exist for devices not purchased from AT&T.


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