Solved Calls drop in and out on 3G/4G only

[Moz]

Hi All,

I have tried to deal with this myself but getting nowhere.

When using the 3CX Android mobile app on a decent 3G/4G calls drop in and out making this method unworkable. The phone signal is perfect however the call quality indicator on the 3CX mobile client swings from green to red or vanishes. This is when calls drop out for up to 30 seconds before coming back and going again. I give up and call direct from my mobile.

I am using a Samsung S8 on O2 with the latest version of the 3CX mobile client. The 3CX PBX is in the cloud on Azure. We have no issues using the softphone client on workstations or the mobile app once connected to wireless.

We have tried all variations of codec priority in an attempt to resolve, nothing to date has worked well enough to stop this from happening.

Any ideas?

Thanks,

 

[eddv123]

Hi Moz,

Have you tried the IOS version with your system ? I personally have found the Android version to be a little flakey - however I find Android generally to be quite flakey.

Please also check on the phone and App:

* Latest updates and 3CX Phone update.
* Whether you are using Tunnel mode from the phone or a direct SIP connection (found under settings)
* Whether you are traversing at any point 3/4G to IP Wireless - ensure you are testing with no other Wireless connections that around that your phone can tag to - you would definitely get a drop then.

 

[leejor]

Have you tried this with more than one mobile provider, or handset? Using at more than one location? It may be, that the mobile tower that you have tested from, has a latency issue (heavy use?).

 

[Moz]

Hi Guys,

I only have Android devices to test with at the moment, the other being an S5. I have not actually tried on the S5 yet so will give it a blast just in case.

It sounds like a good test would be to try an iOS device so I will see if I can source one and report back.

The tests to date have been completed with wireless off on the phone and in many different locations. My main issue is when I am either walking, at another office or in the car. I can see the data signal is fine yet the call quality indicator is clearly not.

I believe that tunnel mode is always used by the mobile app when connecting to a cloud PBX but someone chime in if I am wrong.

Thanks for the input, I will update once iOS tests completed.

 

[leejor]

I would think that it is either an issue with the provider, or more likely, something (a setting, or anther App running) on the phone, that is causing this. What about using at a hotspot, over Wifi? How is that?

 

[Moz]

I would think that it is either an issue with the provider, or more likely, something (a setting, or anther App running) on the phone, that is causing this. What about using at a hotspot, over Wifi? How is that?

Hi Leejor,

Yes, I agree something is the cause, the next test will be to try a different device, OS and service provider.

All app settings are default and for the most driven by the extension configuration. Calls over wireless function normally.

Thanks,

 

[Moz]

Worth a mention that the cloud PBX is fully updated to SP6. The mobile OS is updated to latest supported Android on S8 and the 3CX mobile app is the latest version.

 

[CJ van der Westhuizen]

We have the same issue... the call answers with 3 full green bars and literally after about 5 seconds drops to 1 red... then comes back about 25 seconds later and then drops... this continues.

We do not have this problem with iPhones only on my Google Pixel 2 (Android). It's not a network-related issue either as I've used my O2 Sim in an iPhone and do not have this problem. It has to be with the way the Android 3CX configures...

I have tried another service provider on both iOS and Android and have the same problem... on iOS it works fine, but on the Android it doesn't...

 

[leejor]

Was this happening with the previous version of the 3CX App?

 

[CJ van der Westhuizen]

Was this happening with the previous version of the 3CX App?

I don't think so... but it's hard to say as I've moved to an Android device in June 2018... from what I've read, other users have said it's a problem associated with version 15.5??

 

[Moz]

HI All,

My problem was caused by an incorrect data plan from O2. Seems it had not been updated since my Blackberry days so was not giving me a true 4G connection.

A call to the provider and within 30 minutes full 4G and the system works as expected.

 

[YiannisH_3CX]

HI All,

My problem was caused by an incorrect data plan from O2. Seems it had not been updated since my Blackberry days so was not giving me a true 4G connection.

A call to the provider and within 30 minutes full 4G and the system works as expected.

Glad to see the issue has been resolved and thank you for updating the thread with your solution.