connectivity issue on 4G (LTE)

[Nee_BinaryCity]

Good day,

One of our users' is experiencing an issue with his extension, used on an iPhone 15 Pro whereby, the 3CX app remains in a connecting state, when it switches to LTE (gets off WiFi).

iOS version: 17.2
Model: MU783HX/A (iPhone 15 Pro Max)
3CX app version: 20.0.0.721

Interestingly, during the time the phone is in "connecting" state, we can see the status of other users, etc - we can even change our status successfully and it works. I've also been able to use the webclient on the same iPhone during this time, and the extension worked there just fine, but the iOS app remained in "connecting" state causing him to receive calls, but not have any connection in the call (can't hear the caller, or speak to the caller)

When we switch to WiFi, the 3CX app works just fine. When we switch to 3G, the 3CX app works just fine. When we switch back to LTE, the 3CX app works fine again, but after a while, the issue returns.

We bought the user a new phone as well, and had him set it up as brand new, and the problem still returned.

I logged a ticket with the 3CX team, and asked them to help me investigate and it was really not helpful so I am hoping someone here can make sense of this issue, please?

Regards,

 

[N_G]

This is a networking level issue that you must troubleshoot yourself with your 4G provider and your on premise/self hosted instance. 3CX works absolutely fine on 4G

 

[Nee_BinaryCity]

This is a networking level issue that you must troubleshoot yourself with your 4G provider and your on premise/self hosted instance. 3CX works absolutely fine on 4G

Hi Nick, Really cool that you're reverting to me on this yourself.

While I completely understand that we're convinced this is only on our end, I've retrieved logs, from the local iOS client that show otherwise. The problem is, noone at 3CX (support) wants to just actually take the time and understand what we are trying to show them.

If it was a networking issue, as you say - then the webclient on the same device would not be working to make phone calls. The issue is only present when using the 3CX iOS application. I've spent countless hours digging through logs (which I have also attached to the ticket mentioned previously). The problem is in the 3CX application on the same iOS device, using the same provider. When we would uninstall the 3CX application, and reinstall it, the issue would disappear for a short while, and return again after some time.

So I appreciate you reiterating what the support consultant said, but I unfortunately don't fully agree with you (or the support consultant), based on the information we see at hand.

 

[Nee_BinaryCity]

Hello Nick --

I would like to extend an apology. We just performed another test after your response, to try and prove to our ISP that the issue is indeed with them (we connected different devices to that users device for internet), and we were able to experience the same issue on the other devices as well. So the issue is now singled out to only this users' specific connection.

Apologies for my previous message (this came from frustration of having this issue for months and not being able to pin point where the problem is exactly)

This problem however, only affects the 3CX iOS application, so we will make contact with our ISP again today, and at least show them what we tested today, and hopefully they are convinced that the issue is primarily on their end.

Regards,

 

[N_G]

Thanks for posting. No problem at all.... Good luck with the network provider support. Maybe you can show the provider it working on another mobile operator.