Good morning, @barryr.1g13wt,
Since you’re new to our Community, it’s understandable that you would mistakenly think that moving your post from the monthly savings topic to its own topic and then offering to move it into the Problem Solving category would be equivalent to moving it “out of view”, but you’d be wrong. The way this Community is configured, the Problem Solving category has higher visibility than the General Discussions. And the more often replies happen, the higher the post sits in the “latest” list. So moving it to Problem Solving and then staying engaged in actually solving the problems will give your words the most visibilty, short of making it a banner post and, yeah, that’s not happening.
Troubleshooting a technical device requires trying things to see if they work. When our technicians research an issue, they begin with some basics, like making sure that the phones have the latest software. Some of the phones we support have some really nasty issues on old software, like one particular phone which can actually become completely unusable as a phone if the software is not updated from its earliest Android build. The technicians would be foolhardy to troubleshoot an issue on a phone with out-of-date software.
If updating the software seems to solve the issue, it could just be a matter of time before the issue happens again, meaning the problem was improved but not solved. Or something different could cause the same symptoms, meaning the problem was solved, but yes, we now have an identical-looking problem to deal with.
So I would hope the answer to how often you have to have the same problem fixed becomes “never” but in order to get there, we have to actually fix this problem.
I suppose I can understand the level of snark, it’s a clue to me that there’s something here we really need to work on because you’ve put up with it for far too long. Besides, I’m a fan of snark and enjoy deploying it as well.
I was just reading back through your Help Tickets trying to understand the issue you had before, and it appears someone sent you at least one replacement SIM card in the past. Did you ever receive it, and if so, did you try it?
I haven’t shipped anything yet, as I’m still awaiting your reply to my personal message (not publicly-visible) to confirm your address. Don’t reply with your address in this topic, this is publicly visible. But I’d also like to know what happened with that previous SIM shipment, if you tried it before and things were worse, then it’s hardly worth trying it again.
Can you tell us more about the calls to your wife that are dropped? For example, is she usually on Wi-Fi when it happens, or on cell? And likewise, where is your phone when it happens?
Calls going straight to voicemail are something to do with the receiving phone. There’s nothing the calling phone can do to cause that. So if that’s the most common symptom of the issue, we’d need to focus on her phone.
Calls being dropped mid-conversation could be either phone, so we’d need to look at lots of factors about both phones to figure that one out. Narrowing down whether it happens most often on Wi-Fi or cell can help us know where to troubleshoot.
This isn’t likely to be a one-and-done, problem-solved, type of conversation. I’m not offering to push a magic button and fix the barry-to-wife calling problem. I’m offering to come alongside, bringing some valuable expertise from our Community members, and troubleshoot with you until we figure it out. But for that, I’ll need your cooperation.
As I mentioned yesterday, I’m away from the office this week, on vacation, fulfilling a volunteer commitment, but I’ll check back in for your answers about the previous SIM card and the answer I need in the personal message about the address, later today. I also look forward to some answers about the phones’ locations (Wi-Fi or cell) when this seems to happen most.
I’ll go ahead and move the topic to our Problem Solving category because, despite the snark, it seems you really want to get this fixed, and I’m hoping you’ll give us a chance to figure this out.