iPhone dropping facetime audio connections

Question

iPhone dropping facetime audio connections

I use FaceTime audio every day when I am out on a walk. I have a good data plan and at home I have good WiFi. With one friend in particular, our FaceTime audio calls are constantly being disconnected. Sometimes, if we wait a minute, we get it back and other times we have to call back. We both have an iPhone 6s Plus although, when I was at home on WiFi, I switched to my old iPhone 5s to see if that made a difference and it didn't. I can be out walking using data or at home with WiFi and we have dropped calls continually lately. For the most part, she is usually at home with WiFi but I think it has happened with her being on data also. When I talk to other people using FaceTime audio, it usually works fine although I have experienced some dropped calls with others but it doesn't happen as often as with the one friend. I don't get it.

Mac Pro, OS X El Capitan (10.11.2)

Posted on Jun 18, 2016 11:00 AM

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Answer 1

erin_b1

Community Specialist

Jun 19, 2016 7:52 AM in response to Linda Cameron

Hi there Linda,

Thanks for stopping by the Apple Support Communities! It sounds like you are having some connection issues with one friend specifically while using the FaceTime audio call feature on your iPhone 6s Plus. I'll be glad to provide you with some additional troubleshooting options.

First of all, let's have both you and your friend confirm that you have cellular data enabled for the FaceTime app. To do that, go to Settings>Cellular. Scroll down and locate the FaceTime app under the "Use Cellular Data For" section. Make sure that the toggle switch is green.

From there, it would be beneficial to reset the network settings on your device. This will not impact any of your personal data, but you will need to re-enter your Wi-Fi networks and passwords. To perform this step, go to Settings>General>Reset>Reset Network Settings. Once your device restarts, test out FaceTime audio over Wi-Fi and cellular to see if the issue still occurs.

As a last resort, you can create a backup of your iPhone and then restore it back to factory settings. That would install a fresh copy of iOS on your phone and help isolate any potential software issues that could be interfering with FaceTime audio calls. Once you've tested your phone, you can restore the backup you created. The following article has the necessary information on how to accomplish the restore:

Use iTunes on your Mac or PC to restore your iPhone, iPad, or iPod to factory settings

Have a fantastic day!

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Answer 2

Jun 21, 2016 12:42 PM in response to erin_b1

I did go into Settings on my iPhone and made sure to turn on Use Cellular Data. Today, when I talked to this same friend over FaceTime we did not get disconnected at all. I forgot to ask her to do the same but will next time I talk to her. Thanks. I am not sure the problem is solved, but maybe it is.

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Answer 3

chuck_3rd

Community Specialist

Jun 21, 2016 12:56 PM in response to Linda Cameron

Hey Linda,

Thanks for the update, and I'm pleased to hear that FaceTime worked as expected for you today. Don't hesitate to reach out if you need any further assistance!

All the best!

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Answer 4

chuck_3rd

Community Specialist

Jun 21, 2016 12:56 PM in response to Linda Cameron

Hey Linda,

Thanks for the update, and I'm pleased to hear that FaceTime worked as expected for you today. Don't hesitate to reach out if you need any further assistance!

All the best!

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