Jolla phone: Troubleshooting phone call, SMS & mobile data issues

Jolla -

This article aims to help you troubleshoot issues related to making and receiving phone calls & SMS, as well as mobile data related issues. This article is only for devices with SIM-cards.
 
Before anything else, please follow the simple steps below to find out if the issue you are facing is because of your Jolla or because of your operator's service:
  • Place your Jolla's SIM-card into another device. Does the problem persist on this second device?
  • Place another SIM-card (preferably from different operator) to your Jolla. Does this solve the problem?
  • Does the problem only seem to occur in a certain location?

If the answer to any of the questions above is "Yes", please contact your operator and ask for help.

If the answer is "No", please see the Contents below to help you.

 

CONTENTS

1 Reception, phone calls & SMS related issues
1.1 My device receives no network at all
1.2 My device receives network poorly
1.3 I miss calls and SMS messages without being notified
1.4 My device is constantly asking me to enter the PIN-code
1.5 During calls the voice of the person I am speaking with is distorted or choppy
 
2 Mobile data related issues
2.1 There's a strange mobile data icon on my lock screen
2.2 I can't seem to activate mobile data in Settings
2.3 I receive no errors but mobile data just doesn't seem to work
 
3 Other things to try and consider
 
4 Related articles
 
 

1 Reception, phone calls & SMS  related issues

 
This chapter will help you troubleshoot issues related to receiving and placing calls, as well as sending and receiving SMS messages.
 
To troubleshoot a MMS issue, please see here.
 

1.1 My device receives no network at all

 
If the issue is related to the SIM-card, when you open Settings > System > Mobile network, you will see the text "These settings are not available without a SIM-card". You may also see a picture of a grayed out SIM-card on your lock screen.
 
To verify that your SIM-card is entered correctly, please do the following:
 
1) Power off your Jolla
2) Remove your The Other Half cover
3) Carefully remove the SIM-card, and make sure that you insert it as shown in the picture below with the "corner" of the SIM-card towards the camera:
 
 
Please do not use SIM-card adapters with your device, because using adapters is likely to break your SIM-card reader!
 
If after re-inserting the SIM-card the issue remains, please see chapter 1.4 in this article about determining if the SIM-card reader is broken.
 

1.2 My device receives network poorly

 
Please re-visit the questions from the very beginning of this article:
  • Place your Jolla's SIM-card into another device. Does the problem persist on this second device?
  • Place another SIM-card (preferably from different operator) to your Jolla. Does this solve the problem?
  • Does the problem only seem to occur in a certain location?

If the answer is "No" to one or all of the questions above, please send us a service request. Please always mention what all steps you have followed prior to contacting us.

 

1.3 I miss calls and SMS messages without being notified

There is a known issue in legacy networks (read: operators and their networks that have been around for a long time) when devices attempt to switch between 2G/3G and 4G.

Jolla uses 4G network only for data, and therefore calls and SMS require that the phone switch back ("fallback") to 2G/3G. However, if the network is unable to handle the request to switch network bands, then notifications about calls and SMS might not come through.

To alleviate the issue, please go to:

1) Settings > System > Mobile network

2) Change "Network preference" to "Prefer 3G"

Your device should now receive messages and calls without issues also in legacy networks.


 

1.4 My device is constantly asking for the PIN-code

If your device is constantly asking for the PIN-code, it means that your device is losing connection to the SIM-card on your device.

Below is something you can try (after checking your SIM is properly inserted):
1) Remove The Other Half cover from your device
2) Press gently on top of the SIM-card reader with your thumb.

Your device can be powered on when doing this. If pressing down on the SIM-card reader affects the operation of your device (in a positive or negative way), you might be suffering from a failing SIM-card reader and you should send us a service request. Please always mention what all steps you have followed prior to contacting us.

A fully functioning device should react in no way to this procedure.

 

1.5 During calls the voice of the person I am speaking with is distorted or choppy

Poor reception can cause the voice of the person you are speaking with to sound of bad quality or it might disappear at times entirely.

Symptoms for network related audio issues during phone calls:

  • The voice of the person on the other end disappears entirely for a couple of seconds at a time
  • The voice at the other end is distorted, but adjusting volume neither improves or decreases the quality of the sound. The voice at the other end may be "robotic"

If you experience any of the symptoms described above, it is worth finding out whether these issues disappear should you make calls in another location. If the situation isn't improved even with another operator's SIM-card, we ask you to send us a service request.

Symptoms for hardware issues causing audio issues during phone calls:

  • The voice of the person at the other end is very soft regardless if you increase volume
  • The voice at the other end contains distortion and the louder the volume is or the louder the other person speaks this distortion is increased
  • You can't hear the other person at all

If you are experiencing any of the symptoms above we ask you to send us a service request.

2 Mobile data related issues

If you are having troubles with mobile data on your device, please answer the questions below:

  • If you place your Jolla's SIM-card into another device, does the problem persist on this second device?
  • If you place another SIM-card (preferably from a different operator) to your Jolla, does this solve the problem?
  • Does the problem only seem to occur in a certain location?

If the answer to any of the questions above is "Yes", please contact your operator and ask for help. You might need to verify that transferring data is allowed on your subscription.

2.1 There's a strange mobile data icon on the lock screen or I'm constantly being asked to connect to the Internet

An exclamation mark (!) signifies an unknown problem with the mobile data connection. You might also see the connection dialog pop-up, repeatedly asking you to select your connection method.

Please try running the “Restart network connection” function with Sailfish Utilities:

 
 
You can also try simply restarting your device, or temporarily putting your phone into airplane mode.
 
Should this problem regularly return, please explore the solutions in other sections of this chapter.
 

2.2 I can't seem to activate mobile data in Settings

Please run the "Restart network connections" with Sailfish Utilities (see above).

If this does not work, please revert your mobile internet connection settings (APN settings) to their defaults:

1) Open Settings > System > Mobile network.

2) Then, long press on the mobile Internet indicator at the top of the screen and select "Edit":

You will be taken to the settings of your mobile data connection:

Now select "Reset to default":

2.3 I receive no errors but mobile data just doesn't seem to work

Please see the steps detailed in chapter 2.2.

If doing so does not help, please contact your operator and verify the following things:

  • Is mobile data enabled for your subscription?
  • Are there any service outages or problems in the network?
  • Are there some connection settings you could enter manually?

If your operator is unable to help, please send us a support request and we'll do our best to help you out.

 

3 Other things to try and consider

  • Temporary problems in mobile networks may require you to restart your device to force a re-connect to the mobile network before everything begins working again.

  • You may have to request that your operator sends you the settings to mobile data again via SMS. To request these settings you might have to call your operator up and ask them to send them to you.

  • If connecting still does not work, you can try to configure your 3G connection manually. Ask for the mobile data connection settings from your network service provider and go to Settings > System > Mobile network. Then follow the screen shots in chapter 2.2.

  • It might be worth checking that your phone is trying to connect to a type of mobile network that is actually available. Go to Settings > System > Mobile network and change the "Network mode" to force your Jolla to use a certain kind of network. You can select between 2G, 3G and possibly 4G networks. After making a selection here, please give your phone a moment to search for the network.

  • Please note that the signal strength of GSM network may vary a lot depending on your location. Try to move around and avoid being inside steel and concrete constructions if you have trouble in getting the connection.

4 Related articles

How do I send and receive MMS?

I can't send or receive MMS, what should I do?

Establishing and configuring an Internet connection (Mobile Data and WLAN)

Troubleshooting a WLAN connection

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