Her phone is having two issues:

  1. Texts from other phones are received several hours after they were sent when she’s away from home, texts that she sends always go through instantly. If she’s at home, she always gets texts instantly.

  2. Her phone keeps coming up as “offline” on some other phones.

As I stated in the title, I’m not familiar with phones, so I have no idea where to even start with this. I have done nothing more than a google search that didn’t give me any results relevant to the issues.

  • heartlessevil@lemmy.one
    4·
    1 year ago

    From that description it could unfortunately be any number of things. It could be a hardware fault. It could be the SIM card. It could be the phone is turning off the radios for power saving mode. It could be that their phone is losing connection with the cell tower. It could be that the phone is configured to use WiFI calling and is dropping the cell tower connection when connected to WiFi.

    So, I would suggest these options in order of most to least convenient:

    1. Check if any power saving mode is turned on and try disabling them to see if that fixes anything.
    2. Check that the phone is connecting to the right cellular network.
    3. Try disabling WiFI calling if it is enabled.
    4. Replace the SIM card with another one from your network provider.
    5. Do a factory reset on the phone to the manufacturer settings. This should fix any issues with software like WiFI calling or selecting the wrong cellular network.
    6. Replace the phone under warranty.
    • vortexal@sopuli.xyzOP
      1·
      1 year ago

      I can try those but I edited the post to add information she didn’t initially give me and to fix a misconception on my part, if it changes your response.

    • vortexal@sopuli.xyzOP
      1·
      1 year ago

      I tried what I could:

      Power saving mode is turned off.

      I have no idea how to check if it’s connecting to the right network.

      As far as I can tell, her phone only supports calling and texting through data. There isn’t an option for WiFi calling/texting.

      I guess that could work but It’s already using a custom SIM card from Tracphone because the phone is unlocked from it’s original provider.

      As far as doing a factory reset and replacing it, the issue isn’t bad enough right now that we would have to do that.