Audio & calls

Call quality is bad on a brand new phone

This is usually a settings or SIM setup issue rather than a defect, since new phones rarely have hardware problems out of the box. Confirming SIM activation and carrier settings resolves most cases.

Difficulty
Easy
Time
10–20 minutes
DIY cost
$0
Pro cost
$0–$20

Symptoms

  • Static, choppiness, or dropped calls right after getting a new phone
  • Data and texting work fine but calls sound bad
  • Problem happens in areas where the old phone worked fine
  • Issue appeared after switching carriers or SIM cards

Likely causes

  • CommonSIM card not fully activated or provisionedA newly inserted SIM sometimes needs time or a manual step to fully register with the network.
  • CommonMissing carrier settings updateNew phones may need a carrier settings update pushed the first time they connect to the network.
  • PossibleNetwork band or VoLTE setting misconfiguredSome phones need specific settings enabled to use the carrier's full voice network.
  • PossibleCase or screen protector improperly covering an antenna areaCertain phone models have antenna lines that a case can block if misaligned.
  • Less commonDefective SIM cardA damaged or faulty SIM card can cause poor call quality despite good signal.

What to do

  1. Restart the phone to let it fully re-register with the carrier network.
  2. Check for a carrier settings update in Settings > General > About (iPhone) or similar Android menu.
  3. Confirm VoLTE (Voice over LTE) or HD Voice is enabled in network settings if your carrier supports it.
  4. Remove any case and test call quality without it to rule out antenna interference.
  5. Try the SIM card in another phone briefly, if possible, to rule out a defective SIM.
  6. Compare call quality with the old phone in the same location to isolate whether it's the phone or the network.
  7. Contact your carrier to confirm the SIM and line are fully activated and provisioned correctly.
  8. If quality remains poor after activation checks and updates, request a replacement SIM from your carrier.

Tools and parts

Replacement SIM cardSearch: “carrier replacement SIM card”

When to call a pro

If call quality stays poor after activation and settings checks, ask your carrier for a replacement SIM or a line-level diagnostic.

Safety

Generally low risk

Generally low risk for a careful person. Stop if anything looks different from what this guide describes.

Related guides

Operator provides AI-generated troubleshooting information. It can be wrong. For safety-critical, electrical, gas, structural, medical, automotive safety, or other high-risk problems, consult a qualified professional.