Support Center

Why does it sound like I’m getting “dead air” while on a call?

You may experience what sounds like “dead air” while you are in a call on voice over LTE (VoLTE). The call goes completely silent for one party, but the call does not “drop” like it would on a 3G/CDMA call.

There are two scenarios to be aware of:

Scenario 1:  While moving/driving and dead air happens. 

When you are moving between sites the signal may fluctuate during a call, so at times it will be an expected behavior. The call will need to hand off to other towers and may encounter low signal areas. As the signal lowers there isn’t enough strength to transmit the call properly. As you get closer to another tower you will notice your call will resume as normal.

Scenario 2: Not moving and dead air happens.

If it appears to be an area with adequate coverage (3+ bars of LTE), you’re not moving but are encountering dead air then our network engineers will need to troubleshoot. Please reach out to Customer Service at (800) 438-2355 or 611 from your Appalachian Wireless device and provide as much information as possible.

Information that would be helpful includes the time of the call, the phone number of who you were on the call with, and how long into the call you were when the issue occurred.