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Unable to access the Internet during a call
| Unable to access the Internet during a call |
There are various scenarios in which a phone cannot access the Internet during a call. Please confirm the scenario you are encountering:
The primary SIM is unable to access the Internet while using it to make a call.
To access the 4G network during calls, you need to enable VoLTE HD calls. This feature must be supported by both your phone and carrier. Your phone and carrier must both support this feature to enable it (the HD icon shown below indicates that it has been enabled).
To activate the VoLTE service with your carrier and enable VoLTE HD calls on your phone, perform the following:
- Contact your carrier's customer service to activate the VoLTE service and confirm that the network covering your location supports VoLTE.
- Swipe down from the status bar to open the notification panel, touch and hold Mobile data, then enable VoLTE HD calls for the corresponding SIM card. (For some phone models, VoLTE is enabled by default. If so, you can skip this step.)
- Since the VoLTE service requires the 4G network, make sure that the 4G network you are using is functioning properly.
- After VoLTE is enabled, if the 2G icon is still displayed during a call and the Internet cannot be accessed, this indicates that the carrier's VoLTE network is abnormal. Contact the carrier's customer service for assistance.
The secondary SIM is unable to access the Internet while using it to make a call.
The following conditions must be met for the secondary SIM card to access the Internet while using it to make a call:
- Using the Phone software that comes with the system, this feature does not support third-party dialing applications.
- The switch that allows the secondary SIM card to access the Internet during calls is turned on. To turn on the switch: Go to .
Enable Internet access during calls, Switch data connection during calls, or Smart Data Switch . If the switch is unavailable, your phone does not support accessing the Internet with the secondary SIM card while using it to make a call.
This will consume the secondary card data, not the primary card data.
- After the VoLTE function is enabled on the secondary card, the HD icon will be present on the secondary card in the status bar, as follows:
The primary SIM card is unable to access the Internet while using the secondary SIM card to make a call.
- For details about whether your phone supports this feature, visit the HONOR website or contact HONOR customer service.
- Confirm that both SIM cards are on a stable 4G network, the VoLTE HD calls has been activated for the secondary SIM card, and an "HD" icon is displayed on the secondary card on the status bar (as follows). If the main card is a CTCC card, its VoLTE HD calls needs to be enabled as well.
If the issue persists, back up your data and take your device and proof of purchase to an HONOR Authorized Service Center for assistance.
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