topic Re: Can’t make or receive calls in Mobile Services

Can’t make or receive calls

Jomorris — Tue, 21 Jun 2022 06:49:44 GMT

Morning. I’ve noticed for the last week or so that I can’t make or receive calls unless I have wifi calling turned on.

when calling out the line doesn’t ring but the person on the other end of the line has said they can hear me but nothing my end

any advice is greatly appreciated

Re: Can’t make or receive calls

Gg666gg — Tue, 21 Jun 2022 06:53:28 GMT

Silly question is your bill up to date??

Re: Can’t make or receive calls

Jomorris — Tue, 21 Jun 2022 06:57:46 GMT

It is yes

Re: Can’t make or receive calls

James_B — Tue, 21 Jun 2022 08:20:06 GMT

Hi @Jomorris,

Welcome to the EE Community. 🙂

Are you only having an issue in one location or everywhere?

Does the Network Status Checker show any problems in your area?

James

Re: Can’t make or receive calls

Jomorris — Tue, 21 Jun 2022 08:58:40 GMT

It’s the same everywhere. Home or outside it won’t make calls unless on wifi call. I’ve checked the network status and shows it’s ok.

Re: Can’t make or receive calls

James_B — Tue, 21 Jun 2022 09:08:15 GMT

Hi @Jomorris,

Does your phone show a strong mobile connection when you experience the issue?

Can you still use mobile data and send texts?

James

Re: Can’t make or receive calls

Jomorris — Tue, 21 Jun 2022 09:18:17 GMT

Yeah. No issues with signal and even when it’s on 4G it can’t use data either. Seems everything will only work when on wifi 😕

Re: Can’t make or receive calls

James_B — Tue, 21 Jun 2022 09:31:58 GMT

Hi @Jomorris,

Please get in touch with technical support so a member of the team can run through some diagnostics with you.

They'll be happy to help. 🙂

James

Re: Can’t make or receive calls

bristolian — Tue, 21 Jun 2022 17:08:07 GMT

If you are genuinely using WiFi-calling and not an app-based method, then those calls are routed over EE's central network in the same way as mobile-originated calls - and this proves your account is in order.

Does your phone show signal bars of the mobile network when you have problems? Does it make any difference if you drop your phone's network selection to 3G/2G, assuming one of them is available?