topic Re: Can no longer recieve or make calls in Mobile Services

Can no longer recieve or make calls

Chewbeans — Mon, 28 Mar 2022 08:55:50 GMT

Hi there,

I have recently switched form a physical sim to an eSIM on my iphone 13. Unfortuantly since the switch I can no longer call anyone from my eSIM or recieve any calls. No tone is made the call just fails straight away.

I've tried to get into contact with EE help however obviously I cant make calls and the online chat wont appear.

Thanks for any help

Re: Can no longer recieve or make calls

Chris_B — Mon, 28 Mar 2022 09:07:32 GMT

@Chewbeans Have you removed the now non-functional Sim card from your device ?

Re: Can no longer recieve or make calls

Chewbeans — Mon, 28 Mar 2022 09:18:49 GMT

@Chris_Byes, the existing ee sim has been removed. It has been replaced with another sim that I use for travel which works perfectly fine.

Re: Can no longer recieve or make calls

Leanne_T — Mon, 28 Mar 2022 10:32:02 GMT

Hi @Chewbeans

Thanks for posting.

Are you in the UK?

Can you receive calls and texts to the EE number?

Leanne 🙂

Re: Can no longer recieve or make calls

Chewbeans — Mon, 28 Mar 2022 10:41:21 GMT

Hello @Leanne_T

Yes, I'm currently in the UK.

I am able to receive texts to the EE number however I am unable to receive or make any calls.

Many Thanks

Re: Can no longer recieve or make calls

Kirigaya_Kazuto — Mon, 28 Mar 2022 10:47:15 GMT

That's bizarre, what network is displayed in your settings? did you change the SIM card for calls and data to the eSIM in settings, Mobile data?

Re: Can no longer recieve or make calls

Chewbeans — Mon, 28 Mar 2022 11:44:28 GMT

Hi @Kirigaya_Kazuto

The current network selection is EE, it is on automatic network selection.

I have selected the eSIM as both the default voice line and mobile data.

Re: Can no longer recieve or make calls

Leanne_T — Mon, 28 Mar 2022 11:42:06 GMT

Hi @Chewbeans

Has this resolved the calls failing for you?

Leanne 🙂

Re: Can no longer recieve or make calls

Chewbeans — Mon, 28 Mar 2022 11:46:12 GMT

Hi @Leanne_T

No, unfortunately despite checking these settings the problem still persists.

Re: Can no longer recieve or make calls

Leanne_T — Mon, 28 Mar 2022 11:48:51 GMT

Thanks @Chewbeans

Have you restarted the phone since you changed to the eSIM?

Leanne.

Re: Can no longer recieve or make calls

Chewbeans — Mon, 28 Mar 2022 11:55:55 GMT

@Leanne_T

Yes, I have restarted the phone multiple times but it hasn't done anything unfortunately.

Re: Can no longer recieve or make calls

Leanne_T — Mon, 28 Mar 2022 12:12:57 GMT

Thanks @Chewbeans

If you can call us from any other phone on 0800 079 8586 the team will get this looked into for you.

Thanks 🙂

Leanne.

Re: Can no longer recieve or make calls

Chewbeans — Thu, 21 Apr 2022 16:55:39 GMT

Thank you so much for all your replies! Finally got around to phoning and managed to get a solution.

1: Turn off your phone

2: Remove physical sim

3: Turn on phone with just e-sim

4: insert physical sim back into phone

many thanks for everyone’s help!

Re: Can no longer recieve or make calls

SAJMIR1 — Thu, 30 Jun 2022 09:43:32 GMT

I need some help because my Sim card has been blocked

Re: Can no longer recieve or make calls

SAJMIR1 — Thu, 30 Jun 2022 09:44:58 GMT

Already done the bus still doesn’t work is there any way I can speak with someone just by Internet

Re: Can no longer recieve or make calls

James_B — Thu, 30 Jun 2022 09:49:23 GMT

Hi @SAJMIR1,

Welcome to the EE Community. 🙂

You can chat with Customer Care online at ee.co.uk/contact-ee.

Hope this helps.

James