topic Re: EE wi-fi calls failing! in Mobile Services

EE wi-fi calls failing!

crumbly78 — Wed, 23 Nov 2022 15:40:54 GMT

For weeks now my EE wifi calls while working from home are failing! Constant "drop-out" on calls are affecting my customers, and I'm getting angry feedback. Also, when my wife also works from home, she has the same problem with both her work-supplied phone, and her personal mobile. There is a serious problem with the EE wifi call system, and when I tried to get on the EE website on my mobile, there was a problem there today (23.11.22) at 15.40pm

Re: EE wi-fi calls failing!

Leanne_T — Wed, 23 Nov 2022 16:41:08 GMT

Hi @crumbly78

Thanks for coming to the community.

Which router are you using?

Leanne.

Re: EE wi-fi calls failing!

crumbly78 — Sat, 26 Nov 2022 18:15:15 GMT

A BTB Hub6, as a modem, with a Google nest router.

Re: EE wi-fi calls failing!

Christopher_G — Sun, 27 Nov 2022 08:45:59 GMT

Hi @crumbly78

Do you still have the EE router? If so, do you get the same problems with that?

Chris

Re: EE wi-fi calls failing!

crumbly78 — Sun, 27 Nov 2022 13:09:45 GMT

Hi Christopher.

Yes, I do still have the EE router, though with the WiFi turned off. It is operating as a modem to my Google Nest router,

The same problem persists if I disconnect the Google router, and restore the EE WiFi. I am convinced either I have a faulty BT Router/modem (unlikely), or the issue, which many others are having, is to do with the roll-out of the digitalisation of the BT telephone exchanges.....

Re: EE wi-fi calls failing!

crumbly78 — Sun, 27 Nov 2022 13:15:02 GMT

Hi Leanne T

A BTB Hub6. Which has performed well for over 2 years, until the local BT Exchange was changed to fully fibre this year. The Exchange is only 250 metres from my property, the Green cabinet is only 50 metres from my property, and the telephone pole from where the copper cable runs to connect to my property, is only 20 metres.

Re: EE wi-fi calls failing!

Christopher_G — Sun, 27 Nov 2022 13:30:52 GMT

OK, thanks @crumbly78

It may be worth speaking to our technical support team so they can help with this.

Chris

Re: EE wi-fi calls failing!

bristolian — Sun, 27 Nov 2022 13:34:34 GMT

Your phone's screen will have an indicator next to the signal bars which shows whether you're using "VoLTE" (4G-calling) or "WiFi-calling".

Which is displayed when your calls drop? VoWiFi will generally only kick in when your mobile service is minimal or zero.

Is your broadband connection stable for other purposes?

Re: EE wi-fi calls failing!

crumbly78 — Sun, 27 Nov 2022 14:11:29 GMT

Hi Guys.

Thank you for your replies.

Just to be clear. We are 22 miles from the financial centre of the UK, and yet have absolutely NO mobile signal at all. That is across all the mobile network providers.

The ONLY way our mobile phones work at home is through the EE WiFi Call system.

As I am typing these replies, I am getting a red banner flash up for a few seconds apologising for being unable to complete the action, indicating drop-outs.

Our phones show we are connected to wifi and to the internet, our other devices connect to the internet ok, and we can view content with no problem. Occasionally, my Sony smart TV will flash a message for a few seconds (just as my laptop does as I'm typing this) indicating that internet connection is lost, but not long enough to interrupt a programme.

But the "EE wifi call" banner does not now display on our phones at all, and hasn't for some time. It used to work perfectly. I've tried all the standard resets. Resetting the router, restarting our iPhones, disconnecting my Google router and restoring the BT router's WiFi. Nothing makes any difference. If we try to make calls, we cannot be heard by the other party, or we are cut off at our end. Calls made to our mobiles result in the caller being told our phones are unavailable.

I have spoken on our landline to EE technical support, who have referred me to BT. I have spoken with BT technical support, carried their recommended tests under their supervision, all to no avail. BT say the broadband is working fine, EE have not been of any help at all so far. I have no idea what the problem is, only that I am paying EE for a mobile phone service that does not work at home.

I'm considering contacting the CEO's of BT and EE, and OffCom, as this situation is completely unacceptable in today's internet-driven environment.

Re: EE wi-fi calls failing!

Christopher_G — Sun, 27 Nov 2022 14:53:35 GMT

Thanks for giving us some information about this, @crumbly78.

I've sent you a private message to try and get you some help with this.

Chris

Re: EE wi-fi calls failing!

crumbly78 — Sun, 27 Nov 2022 15:09:39 GMT

Hi Christopher _G

Thank you for your reply, and positive response.

I'm struggling a bit to understand how this EE community Forum works as I've only just joined it. How do I reply to your Private Message?

Re: EE wi-fi calls failing!

bristolian — Sun, 27 Nov 2022 15:11:42 GMT

Your location is immaterial for this troubleshooting, but there was a similar thread on here a week or so back where the user's broadband was otherwise working fine, and WiFi-calling worked perfectly well on other broadband connections - but something was preventing the two from working together.

Is that also the case for you - can you use WiFi-calling on other WiFi-routers? Or is yours a general "I can't use WiFi-calling anywhere" issue?

Re: EE wi-fi calls failing!

crumbly78 — Sun, 27 Nov 2022 15:22:43 GMT

Hi Bristolian.

I can use wifi calling when on other routers. Most notably recently, when in an apartment in Spain. The wifi call banner appeared and our mobiles worked perfectly.

It's only at home where we have this problem, No "EE WiFi Call" banner, no signal bar indicator showing, no ability to make calls, but access to the internet is fine otherwise....