topic Re: Cannot receive calls from certain numbers in Mobile Services

Cannot receive calls from certain numbers

domhankinson — Tue, 30 Oct 2018 21:49:57 GMT

hope someone can help. I am having trouble receiving calls from certain numbers, specifically my wife and a friend at work. Both constantly get call failed / no such number when they try to call. Others have complained of the same. I have only been with the network for just over a week but the same problem was occurring on my previous contract with a different handset with Asda mobile (also using EE network). This isn’t therefore sim or handset related.

Had a frustrating 40 min chat session yesterday with EE - going round in circles only to be told that the “systems were down” and to try later. I insisted on this being escalated but have heard nothing back.

This is a serious matter as my wife needs to be able to contact me in case of emergency due to personal reasons.

I switched from Asda specifically because of this problem thinking a change to a reputable network and a change of handset (to iPhone X) would solve this issue.

any help would be appreciated but please kindly note that this is NOT phone or sim related as both have been changed recently. It appears to be network related or a specific issue with the routing of calls to my number.

In researching this Online I have read of others having similar problems on virgin network (also EE service).

Was hoping for better support from EE if I’m being honest

thanks in advance

Re: Cannot receive calls from certain numbers

domhankinson — Mon, 29 Oct 2018 23:41:41 GMT

Yes they are both on Vodafone. Other Vodafone numbers work though.
Will have to persist with CS but it is very frustrating.
Just posting here on the off chance someone has had similar problems that they have been able to resolve.

Get Outlook for iOS

Re: Cannot receive calls from certain numbers

Fatboy71 — Tue, 30 Oct 2018 21:58:50 GMT

kindly note that this is NOT phone or sim related as both have been changed recently. It appears to be network related or a specific issue with the routing of calls to my number.

Did you restore your iPhone off of a backup?

I'm just thinking, you may have accidentally blocked the numbers in question, and restoring the backup over to your new iPhone, would carry the blocked list of numbers over to your new iPhone.

Can you go into Settings, scroll down to "Phone" and touch it.

On the next screen, go into the "Call Blocking & Identification" section.

Have a look in there and see if there are any blocked numbers, specifically the numbers in question.

Re: Cannot receive calls from certain numbers

domhankinson — Tue, 30 Oct 2018 22:03:52 GMT

thanks for the response. Yes already checked this - no joy I’m afraid!

Re: Cannot receive calls from certain numbers

Fatboy71 — Tue, 30 Oct 2018 22:07:45 GMT

@domhankinson wrote:

Hi

thanks for the response. Yes already checked this - no joy I’m afraid!

Ok.

Are the two numbers you are having the issue with, on the same network?

The only think I could suggest is to get in touch with customer service again, and get them to look into more deeply, as there is something a miss. Unfortunately we have no account access on here I'm afraid.

Re: Cannot receive calls from certain numbers

domhankinson — Wed, 31 Oct 2018 07:21:47 GMT

Yes they are both on Vodafone. Other Vodafone numbers work though.

Will have to persist with CS but it is a very frustrating experience.

Just posting here on the off chance someone has had similar problems that they have been able to resolve.

Re: Cannot receive calls from certain numbers

Fatboy71 — Wed, 31 Oct 2018 08:23:49 GMT

@domhankinson wrote:

Yes they are both on Vodafone. Other Vodafone numbers work though.

Will have to persist with CS but it is a very frustrating experience.

Just posting here on the off chance someone has had similar problems that they have been able to resolve.

Please post back with how you get on, and also if you need anymore help 🙂

Re: Cannot receive calls from certain numbers

Katie_B — Wed, 31 Oct 2018 09:20:53 GMT

Hi @domhankinson.

Welcome to the community.

Have you recently ported your number over to EE?

Can you successfully call these numbers?

Katie 🙂

Re: Cannot receive calls from certain numbers

domhankinson — Wed, 31 Oct 2018 10:07:31 GMT

Hi Katie

yes been with EE for close to two weeks but it was the same issue with my old contract and old Samsung phone with Asda mobile.

My friend has been unable to call me for a while but the problem with my wife calling me only kicked in around 3-4 weeks ago.

Reason for switching was that I thought I was either problem with Samsung phone, sim or network issue with Asda. The switch hasn’t solved this though. So I can rule out this being a problem with the handset (or handset settings) or with the SIM card

thanks

Re: Cannot receive calls from certain numbers

Katie_B — Wed, 31 Oct 2018 10:13:41 GMT

Thank you for confirming this @domhankinson.

Does this only occur when your wife and friend try call you, Can you call them successfully?

If you can give us a call I would recommend speaking to the technical support team who can look into this further for you.

Keep us posted on how you get on 🙂

Katie

Re: Cannot receive calls from certain numbers

domhankinson — Tue, 09 Apr 2019 12:21:02 GMT

An update on this one...

I know of 3 phones that are unable to call me...all on Vodafone (which may just be a coincidence).

2 days ago I changed the 4g setting on my wife’s iPhone from ‘data and calls’ to ‘data only’ and hey presto calls work again.

Tried it on my friends iPhone and the same happened...worked instantly. I can’t find a way of turning off 4g calling on Samsung for the third phone though.

Anyone any idea what this issue will be? My wife doesn’t mind leaving the 4g calls setting off, but I can’t expect others to do this and there may be lots of other people that can’t call me that I’m not aware of

Re: Cannot receive calls from certain numbers

Jon_K — Tue, 09 Apr 2019 14:47:43 GMT

Hi @domhankinson.

Thanks for coming back.

Did you report this to our Tech Care team so they can investigate it further?

Jon

Re: Cannot receive calls from certain numbers

domhankinson — Tue, 09 Apr 2019 14:59:58 GMT

No I haven’t Jon. I had a nightmare on the phone last time being bounced from one dept to another, and being promised multiple times that someone would look into this and get back to me...with me then having to chase.

I thought I would post here first

Re: Cannot receive calls from certain numbers

Jon_K — Tue, 09 Apr 2019 15:06:53 GMT

Thanks @domhankinson.

Our Tech care team will be able to raise an investigation ticket to get this looked at further.

Hopefully someone with a similar experience can help you here if you don't want to call straight away 🙂

Jon

Re: Cannot receive calls from certain numbers

Profile closed — Tue, 09 Apr 2019 16:06:51 GMT

@domhankinson is your phone in a building or in a blind spot when they can't get through to you? Being inside certain structures can hinder signals.

In your MyEE app go to Settings, Network Permissions and turn on Share Network Location... This might help EE to improve your service.

I know this doesn't explain it all, but it might help somewhat.

Re: Cannot receive calls from certain numbers

domhankinson — Tue, 09 Apr 2019 16:19:59 GMT

No it isn’t location specific. My wife (and others) haven’t been able to call me (regardless of location) since I joined the Network last year - until now when I have changed this setting.

They weren’t even getting my voicemail or an engaged tone. Their phone would just flash up with ‘call failed’ a second or so after they clicked on my number and then revert back to the home screen.

I don’t have any problems with making calls from my phone to there’s

Re: Cannot receive calls from certain numbers

Gray19 — Fri, 09 Aug 2019 14:51:36 GMT

Having exactly the same issue. Telephone wipes and started again. Sim reset and still no success

Re: Cannot receive calls from certain numbers

domhankinson — Fri, 09 Aug 2019 15:00:42 GMT

As a work around, I changed the 4g setting on my wife’s iPhone from ‘data and calls’ to ‘data only’. She can now call me.

I tested this from the other phones in question and this also worked.

All other phones in question are Vodafone.

Anyone any ideas what this problem can be and a more permanent fix that doesn’t involve me asking all my friends and family to change their phone settings?

Come on EE

Re: Cannot receive calls from certain numbers

Leanne_T — Fri, 09 Aug 2019 16:53:16 GMT

Hi there @Gray19 @domhankinson

Thank you both for coming to the community.

If you can give our Tech Gurus, a call on 150 we will be able to get this looked into further for you both.

Thanks.

Leanne.

Re: Cannot receive calls from certain numbers

domhankinson — Fri, 09 Aug 2019 17:00:12 GMT

I did...and got nowhere. Thats why we are on here!

Got told it was a Vodafone problem when it clearly isn’t as the Vodafone users in question only have a problem calling me