topic Re: Unable to make phone call in Mobile Services

Unable to make phone call

helenhe0326 — Tue, 11 Apr 2023 11:33:46 GMT

Hi guys, anyone experiencing unable to make outgoing phone calls, just dial the number, then the call ended

Re: Unable to make phone call

bristolian — Tue, 11 Apr 2023 11:42:51 GMT

is your phone showing coverage bars? And is this on all numbers, or just particular ones?

Can you receive calls OK?

Re: Unable to make phone call

helenhe0326 — Tue, 11 Apr 2023 11:46:30 GMT

Hi it does showing the coverage bars and I am not unable to call any number including 150 to customer service from my phone, I have asked my daughter to call me from her I pad, I can receive her phone call

Re: Unable to make phone call

James_B — Tue, 11 Apr 2023 13:38:35 GMT

Hi @helenhe0326,

Welcome to the EE Community. 🙂

Are you in the UK?

Are you using a pay as you go or pay monthly plan?

James

Re: Unable to make phone call

helenhe0326 — Tue, 11 Apr 2023 13:45:04 GMT

Hi yes I am in the Uk, and on monthly mobile bill, and I have just upgraded my sim only plan yesterday, thanks

Re: Unable to make phone call

James_B — Tue, 11 Apr 2023 13:50:03 GMT

Hi @helenhe0326,

Have you restarted your phone since your plan change?

If not, please give it a try and let me know if you see the same issue.

Thanks

James

Re: Unable to make phone call

helenhe0326 — Tue, 11 Apr 2023 13:59:13 GMT

Hi Jemes: yes I have switched my phone off and switched it back on but still having the same issue, not able to making and receiving phone calls

Re: Unable to make phone call

James_B — Tue, 11 Apr 2023 14:02:02 GMT

What response do you get if you text BALANCE to 150 @helenhe0326?

James

Re: Unable to make phone call

helenhe0326 — Tue, 11 Apr 2023 14:07:12 GMT

Your current charges to go onto your next bill are £0.00 (this excludes line rental, VAT & any unprocessed charges). You have unlimited data. Your current allowances are: 100 texts remaining from your UK texts allowance. Any allowances will refresh 13 Apr 2023. For a summary of your recent invoices and payments reply BILL.

For info on our other Text Services, reply HELP or go to ee.co.uk/text150

this is what I got after text BALANCE to 150

Re: Unable to make phone call

James_B — Tue, 11 Apr 2023 14:18:11 GMT

Hi @helenhe0326,

Please get in touch with Customer Care so a member of the team can make sure a call allowance has been activated on your new plan.

They'll be happy to help.

James

Re: Unable to make phone call

helenhe0326 — Tue, 11 Apr 2023 14:27:39 GMT

Hi James: thanks for helping me through and currently my phone is not able to call customer service and I have to wait for my husband back from work to use his phone to call

Re: Unable to make phone call

James_B — Tue, 11 Apr 2023 14:30:36 GMT

Hi @helenhe0326,

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

Hope this helps. 🙂

James