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

I can’t make or receive calls

mardusj — Mon, 24 Apr 2023 20:29:52 GMT

I signed a contract with EE over a week ago and while my data is working just fine I just realized I cannot make or receive calls. It’s absolutely ridiculous as I paid my bills and I need to make an urgent call after hours of customer service and I cannot get any help anywhere. Whatever number I try to call it just cuts me off immediately.

I tried putting the sim card in another phone and it’s the same situation. Can someone please advise me on this?

network is perfect in my location in central London. WiFi calling enabled.

Re: I can’t make or receive calls

Northerner — Mon, 24 Apr 2023 20:49:12 GMT

Hi @mardusj

Can you try with WiFi calling turned off.

What device do you have?

Thanks

Re: I can’t make or receive calls

mardusj — Mon, 24 Apr 2023 20:51:44 GMT

Hi, I have tried. It’s the same result. I turned the phone off and on and no difference.

Re: I can’t make or receive calls

bristolian — Mon, 24 Apr 2023 21:46:13 GMT

Do you have a VoLTE/4G-calling indicator?

What do you mean by "after hours of customer service"?

Re: I can’t make or receive calls

mardusj — Mon, 24 Apr 2023 21:49:01 GMT

I meant as in I couldn’t contact EE live anymore as the 150 customer service closes quite early.

how do I check if I have VoLTE/4G-calling indicator? I have full 4 bars on my top right screen.

Re: I can’t make or receive calls

mardusj — Mon, 24 Apr 2023 21:50:52 GMT

I have 5G auto on.

Re: I can’t make or receive calls

bristolian — Mon, 24 Apr 2023 21:53:26 GMT

Android phones will have a "VoLTE" logo next the signal indicators, iOS I believe has "4G call".

This will indicate whether your voice calls are being placed over 4G or one of the legacy 2G/3G networks.

Re: I can’t make or receive calls

mardusj — Mon, 24 Apr 2023 21:55:59 GMT

I have an iPhone 12 Pro.

voice & data settings are turned on for 5G auto. I didn’t make any changes there.

same result - I hear 3 beeps and cut off whenever trying to call any number.

Re: I can’t make or receive calls

Leanne_T — Tue, 25 Apr 2023 07:22:01 GMT

Hi @mardusj

Thanks for coming here.

Can you send and receive texts?

Have you been able to make and receive calls since you received the SIM?

Leanne 🙂

Re: I can’t make or receive calls

mardusj — Tue, 25 Apr 2023 07:25:48 GMT

I can text via iMessage which I understand is data. And data works.

My number used to be prepaid and I upgraded to a plan. I was able to call when I had prepaid.

Re: I can’t make or receive calls

Leanne_T — Tue, 25 Apr 2023 07:29:00 GMT

Thanks @mardusj

In this case, please get in touch with our mobile care team and they will get this looked into for you to see what could be causing this.

Let me know how you get on.

Leanne.

Re: I can’t make or receive calls

Sherrian — Sat, 29 Apr 2023 10:30:13 GMT

Hi mardusj,

We’re having the same problem here in Yorkshire. Last month BT spoke with us about changing our sims onto EE sims, we’re told that BT were hoping to move all sim customers over anyway by 2025 and that both run on the EE network so it would be no different re- coverage but they could give us a better deal. We were told in March “we’ll send you the 3 new sims, wait until you device says no signal then put them in”. Only 2 if the sims arrived so I got in touch with EE (another lengthy call), another sim arrived the next day. We waited and waited for our phones to say “no service” as we’d been told to, but to no avail. I made another phone call, followed by more, and after money being taken out of the bank for no service whatsoever I called BT / EE again. I insisted the monies be repaid and that I expect the monthly payment to come out of my bank in advance from when our sims go live. Finally we were told to put them in on 5/4/2023, which we did. Since then my husbands phone is mostly unable to call anyone, he occasionally gets through and even then the conversation sounds all glitchy and broken up.
we tried the other sims in my husbands phone, whilst talking to EE and it was decided that my husbands sim was faulty, so another sim was sent out. Hey ho, we could talk to each other ok but my husband still wasn’t getting a strong enough signal to be able to get in touch with our house cameras or Alexa to turn things on and off, yet with the BT sims we had no problems even though they were on the same network. My husband is disabled and also recovering from a heart attack so it’s very important that we have contact all the time, we’ve told EE this, been passed from different people again, one girl told me if you have any problems here’s my email address, I’ve sent 2 emails to her but no reply came. Finally after more contact with EE I got to speak with a guy who asked us to try all sorts, phones off then back on, go into settings and reset our network settings, turn Wi-Fi off and do speed tests through Ookla, of which we’ve now done loads as they had to be done every hour, those were quite pathetic so asked to do them again from a different area, which we did ready for the promised call back Thursday, the callback never came so still in the same situation ggrrrrr

Re: I can’t make or receive calls

James_B — Sat, 29 Apr 2023 13:24:11 GMT

Hi @Sherrian,

Welcome to the EE Community. 🙂

If you are having problems connecting to your smart home devices, it sounds like you don't have WiFi turned on.

Turning on WiFi should also resolve any indoor coverage issues you're experiencing by allowing you to use WiFi Calling.

Hope this helps.

James