topic Re: No service in Mobile Services

No service

Dave10006 — Fri, 25 Aug 2023 16:09:07 GMT

Have two phones mine and the wife and takes about 5 calls for 2 min of conversion even when on WiFi calling not happy with the service we are paying for

Re: No service

Katie_B — Fri, 25 Aug 2023 17:50:36 GMT

Hello @Dave10006.

I am sorry to hear this is happening.

Does this occur both indoors and outdoors?

Have you been able to check your area for any known issues? you can do this on the Network Status Checker.

Katie

Re: No service

Dave10006 — Fri, 25 Aug 2023 20:17:12 GMT

Yes the service is terrible we can call anybody without it cutting off even when on WiFi calling witch is also ee its not good at all

Sent from Outlook for Android<>

Re: No service

bristolian — Fri, 25 Aug 2023 21:03:27 GMT

WiFi-calling is fundamentally an extremely reliable service. If you are having calls drop when using it, then this would suggest that the WiFi signal has dropped out and no 4G-voice coverage is available for a handover.

Depending whether you're using Apple or Android, some phones have an option for "mobile-preferred" or "WiFi-preferred" which may be worth experimenting with, if one carrier is particularly strong. The network default is mobile-preferred.

Re: No service

Dave10006 — Sat, 26 Aug 2023 09:47:39 GMT

We have the WiFi preferred turn on and sit next to the router the phones will ring but you can not talk if you look at my call log to number ending in 675. You will see how how many times we have to make a call for a 2 minute conversion I've have been with ee for many years and now the service is shocking and does not work I seem to be paying for a service that just is not there

Re: No service

Katie_B — Sat, 26 Aug 2023 10:35:46 GMT

Thanks for getting back to us @Dave10006.

Do any problems show within your area?

You can check this using the Network Status Checker.

Katie

Re: No service

Dave10006 — Sat, 26 Aug 2023 10:47:59 GMT

I've checked and it says OK but other people I know that are with you have the same problem I just does not work

Re: No service

Katie_B — Sat, 26 Aug 2023 11:26:57 GMT

Thanks for checking @Dave10006.

Have you reported a problem? you can also do this on the Network Checker or by giving our technical care team a call on 150.

Katie

Re: No service

bristolian — Sat, 26 Aug 2023 14:42:01 GMT

Does your phone definitely show the WiFi-calling indicator when you have these problems?

How about if you enable flight mode and then activate WiFi manually? Thus disabling mobile coverage entirely

Re: No service

Dave10006 — Sat, 26 Aug 2023 16:22:13 GMT

You should not have to do this when paying for a service may as well have no sim card sorry for being blunt but the service has now been like this months

Re: No service

bristolian — Sat, 26 Aug 2023 17:27:28 GMT

I presume you're unhappy with my flight mode suggestion, intended as a process of elimination which may help ID the cause of your issues.

If you'd prefer to persist with EE CS troubleshooting, that's also your choice. Does your phone definitely show the WiFi-calling indicator when you have these problems?

Re: No service

Dave10006 — Sun, 27 Aug 2023 09:54:05 GMT

If we use what's app to ring each other it's a lot better but when I phone from work I am not connected to any network but if I ring normally its just gets cut off all the time I'm not very happy with the service and may be looking for a new provider when my contract is up even know I have been with ee gor about 20 years it just does not seem to work anymore

Re: No service

bristolian — Sun, 27 Aug 2023 10:19:44 GMT

Calls made over apps are not carried through EE's network as calls, but as data-traffic, so this doesn't prove anything either way.

In the context of calling from work, what do you mean by "not connected to any network", equally what do you mean by "ringing normally"?

There will be some methodical troubleshooting advice available here, which may well stand you in good stead when reporting this to EE CS.