topic Re: cannot connect with one particular number in Mobile Services

cannot connect with one particular number

corystes — Thu, 31 Aug 2023 09:58:58 GMT

There is one particular number I cannot connect to. At first I was always getting a busy signal - even when with the person and the phone clearly not in use. Lately it has developed to 'you have dialled an incorrect number, please check and dial again.' This is in spite of checking the number is correct, and having other people dial it successfully. It happens with the stored number, and with manual dialling, but not if a text is sent. Deleting and re-installing the number has no effect. The receiving phone has no blocks in place. It is with Sky - piggybacking on O2. Any suggestions gratefully received.

Re: cannot connect with one particular number

Leanne_T — Thu, 31 Aug 2023 12:14:23 GMT

Hi @corystes

Thanks for coming to the community.

Can the other number call you?

Are you able to try the SIM card in another phone to see if you can call the number?

Leanne 🙂

Re: cannot connect with one particular number

corystes — Thu, 31 Aug 2023 12:28:57 GMT

Leanne, thanks for a quick response. The other number can call me. I'll try the swapped sim card. It may be a while before I can get that test done, but I'll get back when it's done.

Re: cannot connect with one particular number

Leanne_T — Thu, 31 Aug 2023 12:31:16 GMT

That would be great if you could @corystes

It will help us to know where the problem could be coming from 🙂

If the other person can also check they haven't blocked your number for calling them as well.

Leanne.

Re: cannot connect with one particular number

bristolian — Thu, 31 Aug 2023 16:43:51 GMT

Normally if a number is not in use, an error tone is generated when calling from a landline, or a mobile-originated call simply fails.

If you are getting an audible announcement, this is often generated by the receiving operator.

Re: cannot connect with one particular number

corystes — Thu, 31 Aug 2023 17:31:20 GMT

The number I'm having problems with is definitely very much in use. When I first started calling it I got an engaged tone. This moved on to a voice stating that the number dialled was incorrect (or something similar) Now I get a text message that the number is incorrect, please check and try again. Don't know where the problem lies, but it's annoying.

Re: cannot connect with one particular number

Leanne_T — Thu, 31 Aug 2023 17:48:29 GMT

It will be especially if you can call them from another phone @corystes

Is it a UK mobile or landline number?

Have you tried deleting the number and saving the number again from a received call or text message?

Leanne.

Re: cannot connect with one particular number

bristolian — Thu, 31 Aug 2023 17:48:47 GMT

Can you post the exact text of the message you receive?

That's certainly not a behaviour that EE are likely to be responsible for. You mention other users can call this number, are they EE users or on another network?

Re: cannot connect with one particular number

corystes — Tue, 12 Sep 2023 09:12:15 GMT

Apologies for the delay in responding - been having trouble getting onto the forum site.

Regret have not kept a note of the exact messages. The number (call it W) I can't call is a mobile, using Sky (piggybacking on O2). Deleting the number and reinstalling has had no effect.

Apparently almost everyone else on Ws contact list has no problem getting through. Interestingly 2 other callers that can't make contact are also on EE. Apparently none of these callers are blocked by the recipient. Does that indicate a problem on EE part or could it come from Sky/O2?

Re: cannot connect with one particular number

Christopher_G — Tue, 12 Sep 2023 11:30:06 GMT

It's a difficult one to pinpoint, @corystes. I recommend speaking to our Technical Support team so that they can look into this a bit further with you.

Chris

Re: cannot connect with one particular number

bristolian — Tue, 12 Sep 2023 11:37:30 GMT

CS reports are definitely the way to go here, they can initiate a call trace if necessary.

Another test would be whether CLI-present or number-withheld makes any difference. It shouldn't affect call routing, but may alter the device behaviour at the called end.

Re: cannot connect with one particular number

corystes — Wed, 13 Sep 2023 09:29:16 GMT

Regret not a techno expert. Would appreciate a simplified answer, some more detail so I can understand.

Re: cannot connect with one particular number

bristolian — Wed, 13 Sep 2023 16:43:10 GMT

Try calling the affected numbers with caller-ID (CLI) withheld and also presented.

Otherwise report the issue to CS, they may need to raise further investigations or trace some affected calls.

Re: cannot connect with one particular number

corystes — Wed, 13 Sep 2023 17:28:03 GMT

thanks, will try that