topic Re: Re: My phone keeps cutting out when I’m on a call in Mobile Services

Re: My phone keeps cutting out when I’m on a call

Suerh45 — Fri, 22 Sep 2023 22:02:52 GMT

Same with me. It is so annoying!! Mine even cut out when ee customer service broadband were transferring me to mobile to complain about it. I was listening to music and then bam, gone!!!

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Fri, 22 Sep 2023 22:07:14 GMT

Katie don't know about you but when I tried to check the network coverage I couldn't find my Samsung A53 5G in the drop down so couldn't check it.

Re: Re: My phone keeps cutting out when I’m on a call

XRaySpeX — Fri, 22 Sep 2023 22:27:30 GMT

@Suerh45 : The A53 5G is there. Just scroll down the list or choose a similar model. It doesn't really matter. That drop down list is not v. smart.

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Fri, 22 Sep 2023 22:42:59 GMT

Thank found it.

It says I have little or no signal indoors. I think EE reckon I should stand outside in the rain to make a phone call!!

Re: Re: My phone keeps cutting out when I’m on a call

Christopher_G — Sat, 23 Sep 2023 06:58:27 GMT

Thanks @Suerh45

Do you have home broadband? WiFi calling may help you keep connected if you can't get signal at home.

Chris

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Sat, 23 Sep 2023 09:36:49 GMT

I am Katie. My phone cuts off during the call. Even VoLTE calls.

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Sat, 23 Sep 2023 09:39:02 GMT

Hi Chris

Thank you. My phone cuts out even on a VoLTE call. It's really annoying.

Re: Re: My phone keeps cutting out when I’m on a call

Christopher_G — Sat, 23 Sep 2023 09:50:19 GMT

VoLTE is 4G calling, @Suerh45. Do you ever see VoWiFI, or WiFi Calling at the top of your screen?

Chris

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Sat, 23 Sep 2023 11:07:32 GMT

this is what is at the top of my screen Chris.

Re: Re: My phone keeps cutting out when I’m on a call

Christopher_G — Sat, 23 Sep 2023 11:09:09 GMT

What about when you're connected to your WiFi router, @Suerh45?

Chris

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Sat, 23 Sep 2023 11:14:09 GMT

I am Chris.

Re: Re: My phone keeps cutting out when I’m on a call

Christopher_G — Sat, 23 Sep 2023 11:35:58 GMT

Ah, OK, @Suerh45. I don't see the WiFi symbol on your screenshot. Could you double check, just to make sure you're connected?

Chris

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Sat, 23 Sep 2023 12:18:51 GMT

Hi Chris

I have turned my data off and am replying to your message online so yes I am definitely connected.

Re: Re: My phone keeps cutting out when I’m on a call

Christopher_G — Sat, 23 Sep 2023 12:26:01 GMT

OK, thanks @Suerh45

It may be worth speaking to our technical support team so that we can check everything from our side for you.
Chris

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Sat, 23 Sep 2023 12:30:40 GMT

I did try yesterday but the phone call cut out whilst I was listening to music. And that was while I was seeing transferred by your customer service. Do I just ring 150 to try again? And how do I describe the fact that I have no WiFi icon?

Re: Re: My phone keeps cutting out when I’m on a call

Christopher_G — Sat, 23 Sep 2023 12:34:30 GMT

Before you do that, @Suerh45, could you try completely forgetting your WiFi connection, then re-set it up from scratch please? I feel that, if we can get your WiFi calling to work fully, it will help your service going forward.

Chris

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Sat, 23 Sep 2023 15:24:12 GMT

Just tried that. Forgot the 4G connection. Tried the 5G one. Still didn't change top of the screen. Forgot the 5G and tried 4G again. Still the same.

Re: Re: My phone keeps cutting out when I’m on a call

Christopher_G — Sun, 24 Sep 2023 07:54:49 GMT

Thanks, @Suerh45

I think we're at the point where you need to speak to our technical support team from another phone or pop into your nearest EE Store.

Chris

Re: Re: My phone keeps cutting out when I’m on a call

Suerh45 — Sun, 24 Sep 2023 10:02:51 GMT

Thanks Chris.

I have renewed my contract with EE. (I am wondering why now with all this going on but we will see. But your customer service is good which is the main reason I have stayed so long with you). I get a new full fibre line and modem on Wednesday, if my phone doesn't improve with that I will go into a shop, maybe I need a new sim card as mine is very old.

Thanks for your help though.

Re: Re: My phone keeps cutting out when I’m on a call

Christopher_G — Sun, 24 Sep 2023 10:11:34 GMT

Hope it's all sorted for you soon, @Suerh45.

Let me know what happens please.

Chris