topic Bad call quality in Mobile Services

Bad call quality

X33CLE — Sat, 11 Nov 2023 18:26:28 GMT

I purchased an iphone14 in June this year from EE and have since been experiencing really bad call quality- loss of sound on outgoing calls for receiver and robotic /garbled speak both incoming and outgoing. Affecting calls experienced both home and away.

Contacted EE and have done all of the following

new sim
hard factory reset
taken to EE store for check
checked local coverage

New sim made no difference and EE store check found no fault. Sim did work with no problem in loan phone.

Local coverage is good.

Diagnostics from EE shows loads of garbled poor quality calls.

Apple have run a diagnostic check and all OK.

Up to date with latest IOS update.

I am at a loss as to what to do next.

Although only a few months old EE will not send me a new phone- just a refurbished phone. Which having purchased a new phone I am not impressed with as I could have bought a refurbished one in first place.

Please can someone help me as I'm at the end of my tether.

My next steps will be contacting Ombudsman as seriously fed up

Re: Bad call quality

X33CLE — Sat, 11 Nov 2023 18:07:36 GMT

Hi SueK67

Did you resolve your problem?

I too am experiencing the same with a brand new phone and EE will only replace it with a refurbished phone.

Needless to say I am really frustated and annoyed 😞

Re: Bad call quality

bristolian — Sat, 11 Nov 2023 18:32:14 GMT

@X33CLE wrote:

sim did work with no problem in loan phone.

Here is your answer - there's clearly a fault with the phone. I have no idea what Apple include in their diagnostics, but yours is a real-world test which is pretty conclusive! Any diagnostic system that disagrees with that, might need its own testing 😉

Re: Bad call quality

X33CLE — Sun, 12 Nov 2023 08:24:27 GMT

I have an appointment at an Apple Store (20 miles away) to get them to have a look-

Ive put my sim in an old phone we’ve got and am having no issues with my calls

it is obviously my phone- just so frustrating that EE won’t help

I can’t even find the warranty term and conditions ( I didn’t take out insurance)

Any more ideas ?

thanks