topic Re: Re: Not receiving call or texts in Mobile Services

Re: Not receiving call or texts

CAMAC — Tue, 21 Nov 2023 11:00:54 GMT

I have had this problem since Monday 13th October. I am in touch with EE who don't seem to be able to solve it. Apparently someone will call me on my husband's phone next Sunday. Not very convenient EE

Re: Re: Not receiving call or texts

CAMAC — Tue, 21 Nov 2023 11:02:55 GMT

Oops meant 14th November!

Re: Re: Not receiving call or texts

James_B — Tue, 21 Nov 2023 11:09:32 GMT

Hi @CAMAC,

Welcome to the EE Community. 🙂

Have you recently made any changes to your EE account, such as transferring a phone number?

Can you make outbound calls?

James

Re: Re: Not receiving call or texts

CAMAC — Tue, 21 Nov 2023 11:42:58 GMT

yes I can make outbound calls and I have made no changes to my EE account

Re: Re: Not receiving call or texts

bristolian — Tue, 21 Nov 2023 11:47:42 GMT

Does an incoming call trigger call waiting if you already on another call?

What happens to the caller when they call your number otherwise?

Re: Re: Not receiving call or texts

CAMAC — Tue, 21 Nov 2023 12:12:21 GMT

All incoming calls receive the message "the number has not been recognised". No texts coming through either.

Can only receive WhatsApp calls and texts

Re: Re: Not receiving call or texts

CAMAC — Tue, 21 Nov 2023 12:18:13 GMT

This is not the solution

Re: Re: Not receiving call or texts

James_B — Tue, 21 Nov 2023 13:18:34 GMT

Hi @CAMAC,

Did Technical Support mention what action they were taking?

Did they have to raise a support ticket for the issue?

James

Re: Re: Not receiving call or texts

bristolian — Tue, 21 Nov 2023 13:50:43 GMT

WhatsApp & other messaging apps don't use the mobile network in the same way, both your phone and EE's network see this as data traffic - so all this is proving is that your phone has an internet connection.

You've not responded to the query on whether an incoming call works when call waiting should be the outcome, but if callers are getting a number-unobtainable tone, that suggests an issue with the way your number is configured on the core network. That will either be account-related, or a fault. Either way, that needs account-specific attention.

Re: Re: Not receiving call or texts

CAMAC — Tue, 21 Nov 2023 14:00:13 GMT

Tech support have been looking at this since last Monday. To be fair they have called me (on my husband's phone) Regulary and asking me to call my number from our landline. I believe it has now been referred to ADMIN? would that be right. They will not be calling me again until Sunday.

Re: Re: Not receiving call or texts

Leanne_T — Tue, 21 Nov 2023 16:24:07 GMT

Hi @CAMAC

If this has been raised to our back office team, they will be working on this for you to get services restored.

Please let us know how you get on when you hear back from the team.

Leanne 🙂