topic Re: Re: Nokia 105 not making or receiving calls in Mobile Services

Re: Nokia 105 not making or receiving calls

jegan69 — Tue, 09 Jul 2024 13:33:24 GMT

My husband has exactly the same issue with his Nokia 105, got a new sim as advised by EE - still same issue, got a new Nokia 105 to connect to 4G as was then told it was because 3g disconnected in our area, still having same issue. We live in NW London. All day yesterday on to either EE Customer Service or in the EE shop & no further on today.

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Tue, 09 Jul 2024 13:44:01 GMT

I should have said all works perfectly when he puts the sim in his Samsung A11 smartphone so it obviously is an issue with the non-smart phones.

Re: Re: Nokia 105 not making or receiving calls

Leanne_T — Tue, 09 Jul 2024 14:53:15 GMT

Hi @jegan69

Thanks for coming here.

Can you make calls and send texts when using the Nokia?

Or, do you have no signal?

Where did you purchase the devices?

Leanne 🙂

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Tue, 09 Jul 2024 16:10:17 GMT

No we cannot make calls or receive calls using Nokia 106 4G enabled. Receiving text to say missed call when phone does not ring.

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Tue, 09 Jul 2024 16:12:45 GMT

We have full signal. Device purchased in local phone shop after visit to EE shop for advice 3 times & 4 phone calls to customer service in addition to the phone call made to customer from the EE shop as guy there didn't know what the issue could be after issuing new sim.

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Tue, 09 Jul 2024 16:15:06 GMT

3 smartphones being used in this home with no problem, only one with major problem since Saturday is the Nokia 'brick' exactly same as Kim above.

Re: Re: Nokia 105 not making or receiving calls

bristolian — Tue, 09 Jul 2024 20:30:08 GMT

Using the "edit post" option to combine all your replies into a single post can often be useful in threads such as this!

Can you send texts? Is this a recent problem, or has this phone never worked with EE?

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Tue, 09 Jul 2024 21:54:01 GMT

We have been told this evening that if you are not using a smart phone basically EE can not guarantee a phone service purely on their phone network. They reckon this is why the Nokia 105 & 106 will not work at home but works sporadically in other areas.......the only solution they can provide is to use the 4G enabled sim in a smartphone& not the nokias to be able to make & receive calls regardless of where you may be........which is exactly what we wanted to avoid & exactly why my husband has a Nokia.

Re: Re: Nokia 105 not making or receiving calls

bristolian — Tue, 09 Jul 2024 22:01:53 GMT

@jegan69 wrote:

We have been told this evening that if you are not using a smart phone basically EE can not guarantee a phone service purely on their phone network.

Who told you this? I hope the call was recorded if it was a misinformed CS agent.

4G is the base layer now, and a 4G-VoLTE device will get better coverage than 2G - that much is true.

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Tue, 09 Jul 2024 22:02:48 GMT

His nokia phone has worked perfectly up til Saturday, never had an issue with the network. After 2 days & hours of phone calls to EE & hours of visits to the shop, 1 new sim card & 2 different nokias he was told they cannot guarantee service from our home if not using a smartphone & apparently every other phone provider will tell us the same. So I don't know how you are supposed to manage to have a mobile phone & have service if you have no Internet or smartphone.

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Tue, 09 Jul 2024 22:38:54 GMT

When we spoke to one EE customer service agent yesterday they seemed to say same as you - a 4G enabled nokia phone should work as old one was connecting to 2G hotspots outside of the house. We already had been to the EE shop to get a new sim as advised by them previously so tried a new Nokia 106 4g with the new sim & same issue. One of the customer service agents we have spoken this evening told us about the no guarantee service. But the sim only allows calls to be made & received from the smart phone as soon as it is transferred to Nokia it won't make or receive calls so I am at a total loss.

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Tue, 09 Jul 2024 22:46:57 GMT

First EE said had to be a fault with his sim, then it was 3G not available so the phone wss working sporadically cos connecting to 2G, so get 4G enabled non-smart phone, did that still no joy, then it was 4G wasn't enabled on the new sim the shop gave us & they adjusted that remotely - same issue so finally she told us actual phone service was not a guarantee from a non-smart phone - never had a problem till Saturday. Left hand doesn't seem to know what the right hand is doing & he is just having to manage the smart phone for now otherwise he is missing calls.

Re: Re: Nokia 105 not making or receiving calls

bristolian — Wed, 10 Jul 2024 07:10:17 GMT

@jegan69 wrote:

His nokia phone has worked perfectly up til Saturday

This strongly suggests a config issue with CSFB has arisen. I suspect your phone has always been using EE's 2G network for calls & 4G for data, but that something has changed to stop this working. Normal process should be for a fault ticket to be raised for further investigation, but from your description, CS aren't prepared to do this - that's grounds for complaint.

@jegan69 wrote:

First EE said had to be a fault with his sim, then it was 3G not available so the phone wss working sporadically cos connecting to 2G

3G was switched off in January 2024, so any faults agent blaming this for an issue that's only arisen in recent days, appears to be ignoring basic troubleshooting to avoid proper investigation.

@jegan69 wrote:

apparently every other phone provider will tell us the same. So I don't know how you are supposed to manage to have a mobile phone & have service if you have no Internet or smartphone.

I don't see how any EE CS agent can pass comment on behalf of other MNOs. 3UK don't have a 2G network, but VF & O2 do, and it's not for an EE CS agent to advise on their support process. Support for legacy devices is one of the reasons why 2G is retained for now.

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Wed, 10 Jul 2024 08:10:17 GMT

Thak you for that info - you have been very helpful. Can I ask what CSFB is? EE did say the Nokia was using 2G & this was why it had developed this issue but no-one can work out why it just suddenly caused problems on Saturday. The phone wasn't using data, it is only capable of making calls & texts & it does work now in a smartphone - after EE enabled 4G last night. For 2 days it didn't work in any phone only occasionally outside of the house.

Re: Re: Nokia 105 not making or receiving calls

bristolian — Wed, 10 Jul 2024 09:15:32 GMT

Bit of a history lesson here - natively, 4G only supported data not voice, thus "CSFB" (circuit-switched-fallback) creates voice support allowing a 4G phone to fallback to 2G/3G for voice calls. VoLTE ("Voice over LTE") is the ideal solution, allowing both voice & data to use 4G.

Whilst a VoLTE phone will thus give the best experience, and is the recommended solution, EE's 2G network remains supported as does CSFB. 3G was switched-off nationally in Jan 2024, CSFB has been to 2G since before this time.

A CS agent has no requirement to understand the network architecture, but they should be following the escalation process which ultimately means raising a fault ticket. Your issue may be that unless EE have supplied the device you're using, there's always (and rightly so) an element of unsupported equipment being used.

Re: Re: Nokia 105 not making or receiving calls

jegan69 — Wed, 10 Jul 2024 09:36:54 GMT

Thank you so much for all your advice!