topic Re: Unable to hear or be heard in Mobile Services

Unable to hear or be heard

Arghhhhhhh — Thu, 05 Sep 2024 16:54:35 GMT

I am having the same problem. It is pretty silly to ask us to call you when our 'phone isn't working, so why not have an email address?

I dial a number, it rings and the other end picks up, I can't hear them and they can't hear me. My 'phone then just hangs up. If I get a call, I answer it and neither of us can hear the other.

Help!!!

Re: Unable to hear or be heard

bristolian — Thu, 05 Sep 2024 16:21:03 GMT

It's usually better to start your own post explaining your issues than add to someone else's with "me too" - also putting your email address on a public internet forum is an open invitation to spammers to start contacting you. Please edit that out ASAP unless the site admins beat you to it.

Are you able to use mobile data whilst on calls? If you're not sure, please try - this is a good test of your call being carried over 4G-voice-calling.

Is this problem happening in multiple locations, or just specific ones? And is it a recent problem? Are you able to log perhaps 3-4 examples of failed calls over 2-3 days and pass them to EE-CS for further investigations?

Re: Unable to hear or be heard

Arghhhhhhh — Thu, 05 Sep 2024 16:56:55 GMT

I don't know how to try that I'm afraid. This is happening in all places I have tried and it has only been happening today. If I do log failed calls etc, how do I pass that information to ee? There is no email address.

Re: Unable to hear or be heard

bristolian — Thu, 05 Sep 2024 17:28:20 GMT

In order to test mobile data on a call, you need to try doing anything on your phone that is internet-based - whilst on a call.

So set a call up, call another of your phones, call voicemail, call an automated number, take your pick - when the call is answered try loading a web-page or using an app or suchlike. This is testing whether your call is being carried over 4G or 2G.

You would pass examples of failed calls to CS by calling them - be that from your phone or another one. Another good test, is whether calls you make over WiFi-calling are also affected.

If this has only been happening for one day, use the "check status" facility on https://ee.co.uk/help/mobile-coverage-checker initially, this also includes a fault reporting facility.

Re: Unable to hear or be heard

Arghhhhhhh — Sat, 07 Sep 2024 06:10:26 GMT

Thanks. I will get my daughter to help me with that. I don't know how to make a call and go on the web at the same time.

I checked status and that is excellent.

EE have called and the person doesn't seem to understand my problem. They have sent me a new iPhone, which I do not want and did not order!

I have asked them to send me an email so I can take it to the Post Office to return, but they just ignore that.

All I want is for them to sort out my problem.

Glynn

Re: Unable to hear or be heard

Lesley_W — Sat, 07 Sep 2024 10:35:10 GMT

Hi @Arghhhhhhh

I'm sorry you are having trouble with your phone and haven't been able to get to the bottom of it. Can I just check, the new phone they're sending, was this as an upgrade or a replacement due to a fault?

Thanks

Lesley

Re: Unable to hear or be heard

Arghhhhhhh — Sat, 07 Sep 2024 10:55:15 GMT

Neither. They just sent it. I have received it and just want to send it back.

They just seem to have no idea what they are doing.

Re: Unable to hear or be heard

Lesley_W — Sat, 07 Sep 2024 11:00:48 GMT

That doesn't sound right @Arghhhhhhh

Can you try texting RETURN to 150 and let me know if you get a response back?

Lesley

Re: Unable to hear or be heard

XRaySpeX — Sat, 07 Sep 2024 15:08:13 GMT

@Lesley_W : Can you text RETURN to 150 from any device or does it have to be from the device being rejected? If the former, how does it know which device is to be returned?

Re: Unable to hear or be heard

Arghhhhhhh — Sat, 07 Sep 2024 15:18:37 GMT

The phone I want to send back is brand new and I am obviously not going to set it up just to return it.

Sent from Outlook for Android

Re: Unable to hear or be heard

Ali_A — Sun, 08 Sep 2024 08:08:00 GMT

@XRaySpeX You can text RETURN to 150 from any EE phone to return the device. See How To Return a Product Bought in the Last 14 days. On the SMS reply the first question it asks is which number you are making a return for.

@Arghhhhhhh There is no need to set up the phone in order to return it. You can text Return from your existing phone/SIM.
However, you'd need to know if the new device you have received was sent as an upgrade or a new line. The paperwork you have received with the new device should show the details.

Ali

Re: Unable to hear or be heard

Arghhhhhhh — Sun, 08 Sep 2024 08:17:12 GMT

I have texted RETURN, I have filled in the online complaints form, I have spoken to someone who just doesn't seem to understand the problem and he was the one who sent the phone in the first place.

There is nothing on the paperwork to say that it is an upgrade or new line and I really don't know what to do next.

My direct debit has now also been changed.

Re: Unable to hear or be heard

Ali_A — Sun, 08 Sep 2024 10:04:37 GMT

@Arghhhhhhh
It seems there may be some confusion with the device you have received.
It would be best to call Customer Care on 08009566000 from any other working phone where a guide will be able to check the details of the new handset you have received and advise you appropriately.

Ali

Re: Unable to hear or be heard

Arghhhhhhh — Sun, 08 Sep 2024 10:20:37 GMT

The result of all of this is that I have been scammed. As was said, above, do not put personal information on here, as they pick it up and swoop.

Sent from Outlook for Android