topic Re: Impossible to make mobile calls or use 150 to contact EE in Mobile Services

Impossible to make mobile calls or use 150 to contact EE

AWEE2 — Fri, 04 Oct 2024 14:24:17 GMT

Hi.

I have two phones on my account, one is used by my daughter in LE67. I am in RG30. We cannot consistently make calls between us. Continual call drops and call failed messages. This started earlier this year and has got progressively worse. We've just had a call drop 5 times whilst she is in an area with good signal.

I have tried to contact 150 - however when I go through it all and choose FAULT ADVISOR it tells me it doesn't recognise it, or it says it is unable to book a call back. I believe the issue to be in LE67 as when I am in London or other parts of the country, the problem persists and I have just called her with a VF mobile and the same issue occurred.

How do you actually get help from 150 when the automated system itself doesn't work? It insists on continuously putting me into some kind of "150 text me options, I text back a choice" loop which then fails a few steps in, inviting me to ring 150 again to start over. I have tried to report the issue on the website, but after entering the information it tells me there is a problem WITH that logging service itself and wipes out the data I've just entered.

We have tried with and without wifi calling, and often WhatsApp data will at least work for a few minutes before stopping. If I call back on mobile only it either goes to voice mail or says the call failed.

Incredibly frustrating all round.

Re: Impossible to make mobile calls or use 150 to contact EE

bristolian — Fri, 04 Oct 2024 14:54:12 GMT

@AWEE2 wrote:

It insists on continuously putting me into some kind of "150 text me options, I text back a choice" loop which then fails a few steps in, inviting me to ring 150 again to start over.

You're choosing option 1 for the "visual" service - just choose option 2 for the IVR-queue-for-an-agent service.

Re: Impossible to make mobile calls or use 150 to contact EE

AWEE2 — Fri, 04 Oct 2024 16:14:59 GMT

Incredible. It says

Do you need to talk to someone? Press 1.

you do this and it says you will now be texted and then hangs up.

The next option is “for anything else press 2”

there is nothing about this interaction that suggests option 2 is the way to go.

Thank you very much. You’ve been most helpful.

EE setting up their ivr like this on the other hand… hmm.

Re: Impossible to make mobile calls or use 150 to contact EE

AWEE2 — Fri, 04 Oct 2024 16:18:58 GMT

Ahhhhh. I think that’s enough trying to fix this today. Perhaps the queues will be better tomorrow and I won’t need to try and book a callback…

Re: Impossible to make mobile calls or use 150 to contact EE

Lesley_W — Sat, 05 Oct 2024 12:45:37 GMT

Hi @AWEE2

Welcome to our community.

I'm sorry you are having trouble getting in touch about your calling problem. Have you managed to speak to someone today?

Lesley