topic Re: Unable to make calls in Mobile Services

Unable to make calls

MartineWylam — Fri, 25 Oct 2024 09:08:20 GMT

Hi there. I have the same issue. My phone won't let me make any calls, not even to 222 or 150

It keeps telling me I have dialled the wrong number

I have not

My son managed to call me, but your customer service did not manage to call me back (I used

another phone to call them).

The only solution I was given was: "buy another phone"

Is it really my phone that's the issue?

The phone worked fine until today. I haven't done anything to it

Re: Unable to make calls

Katie_B — Thu, 24 Oct 2024 14:49:50 GMT

Hi @MartineWylam.

Thanks for coming here.

Have you been able to test your SIM in another device?

Katie

Re: Unable to make calls

MartineWylam — Thu, 24 Oct 2024 15:04:24 GMT

Yes, Katie, I have. The very same happened

I had an EE technician on the phone who's advised I change my SIM card

So I have ordered one.

However, I can text and receive texts

It's just calling that's impossible.

Could it still be my SIM CARD?

Re: Unable to make calls

Katie_B — Thu, 24 Oct 2024 15:08:14 GMT

Hi @MartineWylam.

If the same happened when you put your SIM into another device, this indicates possibly an issue with the SIM rather than your phone.

Would you please update me when you receive your new SIM?

Katie

Re: Unable to make calls

MartineWylam — Thu, 24 Oct 2024 15:19:40 GMT

Yes of course. It will take a few days though

what I find odd is the fact that it's not just that I cannot make a phone call, but that the error message tells me I dialled

the wrong number. Why would this be a SIM issue if I get this type of error message?

Re: Unable to make calls

Katie_B — Thu, 24 Oct 2024 15:21:37 GMT

If I'm honest, I'm not to sure what could be causing this @MartineWylam.

I'd absolutely recommend trying a replacement SIM and this will rule out any issues with the current SIM.

Should you need your SIM earlier, you can also pop by your local EE Store with photo ID and get one over the counter.

Katie

Re: Unable to make calls

MartineWylam — Thu, 24 Oct 2024 15:23:56 GMT

I have a mobility impairment

But I should receive the SIM within a few days, hopefully

What happens if this does not sort the problem out?

Re: Unable to make calls

Katie_B — Thu, 24 Oct 2024 15:26:37 GMT

Yes, it should absolutely be with you soon @MartineWylam.

If this does not sort the problem then this will need escalated and a ticket raised by technical support.

Katie 🙂

Re: Unable to make calls

MartineWylam — Fri, 25 Oct 2024 07:04:23 GMT

Hi Katie

I had a friend call me on the mobile in question. The message she got was "this number is no longer in service" or something like that. Does this sound like it could really be my SIM card? It sounds more like EE has disconnected my line. Please advise urgently as I cannot go on without a phone and I don't want to cancel my contract with you guys, but will have to if this is not sorted our quickly

Re: Unable to make calls

Katie_B — Fri, 25 Oct 2024 10:45:11 GMT

Hello @MartineWylam.

Our customer care team should be able to see if your account is closed.

If you would like this confirmed, I'd recommend getting back it touch.

I would love to be able to check this for you, however, I have no account access here on the community.

Katie

Re: Unable to make calls

MartineWylam — Fri, 25 Oct 2024 10:54:07 GMT

Thanks Katie

Is there anyways we can communicate elsewhere? Via email for instance?

Re: Unable to make calls

Katie_B — Fri, 25 Oct 2024 10:58:03 GMT

Unfortunately, our customer care team have no access to emails @MartineWylam.

Have you tried Live Chat? this can be found in the EE app under 'Help'.

Katie

Re: Unable to make calls

MartineWylam — Sun, 27 Oct 2024 12:33:58 GMT

HI Katie. It was indeed my SIM card. The replacement one arrived and I have been able to make and get

phone calls ever since. Thanks for your support

Re: Unable to make calls

Michael_D — Sun, 27 Oct 2024 15:22:24 GMT

Fantastic news @MartineWylam. Thanks for keeping us updated.

I'm glad the replacement SIM has done the trick.

Take care and have a great day.

Michael