topic Re: Please help! Can't make or receive calls but can still text. in Mobile Services

Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 13:38:59 GMT

I have a very basic Alcatel 2020 Mobile Phone which I have a EE SIM in since 2021 on a pay as you go contract. In the past week I cannot make or receive any calls, I can still send & receive text messages. I have tried putting my SIM in another newer phone and have the exact same situation. I cannot call 150 to speak to EE and don't know what else to try. EE are still collecting my direct debit and my account shows no messages. I don't think replacing my phone will make any difference, if the SIM didn't work in the other phone?

Re: Please help! Can't make or receive calls but can still text.

XRaySpeX — Tue, 10 Dec 2024 13:46:14 GMT

@Sandra131 : Are you sending chargeable texts?

Sounds like your PAYG SIM may have gone into hibernation due to non-use.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

You don't pay for PAYG using DD.

Re: Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 13:54:18 GMT

Thank you for your reply, my plan is unlimited calls and texts, my phone doesn't have internet, so I never go over my allowances. How can I make a chargeable text? One thing I have just noticed is that my plan ends 28/01/25, although this is still over a month away could it be that? Do I need to upgrade?

Re: Please help! Can't make or receive calls but can still text.

XRaySpeX — Tue, 10 Dec 2024 13:58:32 GMT

You make a chargeable call or text by spending your credit on it, not from your pack.

What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 14:03:20 GMT

ok thank you I shall try

Re: Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 14:17:18 GMT

Hi - I received a text message back from EE saying you don't have enough Spend cap balance.

Re: Please help! Can't make or receive calls but can still text.

XRaySpeX — Tue, 10 Dec 2024 14:37:27 GMT

You sure you are on PAYG? There is no Spend Cap on it.

What text were you sending, to where?

Re: Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 14:48:02 GMT

Thank you for your time - Sorry yes I was on PAYG but they changed it last year to a SIM plan, I have just added my spend cap to £10 to send a photo text message as this isn't included in my allowance. And the photo message has sent, however still can't make calls or receive.

Re: Please help! Can't make or receive calls but can still text.

XRaySpeX — Tue, 10 Dec 2024 14:55:25 GMT

@Sandra131 : What does texting AL to 150 from your no. fully report verbatim (it is free)?

Where are you?

Re: Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 15:07:53 GMT

When I text AL it just replies with my current charges balance, which is 0.74p that is from the photo text I just sent.

I am in Kent, UK, do you have any other suggestions please?

Re: Please help! Can't make or receive calls but can still text.

XRaySpeX — Tue, 10 Dec 2024 15:12:19 GMT

& what does it say about your allowances? C'mon let's see the response in full. Copy & paste it.

Re: Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 15:16:03 GMT

I can't copy and paste - I do not have a smart phone, it's an Alcatel mobile. I am on a pc talking to you in this chat room. It says Your current charges to go on your next bill are 74p this excludes line rental.

Re: Please help! Can't make or receive calls but can still text.

XRaySpeX — Tue, 10 Dec 2024 15:31:59 GMT

Ah, that's much clearer. It confirms you are on contract, not PAYG. There no reason you can't make or receive calls on contract from your monthly allowance. You'll need to raise this with CS.

Re: Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 15:33:25 GMT

Ok thank you for your time anyway.

Re: Please help! Can't make or receive calls but can still text.

Leanne_T — Tue, 10 Dec 2024 16:00:13 GMT

Hi there @Sandra131

Thanks for coming to the community.

What happens when you try and make a call?

Also, when someone calls you, do they hear an error message or does the call go to voicemail?

Thanks 🙂

Leanne.

Re: Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 16:11:35 GMT

Hi Leanne, thank you for your reply. When I try and make a call it says immediately you have dialled an incorrect number. And when someone tries to call me, it doesn't do anything, just cuts off. As I said previously I put my SIM in another phone and had the same. Text is working fine. Any thoughts?

Re: Please help! Can't make or receive calls but can still text.

Leanne_T — Tue, 10 Dec 2024 16:27:38 GMT

Thanks for the quick reply @Sandra131

If the call issue you are having follows the Sim card we would need to get this looked into for you. If you can call us from any other phone on 07953 966 150 the team will get this investigated to see why you are unable to make and receive calls.

Let me know how you get on.

Leanne.

Re: Please help! Can't make or receive calls but can still text.

Sandra131 — Tue, 10 Dec 2024 16:29:10 GMT

Thank you

Re: Please help! Can't make or receive calls but can still text.

Leanne_T — Tue, 10 Dec 2024 16:54:27 GMT

No problem @Sandra131

Hope you get sorted soon 🙂

Leanne.