topic Re: Calls keep failing in Mobile Services

Calls keep failing

KatieW35 — Fri, 07 Mar 2025 05:52:07 GMT

When I make a call the my network drops out and then my calls keep failing.
As soon as I cancel the call my network comes back.
I cannot receive calls either unless I’m in a WI-FI zone. No issues in my area. Signal bars are full but it’s the network that keeps dropping

Re: Calls keep failing

bristolian — Fri, 07 Mar 2025 08:31:32 GMT

I note there is no WiFi-calling or VoLTE symbol (to indicate 4G-calling) on your screen. I therefore wonder if the signal bars are indicating another network.

Have you used your phone in this specific location previously? If you toggle flight mode, does EE reappear? If you perform a manual network search, does EE show? Does your phone work in other locations?

What's your basis for saying "no issues in my area"?

Re: Calls keep failing

Chris_S — Fri, 07 Mar 2025 08:49:19 GMT

Hi @KatieW35 Just on the back of @bristolian's questions, could I just ask, are you able to send and receive text messages?

Chris S

Re: Calls keep failing

KatieW35 — Fri, 07 Mar 2025 09:08:20 GMT

I can send and receive text messages fine

when I say no issues in my area I mean I’ve checked if there are network/conmection issues and there doesn’t seem to be any

i have tried the flight mode toggle and shut my phone down and re started and nothing changes

Re: Calls keep failing

Chris_S — Fri, 07 Mar 2025 09:43:44 GMT

Thanks for letting us know, @KatieW35

Are you able to make and receive calls in other areas, or are you unable to call and text no matter where you are?

Chris S

Re: Calls keep failing

bristolian — Fri, 07 Mar 2025 09:47:30 GMT

@KatieW35 wrote:

when I say no issues in my area I mean I’ve checked if there are network/conmection issues and there doesn’t seem to be any

I assume you're referring to having used "check service status" on https://ee.co.uk/help/mobile-coverage-checker ?

Confirmation of ability to send & receive texts rules out a loss of coverage issue. Does your phone normally show VoLTE indicator next to the signal bars?

Re: Calls keep failing

KatieW35 — Fri, 07 Mar 2025 10:56:30 GMT

Hi,

no it doesn’t seem to matter where I am, I try at home, work and in the car and whilst I’m out, unless I am connected to WIFI …. The calls will fail

Re: Calls keep failing

Lesley_W — Fri, 07 Mar 2025 13:05:57 GMT

Thanks for the extra info @KatieW35

Has this only just started happening after working fine or are you new to EE?

Lesley

Re: Calls keep failing

KatieW35 — Fri, 07 Mar 2025 13:08:26 GMT

This is a new issue and been struggling for the last few weeks.
Been with EE for over 5 years with no issues like this

Re: Calls keep failing

bristolian — Fri, 07 Mar 2025 13:31:41 GMT

As per my previous post.... Confirmation of ability to send & receive texts rules out a loss of coverage issue. Does your phone normally show VoLTE indicator next to the signal bars?

Re: Calls keep failing

Matt_124 — Fri, 07 Mar 2025 13:41:36 GMT

iPhones don't tend to show any VoLTE indicator but there is a setting under Mobile Data/Mobile Service where this can be enabled or disabled.

I believe it is Settings > Mobile Service > Mobile Data Options and there should be a setting for turning on VoLTE.

I haven't used an iPhone in a while so these options may be named differently in the latest iOS version.

The presence of VoLTE on iOS can only be determined by the 4G network indicator remaining in place when a call is placed, which in this case it is disappearing and thus indicating the phone has dropped to 2G to make the call.

Re: Calls keep failing

KatieW35 — Fri, 07 Mar 2025 13:47:01 GMT

I can still send and receive texts yes

I don’t know what VoLTE is ? Can’t say I’ve ever seen it…, the signal bars stay full but 4G disappears the call fails and then 4G reappears straight after I cancel the call as per the photos I attached

Re: Calls keep failing

bristolian — Fri, 07 Mar 2025 13:53:08 GMT

FYI you have a short time after posting to edit, negating the need for multiple replies.

VoLTE is the technology underpinning 4G-calling - meaning a 4G phone doesn't need to fallback to 2G to make or receive calls.

Android phones generally have a "VoLTE" logo next to the signal meter, Apple doesn't, and I was presuming you were an Android user - although you've not said so it's only the screenshots I can go on. Which OS are you using? That will alter the course of this advice.

Re: Calls keep failing

KatieW35 — Fri, 07 Mar 2025 13:59:38 GMT

FYI - maybe you shouldn’t presume and just ask?

Il go to an EE store for support

Re: Calls keep failing

bristolian — Fri, 07 Mar 2025 14:06:09 GMT

@KatieW35 wrote:

FYI - maybe you shouldn't presume and just ask?

Il go to an EE store for support

Make sure you get them to perform a 2-way SIM-swap instore. Depending on who you speak to, they may not think of it.

Mistakes happen and I'm sorry to have tried to assist. Good luck.