topic Re: Cannot make calls after network update in Mobile Services

Cannot make calls after network update

whyphonewhy — Wed, 13 Aug 2025 09:58:29 GMT

Hi, I have two separate phones on EE, but on different accounts (one is my own, one is my employer's). I received network updates OTA recently, but I've now found that I cannot make outgoing calls on either phone (there's just silence when I try to call) and any incoming calls are going to voicemail.

I'm on iPhone iOS version 18.6 and one is a iPhone 12 mini, the other is iPhone 13. Wifi calling is enabled on both devices (as I live in the country and don't have mobile signal at home). I can see that on my devices "About" it says Network: No Available.

My partner has an iPhone too, same iOS version, and he's on O2 and has that setting enabled to say Network: o2 so it looks like an EE problem.

any idea what is going on? It's a big issue for me: I have cancer and have already missed some calls from my oncologist! I can't easily make it into a shop to get this diagnosed and obviously can't call EE.

Re: Cannot make calls after network update

whyphonewhy — Wed, 13 Aug 2025 10:28:22 GMT

Also, I reset my network settings and rebooted phone. Still not working. I moved to an area of network coverage (signal) and my phones picked up the network and behaved as expected (I can make calls with them, although I'm still not receiving calls when I use one to call the other). The Network provider field in the About page on iOS settings said "EE".

As soon as I moved back out of coverage, ability to make calls stopped. That is, WiFi calling is failing on iOS 18.6 on both my phones with EE. Does that narrow down where the problem lies and hopefully offer me a chance of a solution?

Re: Cannot make calls after network update

Leanne_T — Wed, 13 Aug 2025 11:44:58 GMT

Hi @whyphonewhy

Thanks for coming to the community.

I'm sorry you have no EE signal at the moment, and appreciate how important having service is for you whilst expecting calls from your oncologist.

If this is the same on multiple EE devices, could you enter your postcode into the Service Status Checker does this show any reported problems for the area?

Can you make and receive calls using WiFi Calling?

Speak to you soon.

Leanne.

Re: Cannot make calls after network update

whyphonewhy — Wed, 13 Aug 2025 11:57:26 GMT

Thanks! Here’s my coverage

WiFi calling is enabled on both devices (and used to work) but in the last few days it no longer works to make or receive calls. My devices updated to iOS18.6 and I wonder if it’s that, but my partners phone is that version and he can make WiFi calls (he’s with O2) so I wonder if it’s Ee network settings? I reset them but still not working? Can I get new settings for 18.6 pushed to my phone? I can’t call 150 to request.

Re: Cannot make calls after network update

Chris_B — Wed, 13 Aug 2025 12:30:42 GMT

@whyphonewhy On the page where you checked the signal coverage status scroll down a bit and click the check status tab. This will show if there’s a known issue in your area. You can also report an issue on that page.

Re: Cannot make calls after network update

whyphonewhy — Wed, 13 Aug 2025 12:36:26 GMT

I have tried repeatedly to report an issue….and cannot call you for obvious reasons.

Re: Cannot make calls after network update

Leanne_T — Wed, 13 Aug 2025 13:17:49 GMT

Hi there @whyphonewhy

The software updates are sent by Apple and not sent by EE. Could you try resetting your router and connecting to WiFi again on the iPhone to see if you can connect and use WiFi Calling?

If you're unable to report the signal issue, you would need to get in touch from any other phone and the team can fully check everything for you to see what could be causing this and help you further.

Leanne.

Re: Cannot make calls after network update

whyphonewhy — Thu, 14 Aug 2025 09:44:47 GMT

Thank you. I know the updates are from Apple, but there are cellular carrier provisioning updates sent to my phone from EE, right? For the network settings?

So, from what I can tell online, a number of people with iOS phones have lost WiFi calling since 18.5 or 18.6 updates to iPhone. It seems to affect some carriers more than others but generally it seems to be that they've changed something and the carrier settings are no longer working for WiFi calling. Now presumably there could be a fix from EE to revise the carrier settings so they DO work with iOS 18.6? Like a change to the DNS server or opening a particular port. I kinda am technical enough to suspect that, although Apple may have broken this, it's not going to get fixed by them (why should it? some carriers still seem to be working) and instead needs investigation at the EE side.

Please can you raise a ticket if you don't have one already open to ask your tech team to look into WiFi calling provisioning settings for iOS post 18.5?

Re: Cannot make calls after network update

EmmaT81 — Thu, 14 Aug 2025 10:11:43 GMT

I’m no help to you unfortunately but I’ve come here with exactly the same problem but just with an iPhone 16 pro!
It’s previously worked brilliant but suddenly nothing?

Also tried troubleshooting!

Re: Cannot make calls after network update

Leanne_T — Thu, 14 Aug 2025 12:19:14 GMT

Hi @whyphonewhy

Thanks for coming back to me.

I am sorry we have no account access on the community to look into a network update or open a ticket. If you can get in touch from any other phone, the team can run full troubleshooting and if needed raise a support ticket to the relevant team for investigation.

Thanks.

Leanne.

Re: Cannot make calls after network update

archilad — Thu, 28 Aug 2025 19:28:21 GMT

I’m experiencing this exact same issue. Have not been able to make or receive any calls in the last 3 days despite being on Wi-Fi and having Wi-Fi calling enabled. The issue has only occurred since Apple pushed out the 18.6 update and seems to be an EE carrier issue.

I live in a rural location and both myself and my wife rely on the use of our mobile phones. If we leave the house and move to a place with signal all works fine with no issue. We used to have some signal in the house, but this is no longer the case since the update. I have an iPhone 16 pro and my wife iPhone 15 pro with exact same issue. Are EE looking into this, I need a fix asap.

Thanks,

Simon

Re: Cannot make calls after network update

whyphonewhy — Fri, 29 Aug 2025 07:48:15 GMT

Hi there, are you with Starlink too? I think it’s an issue that affects the connection between Starlink and EE for WiFi calling, which is why it’s so hard to convince either party to investigate. I’d definitely raise an issue with Starlink too — the more the better to get attention.

This has resolved for me after a week of lack of connectivity. I have no idea why it suddenly started working as I didn’t change anything but I suspect there is work behind the scenes and resolution happens as settings change region to region. You may have to hang in there for a few days. Good luck!

Re: Cannot make calls after network update

archilad — Fri, 29 Aug 2025 12:21:20 GMT

Hi @whyphonewhy ,

Many thanks for your response. Yes you are exactly right. We are on Starlink residential internet too, so our issue would seem to be identical. We know our neighbours next door also on Starlink and on EE mobile contracts are experiencing the exact same issue.

How do I get this issue escalated and resolved promptly, no one seems to want to take accountability but we are left without a working phone line currently as we do not have a landline phone.

Any further assistance would be greatly appreciated.

Kindest regards,

Simon

Re: Cannot make calls after network update

Lesley_W — Fri, 29 Aug 2025 15:19:46 GMT

Hi @archilad

I appreciate it can be difficult to get in touch when you are having trouble with your service. If you'd like to make a complaint and can't call, there is also a webform option. You can see more about that here Make a Complaint.

Lesley

Re: Cannot make calls after network update

archilad — Sat, 30 Aug 2025 09:01:09 GMT

Thanks @Lesley_W ,

I’ve had two text messages from EE saying that there is no issue with the network in our area, it’s very frustrating. I may have to make the complaint via form now to try and resolve the issue as I can’t call EE from the house. I will also call them when out today away from home.

Many thanks,

Simon

Re: Cannot make calls after network update

Christopher_G — Sat, 30 Aug 2025 09:17:43 GMT

Thanks, @archilad.

Please keep us updated on what happens.

Chris

Re: Cannot make calls after network update

archilad — Sun, 31 Aug 2025 19:01:20 GMT

Hi @Christopher_G ,

I will do. Currently we are no further forward, I have contacted Starlink through the customer service support and they have been very good at communicating and are looking into any possible issue on their side. I think the really issue is something in the EE network configuration settings which is conflicting with Starlink satellite since the iOS 18.6 update. I’m trying to get EE to listen and have twice raised the issue to be told the signal is good in our area, which I’m sure it is but if the network is configured wrong either by the phone update from Apple and EE network settings are not talking the same language or somehow this update is conflicting with the Starlink settings then the carrier will not be able to provide a service. I can’t believe this has not been raised by many other people yet?

Re: Cannot make calls after network update

archilad — Sun, 31 Aug 2025 22:23:58 GMT

So at 11:19pm this evening my phone has miraculous started making a receiving calls again as normal. Whoop whoop! My wife’s however, same network EE and linked to our Starlink internet still has no service. I can only conclude from this that EE have changed something in my phone settings to fix the fault and my wife’s phone is still affected. If Starlink would have made any change it would have applied to both devices. Looks like I’m going to have to contact EE about my wife’s phone now for the same patch / fix.

EE great job! Please help with my wife’s phone now please? 🙏

Re: Cannot make calls after network update

bristolian — Sun, 31 Aug 2025 22:26:45 GMT

@archilad wrote:
I can only conclude from this that EE have changed something in my phone settings to fix the fault

Unfortunately not. The only phone setting that's relevant is to switch WiFi-calling off & on. That's not something EE can alter remotely.

Re: Cannot make calls after network update

archilad — Sun, 31 Aug 2025 22:32:52 GMT

We are not talking about the basic settings of switching WiFi calling on / off here as that has been done numerous times over the past 4 days along with multiple phone device reboots and router reboots. Nothing was able to resolve the no signal issue within the home whether on WiFi calling or using carrier service. It has to be a settings configuration issue that was conflicting following Apples iOS software update as this can be pinpointed to the source of when the problem first became apparent.