topic Re: Facetime in Archived Posts

Facetime

teagle — Mon, 07 Dec 2020 23:31:31 GMT

Using sim only router with new ee sim. This new sim will not connect to facetime. When I replace the sim card with my old three sim I can connect to facetime ? Are there any settings i need to change in my tenda router to enable the new ee sim card so that it will connect to facetime?

Re: Facetime

XRaySpeX — Tue, 08 Dec 2020 00:30:28 GMT

It could be your Switching Content Lock OFF or ON . It is switched on on new & upgraded contracts & seems to affect social sites. If just switching it OFF doesn't help, try switching it to STRICT, reboot your device and then switching it to OFF. That is seeming to do the trick.

Re: Facetime

Jon_K — Tue, 08 Dec 2020 08:47:58 GMT

Hi @teagle.

What happens when you try to use FaceTime?

Let us know how you get on following @XRaySpeX's advice.

Jon

Re: Facetime

teagle — Tue, 08 Dec 2020 13:09:16 GMT

Hi, Facetime works perfectly on my ipad using my old three sim card inserted in a tenda sim only router.. Recently I changed to a new ee sim and now i can no longer connect to facetime.

If i remove the new ee sim and replace my router with the old three sim I can connect to facetime video or audio normally. I have spoken to Apple and demonstrated to them calls via facetime that work with the three sim and fail with the ee sim.

They suggested I ask ee to maybe send me a new sim card to try. They also thought that ee may be able to change some settings possibly.

I am waiting at present for ee technical to phone me back on this issue.

Thanks for your interest and help

Re: Facetime

Jon_K — Tue, 08 Dec 2020 13:55:43 GMT

Thanks @teagle.

While you're waiting for our tech team to call you back, are you able to try the advice above?

Jon

Re: Facetime

teagle — Tue, 08 Dec 2020 13:59:05 GMT

I tried to find the area to change and then had difficulties as my account had a problem with it. Perhaps as they are working on it and that was why I was unable to logon. I will keep trying and let you know. Thanks

Re: Facetime

teagle — Tue, 08 Dec 2020 14:11:02 GMT

The choices offered are full access, moderate or strict. I followed your instructions rebooted and the choices are the same..I do not see the off button?

Re: Facetime

XRaySpeX — Tue, 08 Dec 2020 14:12:32 GMT

Full Access = OFF.

Re: Facetime

teagle — Tue, 08 Dec 2020 14:17:22 GMT

Thanks have now set this to full access. Sorry for the miss understanding! Will try facetime later and keep you posted. Best regards

Re: Facetime

Jon_K — Tue, 08 Dec 2020 14:25:14 GMT

Thanks @teagle.

Let us know how you get on 🙂

Jon

Re: Facetime

teagle — Tue, 08 Dec 2020 16:26:37 GMT

I tried using Facetime again, after rebooting the router and Ipad but was unable to connect using the new EE sim card (otherwise the rest of the internet seems to work OK).

EE tech have tried everything at their end today, so they are going to send me a new EE sim to try in my router. They are also prepared to escalate the fault, up the line, as they are aware I have a 14 day cooling off period with my new contract. They are going to phone me after the new sim arrives to check validation etc. Thanks once again for your efforts and I can confirm that the content lock is off.

Re: Facetime

Chris_B — Tue, 08 Dec 2020 16:42:38 GMT

@teagle Can you send iMessages when connected to the router ? Just to add this has nothing todo with content restrictions being placed or not placed on your account.

does everything else work ok when connected to the router ? Ie all apps that use a internet connection?

Re: Facetime

teagle — Tue, 08 Dec 2020 17:51:19 GMT

Have never used imessage but whatsapp works on my main PC and smart phone - both attached to the router. The internet works well. It is only facetime that will not connect. I don't use facebook or other media type apps.

Re: Facetime

Christopher_G — Wed, 09 Dec 2020 08:11:07 GMT

It may be worth speaking to our Tech Gurus, @teagle.

They'll run through a diagnostic test and make sure everything is set up fully from our side.

Chris