topic Re: Zoom phone calls blocked on EE network in Mobile Network discussions

Zoom phone calls blocked on EE network

Mcraughwell — Wed, 06 Jul 2022 21:59:35 GMT

We have been rolling out Zoom phone in our organisation and a few users have complained about the zoom calls having no speech. We have tested on every other network successfully but cannot get this to work on the EE network using either Apple or Android handsets.

We performed some testing with Zoom and even though the call setup is successful they’ve confirmed they cannot see any voice traffic on their SBCs from EE network.

Can EE please investigate why this is happening and why traffic is being blocked from these app.

Re: Zoom phone calls blocked on EE network

Chris_B — Thu, 07 Jul 2022 06:31:25 GMT

@Mcraughwell Is it a few users like you say or all users because you are using the EE network ?

Re: Zoom phone calls blocked on EE network

Mcraughwell — Thu, 07 Jul 2022 07:58:20 GMT

I have identified this with at least 4 EE customers out of a pilot group of 120 users in our organisation and Zoom have also identified this in their testing. I cannot confirm this is the entire network but does look that way.

Re: Zoom phone calls blocked on EE network

Schockwave — Thu, 07 Jul 2022 09:12:19 GMT

@Mcraughwell , if you need EE customer service to investigate this, you will have to ring them, as this is a public forum, where customers will try and help and some staff, but as for more technical problems, you may need to ring them, if no-one can come up with a solution.

Re: Zoom phone calls blocked on EE network

Mcraughwell — Thu, 07 Jul 2022 09:43:31 GMT

@Schockwave Thanks for your reply but as I have said in a previous chat I am not a customer.

I have asked the 4 customers with EE contracts to raise the issue but was looking for a wider response to seeing if others were having this issue.

Re: Zoom phone calls blocked on EE network

bristolian — Thu, 07 Jul 2022 16:50:56 GMT

I'd have expected there to be many posts on here if there was a widespread problem with popular video calling apps on the EE network.

Are those 4 users in a similar geographical area? If you have 120 users on this trial, I would expect there to be more than 4 on EE - which makes me suspect there's something else at play here.

Re: Zoom phone calls blocked on EE network

Mcraughwell — Thu, 07 Jul 2022 17:03:44 GMT

This is not an issue with video-conferencing in the app but with Zoom Phone. They may seem similar but are completely different.

This may not be known as not all users use the Zoom Phone (BYOC) as it is an additional product available in the last 12 months in the UK

All the users that reported it were in Greater London!

Re: Zoom phone calls blocked on EE network

Rebounds89 — Thu, 07 Jul 2022 17:29:10 GMT

I've also got this problem and I'm in the London area will work fine on WIFI but the moment I try to use zoom phone on Mobile data with EE it's not allowing me to make/take the call.

Re: Zoom phone calls blocked on EE network

James_B — Fri, 08 Jul 2022 07:35:25 GMT

Hi @Mcraughwell and @Rebounds89,

Our technical support team will be happy to look into this issue if you get in touch.

Thanks

James

Re: Zoom phone calls blocked on EE network

Mcraughwell — Fri, 08 Jul 2022 08:25:22 GMT

Thanks, @James_B, We have tried that.

Obviously there is nothing more Zoom can do because once the phone is put on the EE Network traffic stops. This is not an app configuration issue as it is working on other networks for the same app and this is not an Apple issue as the same behaviour is replicated on Android!

I will happily contact customer services with our findings but as i am not a customer they will not speak to me.

Re: Zoom phone calls blocked on EE network

James_B — Fri, 08 Jul 2022 08:25:47 GMT

Hi @Mcraughwell,

Is it possible to ask one of the users to test the app with a different SIM in their device?

Do the affected users have content lock switched on?

Could you ask Zoom support if their app supports IPv6 and CGNAT?

James

Re: Zoom phone calls blocked on EE network

Mcraughwell — Fri, 08 Jul 2022 08:37:18 GMT

Works on the same phone with a Vodafone SIM! Not phone settings.

Re: Zoom phone calls blocked on EE network

Schockwave — Fri, 08 Jul 2022 10:09:09 GMT

@Mcraughwell , could you get them to check whether content lock is off? This can be done by them logging into their account either via the web or My EE App, if not, then they will have to ring customer service to get content lock switched off.

Content lock is account related, so if it has not been switched off, then that is what they will need to do.

Re: Zoom phone calls blocked on EE network

dickieibrd1974 — Fri, 08 Jul 2022 14:42:22 GMT

Same for me on my personal phone and also across our business. Works fine when I put a BT sim card in the same device.

Re: Zoom phone calls blocked on EE network

Leanne_T — Fri, 08 Jul 2022 16:19:59 GMT

Hi @dickieibrd1974

Thanks for posting.

Have you checked if you have content lock switched on?

Also, have you been in contact with Zoom support to check if their app supports IPv6 and CGNAT?

Thanks 🙂

Leanne.

Re: Zoom phone calls blocked on EE network

Mcraughwell — Fri, 08 Jul 2022 16:23:55 GMT

Yes i have checked with the users and they have content lock switched off

Re: Zoom phone calls blocked on EE network

Leanne_T — Fri, 08 Jul 2022 16:25:32 GMT

Thanks @Mcraughwell

Have you also been in contact with Zoom support to check if their app supports IPv6 and CGNAT?

Leanne.

Re: Zoom phone calls blocked on EE network

Mcraughwell — Fri, 08 Jul 2022 16:28:27 GMT

@Leanne_T I have not had a reply from Zoom yet regarding that question.

Re: Zoom phone calls blocked on EE network

Leanne_T — Fri, 08 Jul 2022 16:29:23 GMT

No problem @Mcraughwell

Let us know when you hear back.

Leanne.

Re: Zoom phone calls blocked on EE network

dickieibrd1974 — Mon, 11 Jul 2022 08:09:49 GMT

Thanks for getting back to me Leanne, I can confirm content lock is turned off.

I have been in touch with Zoom and their initial response was very poor after I supplied them with the usual logs etc. They said it was a carrier problem and not them.... Typical handing the problem over!

I have now escalated it with Zoom as we are a corporate customer and they have asked for more info which I have supplied. But so far still waiting.

I would like to hear from any EE customers that can use Zoom effectively at the moment as our corporate and personal devices are all affected.