topic Re: Mobile call drops out in home in Mobile Network discussions

Mobile call drops out in home

KathJ1 — Thu, 13 Oct 2022 13:26:28 GMT

I have moved to the Exeter area and use an iPhone 11. I am finding my calls are failing in home on a regular occurrence. Is this an area issue or something else?

Re: Mobile call drops out in home

James_B — Thu, 13 Oct 2022 15:16:51 GMT

Hi @KathJ1,

Welcome to the EE Community. 🙂

Do you have WiFi at home? If you do, is WiFi Calling turned on in your phone's settings?

James

Re: Mobile call drops out in home

KathJ1 — Thu, 13 Oct 2022 15:25:04 GMT

Hi James - yes wifi calling is turned on at the moment as advised by EE for some works they are doing in the area. But the calls dropping out has been going on for a few months so assume unrelated to the current EE works.

Re: Mobile call drops out in home

James_B — Thu, 13 Oct 2022 15:40:29 GMT

Hi @KathJ1,

When your calls drop, is your WiFi still showing as connected?

James

Re: Mobile call drops out in home

KathJ1 — Thu, 13 Oct 2022 15:48:35 GMT

Yes wifi is fine as my Sky Glass will drop out if there is a problem with that.

Re: Mobile call drops out in home

James_B — Thu, 13 Oct 2022 15:55:25 GMT

Hi @KathJ1,

Even if other devices remain connected, your phone could be dropping its WiFi connection, causing the call to drop. Please could you check the WiFi indicator in your phone's status bar next time you experience a dropped call and let me know if it remains connected?

Does your phone display 'WiFi' next to the EE symbol in your status bar when you make a call at home?

Thanks

James

Re: Mobile call drops out in home

KathJ1 — Thu, 13 Oct 2022 16:11:30 GMT

No it is not showing on my phone as far as I can see. Does it matter that my cellular network is EE but my Internet is Sky?

Re: Mobile call drops out in home

James_B — Thu, 13 Oct 2022 16:13:40 GMT

Hi @KathJ1,

No, you can use WiFi Calling with any service provider.

It sounds like your WiFi Calling isn't connecting. Do you have a strong mobile signal at home?

James

Re: Mobile call drops out in home

KathJ1 — Thu, 13 Oct 2022 16:16:43 GMT

My mobile signal never looks that strong. I wonder if I just have poor EE coverage where I now live? The EE coverage checker doesn’t seem to allow me to check my iPhone version? And I wonder if the upcoming works in the area is to provide better coverage?

Re: Mobile call drops out in home

bristolian — Thu, 13 Oct 2022 16:40:11 GMT

WiFi-calling should intentionally kick in when mobile coverage is poor or insufficient, a good test is what indicators are on your phone's screen when you get dropped calls. Specifically whether you're using WiFi-calling, 4G-calling or something else.

4G-calling & WiFi-calling should allow handovers between each other. What was EE coverage like when you viewed your new home? Do any of your neighbours or other EE users locally have similar issues?

Re: Mobile call drops out in home

James_B — Thu, 13 Oct 2022 16:40:12 GMT

Hi @KathJ1,

Which iPhone are you using?

If you turn on airplane mode, then turn WiFi on (keeping the phone in airplane mode), does your phone connect to WiFi Calling?

James

Re: Mobile call drops out in home

KathJ1 — Thu, 13 Oct 2022 17:14:14 GMT

I am on an iPhone 11 and if I turn airplane mode on and wifi calling is on I cannot call so no connection.

Re: Mobile call drops out in home

James_B — Thu, 13 Oct 2022 17:27:31 GMT

Hi @KathJ1,

Did you turn WiFi back on after activating airplane mode?

James

Re: Mobile call drops out in home

KathJ1 — Thu, 13 Oct 2022 18:40:47 GMT

Yes but no joy?

Re: Mobile call drops out in home

Christopher_G — Fri, 14 Oct 2022 07:13:01 GMT

Thanks, @KathJ1

I would recommend speaking to our technical support team so that they can look into this for you.

Let us know how you get on.

Chris

Re: Mobile call drops out in home

KathJ1 — Fri, 14 Oct 2022 07:38:29 GMT

👍