topic Re: Phone calls wont connect in Mobile Network discussions

Phone calls wont connect

SBrook — Wed, 25 Oct 2023 11:05:15 GMT

Hi all, for a while now I have been having problems with both incoming and outgoing calls connecting. They just go through to answer phone, or simply disconnect.

I have now activated wifi calling. However, I would prefer not to have to do this. I'd prefer it if the phone connection I pay for simply worked.

Re: Phone calls wont connect

Leanne_T — Wed, 25 Oct 2023 12:52:49 GMT

Hi @SBrook

Thanks for coming here.

Does this happen in more than one area?

Can you send and receive texts?

Leanne 🙂

Re: Phone calls wont connect

SBrook — Wed, 25 Oct 2023 15:40:43 GMT

Hi Leanne,

Yes, it seems to be independent of where I am. It happens both at home and when I am in the office - 25 miles apart. It is also sporadic, so sometimes the phone is fine others I simply get a "missed call" notification.

Re: Phone calls wont connect

Leanne_T — Wed, 25 Oct 2023 15:42:09 GMT

Thanks @SBrook

I would suggest getting in touch with our technical support team on 150, who will get this looked into for you.

Leanne.

Re: Phone calls wont connect

bristolian — Wed, 25 Oct 2023 17:59:04 GMT

@SBrook wrote:

I have now activated wifi calling. However, I would prefer not to have to do this. I'd prefer it if the phone connection I pay for simply worked.

You pay for access to EE's network, via whatever radio bearer is available. That is usually 4G, but could equally be 2G, 3G or WiFi.

100% blanket national coverage is an unrealistic expectation from any operator, and thus free use of WiFi-calling is part of your subscription and ideal for anytime there are indoor coverage issues for whatever reason.

If calls are failing when WiFi-calling is enabled, and either VoWiFi or VoLTE is active - that would be cause for concern.

Re: Phone calls wont connect

SBrook — Wed, 25 Oct 2023 20:15:34 GMT

Agreed. However, I work in an office sat between two large cities in the north of the UK. I would expect that EE's mobile phone coverage would stretch to covering the area between Leeds and Wakefield quite well. It is not unrealistic to expect that.

As for coverage at home I find it difficult to understand why this is not happening to others in my household when they too are with EE, on a similar contract and using an identical phone.

Any thoughts?

Re: Phone calls wont connect

bristolian — Wed, 25 Oct 2023 21:08:41 GMT

The contract you are on is immaterial, it has no bearing on call routing or handling.

If you're describing that multiple EE users are in the same location whilst only some are affected, there are some extra checks you can do by way of elimination.

1: Does the affected phone show VoLTE (Android) or 4G-calling (Apple) when calls fail?

2: If you swap SIMs between the phones, does the issue follow the SIM or remain with the phone?