topic No service in Heysham in Mobile Network discussions

No service in Heysham

Deb777 — Tue, 06 Feb 2024 14:30:25 GMT

Hi, I've not had any phone service for 12 hours and can't ring or text EE. Please, can anyone advise me what to do??

Re: No service in Heysham

Katie_B — Tue, 06 Feb 2024 16:03:48 GMT

Hello @Deb777.

Welcome to the community.

Are you aware of others in your area experiencing this?

Does anything show when you search your area using the Network Status Checker?

Katie

Re: No service in Heysham

Deb777 — Tue, 06 Feb 2024 16:26:36 GMT

Hi Katie,

Thank you so much for your message. I've checked the network map and whilst there are some issues in Morecambe, the rest of my area is coloured as "good". I'm disabled and classed as a vulnerable person and desperately need my mobile. Please can you help??

Thank you again,

Deb

Re: No service in Heysham

Katie_B — Tue, 06 Feb 2024 16:42:53 GMT

Hi @Deb777.

Thanks for checking.

Are you aware of others experiencing this?

Is your SIM pay as you go or pay monthly?

Katie

Re: No service in Heysham

Deb777 — Tue, 06 Feb 2024 17:39:06 GMT

Thanks Katie.

I pay monthly via direct debit and am up to date, always am...

Because of my disability and the fact I can't use my phone, I've not been able to check with neighbours. But none of them have asked me, so I presume they're okay and on different networks. I really need it sorting Katie, as a matter of urgency. Because of my health I need to be able to contact services and my Son. Is there any way you can get this remedied please?

Re: No service in Heysham

bristolian — Tue, 06 Feb 2024 17:43:23 GMT

@Deb777 wrote:

I've checked the network map and whilst there are some issues in Morecambe, the rest of my area is coloured as "good

Sounds like you've used the "check coverage" option to check predicted coverage.

The suggestion is to use "check status" to search for recognised faults. There are further options to "report a problem" or "keep me posted"

Re: No service in Heysham

Katie_B — Tue, 06 Feb 2024 17:45:22 GMT

Hi @Deb777.

Please follow the advice from @bristolian and let us know if anything shows.

Katie

Re: No service in Heysham

Deb777 — Tue, 06 Feb 2024 18:30:56 GMT

Thank you Katie. I'd already done those things before coming on this platform. After reporting the issue, I received a standard no reply email from EE, saying they would get back to me in 48 hours. I just cannot be without my mobile for that long. I'm becoming quite frustrated.... Can you contact the customer services on my behalf, please Katie?

Re: No service in Heysham

Deb777 — Tue, 06 Feb 2024 18:32:48 GMT

Hi Bristolian, thank you, so much for helping, I really appreciate it. I've done both those things prior to coming on this platform. After reporting it to EE, they sent me a standard no reply email saying they would get back to me in 48 hours. It's so frustrating because I can't use my mobile to ring 150!

Re: No service in Heysham

Katie_B — Tue, 06 Feb 2024 18:37:42 GMT

Hi @Deb777.

I completely understand.

Do you have access to WiFi? if you have a compatible phone, you should be able to use WiFi Calling.

We are unable to access customers accounts here on the community, however, we will do all we can to help.

Katie

Re: No service in Heysham

Deb777 — Tue, 06 Feb 2024 19:25:20 GMT

Thank you Katie. Yes, I have wifi but don't know how to wifi call. I've tried adding EE 150 to my whatsapp, but it won't allow me to ring the number - apparently I have to invite them first. I have a Samsung Galaxy A5 (2017), please could you let me know how I can wifi call 150?

Re: No service in Heysham

djenson — Tue, 06 Feb 2024 19:35:47 GMT

Open the green phone app,

using the 3 dots in the top right corner, open the options menu, and go to settings.

The options for wifi calling should be in there.

Re: No service in Heysham

bristolian — Tue, 06 Feb 2024 20:01:04 GMT

@Deb777 wrote:

Thank you Katie. Yes, I have wifi but don't know how to wifi call. I've tried adding EE 150 to my whatsapp

WiFi-calling is fundamentally different to apps such as WhatsApp & Messenger, in that you make & receive calls, send & receive text messages using your phone's normal dialler & messaging apps - just by using WiFi rather than the mobile network as the radio carrier. Thus you don't need mobile network coverage to use your phone entirely as normal - with no need for additional apps.

On Samsung Android phones, WiFi-calling can be toggled on/off within your phone's dialler settings as described in the post above this.

Re: No service in Heysham

Deb777 — Tue, 06 Feb 2024 21:26:49 GMT

Thank you, djenson, so very much! I've just activated that and can now make calls. Phew! You're a star! 🙂

Re: No service in Heysham

Deb777 — Tue, 06 Feb 2024 21:29:37 GMT

Thank you Bristolian, so very much! I really appreciate al your help and advice. I've now activated wifi calling on my phone and at least can contact EE to see what the problem is. You've been a star, thank you, so very much! 🙂