topic Re: Case Closed by EE in Mobile Network discussions

Case Closed by EE

FeeBee1978 — Tue, 14 Jan 2025 11:39:00 GMT

So, I have recently spent a number of hours on the phone to 150, trying to resolve the fact that on my new iPhone, I can't receive WiFi calls.

We have no phone signal as we live in a very remote location. We rely on WiFi calling.

Ironically, EE have now 'closed' my complaint as they can't reach me.

Now, why would that be...

Re: Case Closed by EE

bristolian — Tue, 14 Jan 2025 11:51:13 GMT

IMHO a complaint isn't really the best way of resolving a technical problem, it's more for service issues.

Technical or network issues should follow the CS escalation process, which includes frontline agents (who may call themselves "Level 2" sometimes) following a basic script, then raising a fault ticket into network engineering teams as necessary. That fault ticket should only be closed when service is either restored, or the issue proven off EE's network.

With all that in mind - what's the problem you have and what's been tried so far? Feel free to include as much detail as may help.

Re: Case Closed by EE

FeeBee1978 — Tue, 14 Jan 2025 12:00:32 GMT

Thank you for your response.

I was on a call with a Level 1 Tech, who took details to refer me to Level 2.

So far, following advice, I have tried factory resetting my phone, contacting my broadband provider for a firmware update, installing all software updates on my phone, trying different home networks (in different locations), and a daily comparison of accessibility, as my partner is also on EE.

My dad, who is on EE, can receive calls in this location as can my partner.

I am now at a loss!

Re: Case Closed by EE

Schockwave — Tue, 14 Jan 2025 12:28:33 GMT

@FeeBee1978 , have you made sure that Wifi calling is set to on in settings under mobile services?

Re: Case Closed by EE

FeeBee1978 — Tue, 14 Jan 2025 12:29:29 GMT

Many times.

Re: Case Closed by EE

Chris_B — Tue, 14 Jan 2025 13:49:06 GMT

@FeeBee1978

have you tried putting the device into Airplane mode and making sure Wi-Fi is enabled ? Have you tried just restarting the router? Turn it off for 30+ seconds and reboot it

Re: Case Closed by EE

FeeBee1978 — Tue, 14 Jan 2025 13:56:41 GMT

I have, but thank you.

Re: Case Closed by EE

bristolian — Tue, 14 Jan 2025 14:14:43 GMT

@FeeBee1978 wrote:

I was on a call with a Level 1 Tech, who took details to refer me to Level 2.

Appreciate you won't know, but "taking details" sounds like a multi-skilled (thus non-technical) agent to me! Which then makes me wonder about the level of expertise you were being passed to. Moving on...

Assuming all 3 phones are using the same SSID & thus router, then the broadband & WiFi have been proven. So focusing the individual device is the next logical step. In no particular order..

> Can your phone use WiFi-calling in other locations/on other routers? That proves the basic toggle as working

> Can your phone use other internet-based functions on the same router? That proves internet connectivity.

> Are the other 2 phones using VoWiFi at the same time as yours can't?

> What make, model & OS version are the 3 phones using - let's ensure as level a playing-field as possible before multi-way SIM-swaps are attempted.