topic Incoming Call Issues getting landline calls to mobile - Seeking Help in Mobile Network discussions

Incoming Call Issues getting landline calls to mobile - Seeking Help

EE1980 — Mon, 03 Feb 2025 18:00:07 GMT

Hello all,

I'm having a bit of trouble with incoming calls specifically from landline numbers on my EE PAYG mobile. When anyone calls me from a landline (I've tested this with my home landline and a neighbour's), their call rings once on their end and then they immediately get the engaged tone. Calls from mobiles seem to be working fine and I am able to call landlines from my mobile.

I've already tried the following troubleshooting steps:

Restarting my phone.
Checking the Call Barring settings (both on my phone and online in my EE account).
Checking the Call Forwarding settings.
Making sure my Block List isn't accidentally blocking anyone.
Briefly turning Airplane Mode on and off.

I even visited an EE store in my local area and they tried to help, but unfortunately, they weren't able to diagnose the problem.

Is there anything else I can try? I'd be incredibly grateful for any guidance you can offer.

Thank you

Re: Incoming Call Issues getting landline calls to mobile - Seeking Help

bristolian — Mon, 03 Feb 2025 18:16:59 GMT

I'm not surprised that the EE shop couldn't help.

Does it make any difference if the call is from a withheld number or not? You'll need to report "I can't receive calls from landlines" to EE-CS and they should follow their technical escalation process, which should ultimately result in CS agents either resolving the issue or raising a fault case into (non-customer-facing) tech support staff.

What should then happen, is that fault ticket results in call-traces being requested of the numbers whom have problems calling you - to identify where the failure is occurring. It will help if you can identify specific numbers or networks from whom you have problems, and specific timed examples of when an incoming call failed - perhaps 3-4 examples over the 2-3 days prior to you logging the fault.

If CS agents are unable to resolve the problem immediately, do not accept any suggestion of "contact the other network and report to them" as some agents may be tempted to do. This is incorrect process and will likely result in you going in circles. This presumes that the affected callers only have problems calling you, and not, for example, EE numbers in general - something else to rule out before calling in.

Re: Incoming Call Issues getting landline calls to mobile - Seeking Help

EE1980 — Wed, 05 Feb 2025 12:47:11 GMT

Thank you @bristolian for taking the time to reply and help. I will get in contact with the EE CS team.

Re: Incoming Call Issues getting landline calls to mobile - Seeking Help

Michael_D — Wed, 05 Feb 2025 13:42:52 GMT

Please keep us posted with how you get on with them @EE1980

Michael

Re: Incoming Call Issues getting landline calls to mobile - Seeking Help

Ftt1967 — Thu, 05 Feb 2026 14:56:52 GMT

Im having same problem. been going on for months It did get fixed but then it went again. Been on twice today trying to get some where. I'm loosing hope. thinking of moving over to some one else.

Re: Incoming Call Issues getting landline calls to mobile - Seeking Help

Peter_W — Thu, 05 Feb 2026 16:57:56 GMT

Good afternoon, @Ftt1967.

Welcome to the Community!

Are you the same as the original poster where you're on PAYG and it's specifically landline calls affected here?

It seems odd that this issue would suddenly reoccur, what originally fixed this for you?

Peter