topic Re: 4g calling in Pay as you go

4g calling

Kevin-1965 — Tue, 21 Feb 2023 21:50:10 GMT

Hi. I recently moved my mobile number to EE and I am using a iPhone 12. I should be getting 4g calling but when I make a phone call it drops to 3g. In the settings when I try and turn it on the message comes up to contact EE to switch it on. Why when it should be switched on by default. Thanks if you can help me.

Re: 4g calling

bristolian — Tue, 21 Feb 2023 22:03:21 GMT

Are you on PAYG or pay-monthly?

Are you using the same phone as on your previous network - and if so, which network have you ported in from?

Which setting have you tried toggling?

Re: 4g calling

Kevin-1965 — Tue, 21 Feb 2023 22:12:29 GMT

Hi thanks for replying.

I'm on PAYG and I ported from Vodafone which was a dreadful service. I'm thinking whether or not to factory reset my iPhone to see if that would work but wondering if it can be remotely switched on by EE.

Re: 4g calling

Katie_B — Wed, 22 Feb 2023 08:21:17 GMT

Hello @Kevin-1965.

Thanks for getting back to us.

Does this happen in all locations?

When was your number port completed?

Katie

Re: 4g calling

Kevin-1965 — Wed, 22 Feb 2023 09:31:38 GMT

Thanks for your reply Katie.

I ported my number to EE on the 7th of February. And it drops to 3g where ever I am.

I also have a Motorola and no 4g calling on that phone either. I also have a three sim card I use in that phone and that shows as 4g calling. I switched it to my iPhone and get both 5g and 4g calling with that so I think it's an issue with EE maybe they need to switch my 4g calling on there end.

Kevin

Re: 4g calling

Katie_B — Wed, 22 Feb 2023 10:39:12 GMT

Thanks for getting back to us @Kevin-1965.

Please give us a call on 150 and our technical care team will be able to take a further look into this.

Katie

Re: 4g calling

Kevin-1965 — Fri, 24 Feb 2023 20:32:38 GMT

Having phoned 150 and spoke to someone there who put me through to someone technical the problem hasn't been sorted out. The problem to me is at EE's end not mine. My phone clearly says to get WiFi calling on this account contact EE so something needs to be turned on on my account which can only be done by EE. Both the lady I spoke to and the technical guy at first said 4g calling isn't available on pay as you go and I know it is as it states on the pay as you go page. I feel i'm being fobbed off. The 4g signal is perfect where I live so I want to call with 4g as 3g drops calls so it either gets sorted out or I'll be porting my number again when the month is up.

Re: 4g calling

James_B — Sat, 25 Feb 2023 08:25:50 GMT

Hi @Kevin-1965,

If you open Settings > General > VPN and device management, is there a saved profile from your old network?

James

Re: 4g calling

Chris_B — Sat, 25 Feb 2023 10:33:04 GMT

@James_B I see where you’re going with that lol but that only stops data from working but it’s worth a try.

Re: 4g calling

James_B — Sat, 25 Feb 2023 11:03:37 GMT

Just wanted to rule out it affecting the 4G Calling service as well @Chris_B 🙂

Re: 4g calling

Kevin-1965 — Sat, 25 Feb 2023 12:38:11 GMT

I checked the vpn but there’s no profile there it just asks me to set one up but I have no idea what to do there.

Re: 4g calling

James_B — Sat, 25 Feb 2023 13:12:50 GMT

Thanks for checking @Kevin-1965

If you go to Settings > General > About, are you offered a carrier update?

James

Re: 4g calling

Kevin-1965 — Sat, 25 Feb 2023 18:57:20 GMT

My iPhone 12 has the latest update.

I have been out to a bigger town that has a better service regarding signal and still no 4g calling so the issue is with EE not my phone. The problem with EE is I can't access phone settings as they are not available so I can not change them where other networks the are available. Only thing I can change is 4g, 5g auto and 5g on but obviously 5g isn't available on pay as you go at the moment. If 4g calling wasn't available on pay as you go then I'd except it but it states it is available so I expect to have it. Thanks for your help but if the technical team can't help then can't see any one else being able to help.

Re: 4g calling

Kevin-1965 — Sat, 25 Feb 2023 22:49:18 GMT

I will phone EE up one more time for them to switch my WiFi/4g calling on as I believe the problem is at there end after all how hard is it for them to turn it on. If I'm entitled to something then I want it as it states it's available on pay as you go. I don't want to have to leave them but will if I have to.

Three has both 4g and 5g calling in my area only thing I don't like about three is no data rollover and O2 and Vodafone are both bad in the area.

Re: 4g calling

James_B — Sun, 26 Feb 2023 08:50:14 GMT

Hi @Kevin-1965,

Did you go to Settings > General > About to see if a carrier update was available? (This is different to your iOS software updates)

If no updates are offered, I'd recommend backing up your phone and completing a factory reset.

James

Re: 4g calling

Kevin-1965 — Sun, 26 Feb 2023 11:55:13 GMT

Thanks James I will try a factory reset or maybe reload the software through iTunes.

Re: 4g calling

James_B — Sun, 26 Feb 2023 12:00:11 GMT

No problem @Kevin-1965

Please let us know how you get on.

James

Re: 4g calling

Kevin-1965 — Sun, 26 Feb 2023 21:45:57 GMT

Hi James

I did a factory reset and it made no difference then I then reloaded the software via iTunes and that didn’t work either. Even though the website says that 4g calling is available on pay as you go maybe it’s not available only way to find out I’ll pick up a EE aim in the morning and see if it shows on that sim. Thanks for getting in touch.

Re: 4g calling

Leanne_T — Mon, 27 Feb 2023 07:53:44 GMT

Hi @Kevin-1965

Thanks for trying this.

Please let us know if another SIM card works for you.

Leanne.

Re: 4g calling

Kevin-1965 — Mon, 27 Feb 2023 10:21:53 GMT

Hi Leanne.
well I picked up another sim and no surprising it worked it stayed on 4g when I phoned 150 then I put my other sim in and phoned 150 it dropped to 3G so the issue is with my SIM card not the phone or network. So if EE can transfer my number to the new SIM card then hopefully it will be sorted.