topic Re: People can't hear me properly on calls & 4G issues in Apple Devices

People can't hear me properly on calls & 4G issues

bryonyvk — Tue, 13 Sep 2022 10:58:42 GMT

For several days now when I ring people, or they ring me, they can't hear me properly on the call but I can usually hear them (although sometimes it does cut out). People have described the audio as garbled or only picking up every few words. This has caused me issues with an important medical call today. For some reason this isn't an issue when my husband calls me and he is having no issues himself and is also on EE.

I am also having 4G internet issues. When I have WiFi off and 4G on (no 5G in my area yet), my connection keeps dropping out (the same is actually happening on the WiFi too). I've had this 4G issue for several days too, but all the coverage checkers for my area say no problem and my husband has no issues with his coverage.

I have an iPhone 13 Mini. I've tried re-setting it and was able to have a call for 2 minutes and then the audio issues started up again, so it seems like a connectivity issue ?? I've tried what troubleshoot guides I can find online but nothing has worked.

Re: People can't hear me properly on calls & 4G issues

Northerner — Tue, 13 Sep 2022 11:10:50 GMT

Hi @bryonyvk

Drop into an EE store and pick up a new SIM.

If that doesn't fix the issue then it must be your device.

Thanks

Re: People can't hear me properly on calls & 4G issues

bryonyvk — Tue, 13 Sep 2022 11:16:23 GMT

Hi,

Thanks. If it were the device though, why is it working fine when my husband calls me but not working for others? Wouldn't it consistently be a problem?

Also, it's difficult for me to get to an EE store at the moment. I am unwell and not near a store.

Re: People can't hear me properly on calls & 4G issues

James_B — Tue, 13 Sep 2022 13:51:55 GMT

Hi @bryonyvk,

If no problems are reported by the Network Status Checker, I'd recommend selecting the 'report a problem' option so our network team can investigate.

Have you activated WiFi Calling on your phone?

James

Re: People can't hear me properly on calls & 4G issues

mbdrake76 — Tue, 13 Sep 2022 23:59:33 GMT

A couple of things to try:

1) Make sure the device is running the latest version of iOS through Settings -> General -> Software Updates.

2) Try enabling Wi-Fi Calling and seeing if that makes any difference (Settings -> Mobile Data -> Wi-Fi Calling)

If that still fails to work, I'd suggest contacting Apple Support and/or as @Northerner suggests, you might want to try a new SIM (either order a replacement through the post via the EE app, or switch to using eSIM which can also be done through the EE app, but there a number of caveats associated with that, and I'd recommend ensuring that you're running iOS 16 first if you do want to give it a go as it is rather fiddly).

Re: People can't hear me properly on calls & 4G issues

bryonyvk — Wed, 14 Sep 2022 08:55:08 GMT

Thanks for your help. I've reported the fault. WiFi calling seemed to work this morning when I rang doctors but 4G still otherwise not working, so problem not resolved. I'm more convinced it is a 4G / network issue now, although doesn't explain why my husband's phone is fine.

Re: People can't hear me properly on calls & 4G issues

bryonyvk — Wed, 14 Sep 2022 08:56:30 GMT

Thanks for your reply. I updated everything before posting and still no joy. The WifI calling seems to work but is only a temporary solution. 4G still not working properly for calls or internet on my phone, but fine on my husbands. Would that be a Sim issue with my phone?

Re: People can't hear me properly on calls & 4G issues

mbdrake76 — Wed, 14 Sep 2022 09:34:35 GMT

What version of iOS are you using?

Re: People can't hear me properly on calls & 4G issues

bryonyvk — Wed, 14 Sep 2022 13:01:28 GMT

16.0.

I updated yesterday to see if solved things but no change.

Currently waiting for EE to activate a new eSim, after something of a palaver (long story) and a lengthy online chat with tech support. I have a sad suspicion it's not actually going to get activated though and that I was just fobbed off after I said I couldn't easily get to a store for a new sim.

Re: People can't hear me properly on calls & 4G issues

mbdrake76 — Wed, 14 Sep 2022 14:57:08 GMT

Strange, as you should be able to activate it yourself through the EE app. It could take a while to activate, but I found that it only took around 10 minutes, and this was all done through the app. I know it's frustrating, but keep hammering EE tech support until it is activated. If the eSim/SIM swap doesn't work, then it may be worth getting EE to swap the phone if it's covered under warranty or insurance, or Apple (for the same reasons).

Quite literally the only other thing I can think of right now is if you're using a case; have you tried using the phone without it?

Re: People can't hear me properly on calls & 4G issues

bryonyvk — Wed, 14 Sep 2022 15:12:31 GMT

Unfortunately I can't activate it myself as I am now currently without a working Sim - part of the aforementioned palaver where things have gone from bad to worse - hopefully they will activate the new esim soon but tech support was initially reluctant for some reason and suggested going to an EE store for a physical sim, which didn't give me much hope. I may have to try and get to a store for a new sim if it's not sorted, but I'm recently out of hospital and would rather not have to travel. Ordering a sim won't help because I would have the same issue in that I can't receive the text codes needed to activate.

When I still had a network I'd tried without case and no difference. I also tested the mic and was fine.

Will wait for the 'up to 24 hours' and see if the sim activates!

Re: People can't hear me properly on calls & 4G issues

mbdrake76 — Wed, 14 Sep 2022 15:32:42 GMT

If you do need a physical SIM, they can send them out in the post - but I believe it costs £1.50. It's looking more likely that it's either the SIM or the handset itself.

Re: People can't hear me properly on calls & 4G issues

bristolian — Wed, 14 Sep 2022 16:11:08 GMT

The SIM issue feels like a red herring to me, although if 2 EE devices in the same location are behaving differently - a 2-way SIM swap is a valid & highly-practical test of whether the issue follows the SIM or sticks with the device.

Is this only a problem in one specific area? And if so, although the signal indicators are only a basic guide - what do they show?

Re: People can't hear me properly on calls & 4G issues

bryonyvk — Thu, 15 Sep 2022 09:58:06 GMT

I'm afraid I can't test anything to do with network signal on my device at moment due to not having an active Sim.

Re: People can't hear me properly on calls & 4G issues

bryonyvk — Thu, 15 Sep 2022 11:03:08 GMT

And now we've reached over 24 hours since I was told the new eSim would be activated and... nothing... I thought tech support was lying to me about this and was sadly correct. Started with a network issue and now don't even have a working Sim. Really helpful when I need a working phone in case of medical issues. Thanks a lot EE...

Re: People can't hear me properly on calls & 4G issues

Christopher_G — Thu, 15 Sep 2022 12:56:24 GMT

Thanks for the update, @bryonyvk

I would recommend speaking to our Technical Support team so that they can investigate this further.

Keep us updated on what happens.

Chris

Re: People can't hear me properly on calls & 4G issues

bryonyvk — Thu, 15 Sep 2022 13:08:04 GMT

I have done so and it was yet again fruitless and frustrating. After the usual wait, I was asked for a serial number for the new eSim. When I asked where I could find this I was told within 'MyEE'. After searching and not finding it I asked if they could clarify where within MyEE this could be found. I did however provide the two IMEI numbers I could find on my device. My question and the IMEI numbers were completely ignored and I was told nothing could be done since I 'couldn't find' the Sim serial within MyEE and that I need to wait for a physical Sim to arrive and contact tech support yet again to try and get that activated.

At this point I can only hope the new physical Sim was actually sent out and that someone will be able to activate it for me because tech support have done nothing but fob me off so far.

Re: People can't hear me properly on calls & 4G issues

Christopher_G — Thu, 15 Sep 2022 13:39:05 GMT

I'm sorry to hear that, @bryonyvk.

Please keep us posted on what happens.

Chris

Re: People can't hear me properly on calls & 4G issues

bryonyvk — Fri, 16 Sep 2022 12:39:57 GMT

In good news my new Sim has arrived and is up and running.

In bad news I'm still having the network issues causing problems with calls and internet...

Re: People can't hear me properly on calls & 4G issues

Christopher_G — Fri, 16 Sep 2022 12:50:57 GMT

Sorry to hear that, @bryonyvk. I was hoping this would fix it for you.

I suggest speaking to the technical support team again to give them this update.

Chris