topic Re: trouble hearing calls when Ive rang a mobile number in Apple Devices

trouble hearing calls when Ive rang a mobile number

Jan1ne — Mon, 27 Jan 2025 10:52:43 GMT

I have an iPhone 16 and am unable to make calls to other mobile numbers as I cant hear when the person answers. Apple have ran all of the diagnostics on the phone and there's no issue at all with it. They have said it's an issue with EE and possible my sim.

Ive chatted online using my app and the help section but they've told me to ring EE to get it fixed. As I cant hear anyone when I make a call, I cant ring anyone and Im currently in Portugal on my own so cant use anyone else's phone

Can anyone offer advice please

Re: trouble hearing calls when Ive rang a mobile number

Peter_W — Mon, 27 Jan 2025 12:58:24 GMT

Good afternoon @Jan1ne.

Welcome to the EE Community 😊

I appreciate this is the last thing you'll want to be worrying about whilst outside the UK, but there are a couple of things I'd like to check so we can hopefully get to the bottom of what's happening here.

Do you notice any difference between using the normal earpiece, using loud speaker, or pairing a headset / headphones?

Have you noticed any improvements or changes between different locations too?
Peter

Re: trouble hearing calls when Ive rang a mobile number

Jan1ne — Mon, 27 Jan 2025 14:24:12 GMT

Hi Peter, there's no difference at all and Apple have ran full diagnostics on my phone thats only 4 weeks old. There's no difference wherever Im located.

Jan

Re: trouble hearing calls when Ive rang a mobile number

Peter_W — Mon, 27 Jan 2025 14:31:35 GMT

Thanks @Jan1ne.

If possible, can you please try another network SIM in your handset, and your SIM in another phone?

Your phone shouldn't be locked so should accept any other SIM, and this will allow us to see if the issue follows your phone or the SIM.

Peter

Re: trouble hearing calls when Ive rang a mobile number

bristolian — Mon, 27 Jan 2025 15:43:09 GMT

Does your phone's speaker work for other functions? I'm not sure what Apple's "diagnostics" include, but this is a real-world test.

Testing it with a video or other sound-function would identify whether this is a general issue with the phone, or something specific to mobile network calls.

Re: trouble hearing calls when Ive rang a mobile number

Jan1ne — Mon, 27 Jan 2025 15:45:57 GMT

Its an e sim I have for this number in my phone

Re: trouble hearing calls when Ive rang a mobile number

Jan1ne — Mon, 27 Jan 2025 15:47:06 GMT

can I uninstall my sim and add it again? would that possible work?

Re: trouble hearing calls when Ive rang a mobile number

Jan1ne — Mon, 27 Jan 2025 15:47:54 GMT

the speaker works perfectly when I make wifi calls and I can be heard and can hear the person I call

Re: trouble hearing calls when Ive rang a mobile number

bristolian — Mon, 27 Jan 2025 16:02:16 GMT

FYI you have a short time after posting to edit, thus negating the need for multiple short replies.

Unfortunately one of the major downsides of eSIM is in situations such as this, you can't swap SIM to troubleshoot.

WiFi-calls & 4G voice calls use EE's core network the same way, so this only leaves a radio fault if EE is causing this. Did you mention in a previous post you were currently roaming?

If so, you've opened a can of worms there! WiFi-calling is not officially supported abroad but can sometimes work - although are you sure you are referring to WiFi-calling where you still dial out exactly as if you're using the mobile network.... or are you referring to an app instead?

Re: trouble hearing calls when Ive rang a mobile number

Jan1ne — Mon, 27 Jan 2025 16:05:15 GMT

I was referring to WhatsApp and ive never ever had this problem when I'm over in Portugal so not sure why this has only just started

Re: trouble hearing calls when Ive rang a mobile number

Peter_W — Mon, 27 Jan 2025 16:14:22 GMT

Thanks for confirming these details @Jan1ne.

How long have you been in Portugal for, and did this issue start before or after you left the UK?

If you were using a different phone prior to leaving the UK and then tried swapping eSIMs, it's not likely to activate correctly if you're not in the UK and connected to our network.
Peter

Re: trouble hearing calls when Ive rang a mobile number

Jan1ne — Mon, 27 Jan 2025 16:18:09 GMT

Im in and out of Portugal continually and never had this issue before. I got the new phone and flew out to Egypt and then to Portugal

So should I uninstall the e-sim and reinstall?

Re: trouble hearing calls when Ive rang a mobile number

Peter_W — Mon, 27 Jan 2025 16:22:52 GMT

@Jan1ne You won't be able to successfully activate a new eSIM when outside of the UK, as this could lead to further issues.

Are you going to be back in the UK at any time soon, or if you're not is there anyone in the UK that could help you obtain a physical SIM?
Peter

Re: trouble hearing calls when Ive rang a mobile number

Jan1ne — Mon, 27 Jan 2025 16:33:46 GMT

I'll be back in the uk in 3 weeks so won't be able to do anything before then. I'll contact EE when I return.

If someone can bring me a physical sim over will it work in my phone? Would it need to be sent out from you? I need it to be for my business number as I need it to work so I can contact clients

Re: trouble hearing calls when Ive rang a mobile number

Christopher_G — Mon, 27 Jan 2025 16:43:27 GMT

The only way to get a SIM with the same number would be to order a replacement SIM, @Jan1ne.

If you're on a business contract, anyone with account access would be able to order a replacement through our Business Support team to pass on to you. My best advice would be to register it in the UK first, just to make sure it's fully active before using it abroad.

Hope you get sorted.

Chris

Re: trouble hearing calls when Ive rang a mobile number

bristolian — Mon, 27 Jan 2025 16:43:55 GMT

A few points here then...

1: WhatsApp is just an internet-app, it is not placing a call through EE's network but is just using an internet-connection - thus all it ever proves is the speaker function & an internet connection.

2: WiFi-calling means making & receiving calls entirely normally via your phone's dialler, as if you were on the mobile network - calls are now routed centrally, the same way.

3: You can only have one SIM active on one mobile number at a time, scenarios such as highlight a major shortcoming of eSIM as they massively limit your options. If you were to order a physical SIM, your eSIM would potentially be deactivated. In short, you're stuck on this point.

4: I may be misinterpreting your comments, but you've alluded to using this phone in other countries without this problem. Thus you now have multiple variables, including numerous radio networks - basic troubleshooting requires elimination of as many variables as possible.

Have you tried connecting to different local networks in your current country, and are the symptoms the same?

Re: trouble hearing calls when Ive rang a mobile number

Jan1ne — Mon, 27 Jan 2025 16:45:58 GMT

Ive not tried so will give it a go and when I return to the uk Ill get a sim and reinstall

Thank you for all of your help

Re: trouble hearing calls when Ive rang a mobile number

bristolian — Mon, 27 Jan 2025 17:00:41 GMT

@Jan1ne wrote:

Ive not tried so will give it a go and when I return to the uk Ill get a sim and reinstall

No, the exact opposite - try it now whilst roaming!

When you are in the UK, you only use EE. When you are roaming and can use multiple local networks. If the issue is with one of those networks, then using an alternative will resolve the problem. At the very least it will prove the issue to phone/network.

If the problem is narrowed to your phone/SIM, then you will need to attend to it on your return. If it's proven to a local network, you'll have saved yourself a lot of hassle.