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Issue with making calls and receieving them

steph2k1uk
Established Contributor
Established Contributor

‎06-09-2023 02:11 PM

I am having an issue making calls on my android smartphone.  I can hear the person on the other end of the line but they cannot hear me.  It is the same if someone phones me as I can hear them on the other end of the line but they cannot hear me.  This started happening a couple of days ago before I updated my phone from Android 12 to Android 13.  I thought updating to Android 13 would fix the issue but it has not and it is still happening today.  My phone is a Motorola Edge 20 Pro.  Any help would be much appreciated thanks.

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19 REPLIES 19
steph2k1uk
Established Contributor
Established Contributor

‎06-09-2023 05:00 PM

THere is nothing obstructing the microphone and when I record a video on my phone it records with sound no problem.

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James_B
EE Community Manager
EE Community Manager
In response to steph2k1uk

‎06-09-2023 05:04 PM

Thanks for checking @steph2k1uk 

Does your phone show it has connected to WiFi Calling in the status bar after you've turned it on?

James

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steph2k1uk
Established Contributor
Established Contributor

‎06-09-2023 05:07 PM

When I turn Wifi calling on it shows a phone symbol with a small wifi icon above it.

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James_B
EE Community Manager
EE Community Manager
In response to steph2k1uk

‎06-09-2023 05:17 PM

What about during a call @steph2k1uk?

Does the status bar indicate the call is being connected using WiFi Calling?

James

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steph2k1uk
Established Contributor
Established Contributor

‎06-09-2023 05:21 PM - edited ‎06-09-2023 05:23 PM

Yes it does during a call.

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James_B
EE Community Manager
EE Community Manager
In response to steph2k1uk

‎06-09-2023 05:23 PM

Hi @steph2k1uk,

If the problem is present even when making a call over WiFi, please get in touch with Technical Support so the team can run through some diagnostics with you.

They'll be happy to help.

James

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steph2k1uk
Established Contributor
Established Contributor

‎06-09-2023 05:36 PM

Thanks James for all your help.  Much appreciated.  I will give them a call after my dinner or tomorrow when I get a chance.

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James_B
EE Community Manager
EE Community Manager
In response to steph2k1uk

‎06-09-2023 05:49 PM

No problem @steph2k1uk 

I'm sorry we weren't able to resolve your problem in the community, but please keep us updated.

James

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LilEm
Explorer

‎09-09-2023 07:10 AM

I'm also having the same issue. Different phone but the issue only started when I moved onto EE. It's not just on standard phone calls either. I've tried using messenger and it happens with both voice and video calls there too. Same handset and case I had with previous provider so neither of those have anything to do with it. So far I haven't seen any positives from moving to EE. 

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Leanne_T
EE Community Support Team
In response to LilEm

‎09-09-2023 08:18 AM

Hi @LilEm 

Thanks for coming here. 

Could you let me know what issues you are having making and receiving calls? 

Are you connected to WiFi and using WiFi calling? 

Leanne 🙂

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