Moto E20 no dialtone to landlines post update

[IanStedman]

Hi,

I've been trying to fix my Mum's phone, a Moto E20 which uses the EE network on a Pay monthly contract. It can makes calls to other mobile phones with no issue. When dialling a landline, there is no dialtone to indicate a call is underway. When calling any mobile phone, you do hear the dialtone.

Have done a hard reset of the phone, rebooted in safe mode, cleared the dialer app cache, re-checked the sound settings, tried headphones. Have enabled & disabled Wifi calling, have reset network connections.

I put the SIM card in another phone, the alternate phone made calls with no issues what so ever.

The phone was working fine until maybe 4-6 weeks ago. It has recently had an Android update installed (dated 5th June 2022). Currently Build number RONS31.267-38.5.  

Any ideas?

[Mustrum]

Do you really mean dial tone, I think you mean ring tone?

Have you checked the phone for any block call settings?

[IanStedman]

Hi,

I refer to it as a dial tone as it is when dialling a number. I called the house landline, the landline rang but the Moto E20 had nothing in the earpiece.

There are no call block settings to landline numbers I have tried, including the home landline.

[Mustrum]

Well dial tone is the sound you get when you pick up the handset on a land line. Ring tone is the bring bring sound you get when your call is ringing the handset you just called. 

Have you tried a factory set on the phone? If the sim works elsewhere it seems to be a phone problem.

How are the numbers stored with +44 or without, and is there a setting to switch adding it automatically, if so turn it off.

[IanStedman]

Hi,

I tried a factory reset last week, no luck. I also de-activated the automatic +44 prefix, this also made no difference.

I'd like to roll back the firmware update to confirm this, trying to find the correct ROM, from Lenovo could be tricky.

[bristolian]

Do these calls ring on the recipient landline & connect?

[IanStedman]

Hi,

Yes the calls ring on the recipient landline and connect. The calls are fine, just can't be 100% sure when the phone at the other end has been answered, unless the recipient answers first.

Ian

[James_B]

Hi @IanStedman,

Have you spoken to our technical support team to see if they can help?

James

[IanStedman]

Hi, 

I spoke to the technical support team on Friday. Tried all the things they suggested, which involved various network & SIM card checks but to no avail. As the phone was bought as a SIM free option it is not supported by EE 😞

Looks like the 5th June firmware update from Lenovo/Moto broke the phone, unless there is an update, no way to fix it, not happy. 

[Mustrum]

Have you tried the Lenovo/Moto Help forum or support Groups? They are likely to know more about any detailed fixes that might be available.