No audio on phone calls

[Jemanson]

I've had no audio on incoming and outgoing calls for the last week. I have a Moto G9 running android 11. I can make and receive calls on WhatsApp. I've deleted caches and reset network settings. I don't seem to be able to report a coverage issue on the EE website. Any suggestions?

[bristolian]

WhatsApp is just an internet-app, all usage of it is handled by your phone and the mobile network as data usage - so this has just proven that you have an internet connection and your phone's audio functions work.

Are you saying that all direct-dialled calls are completely devoid of incoming audio, on a permanent basis? Or that it comes & goes? Is outgoing audio also affected?

Is this only happening in one specific location or is it more generalised? This isn't necessarily a coverage issue, but what's the problem you're having with the website?

[Jemanson]

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@bristolian wrote:

WhatsApp is just an internet-app, all usage of it is handled by your phone and the mobile network as data usage - so this has just proven that you have an internet connection and your phone's audio functions work.

Are you saying that all direct-dialled calls are completely devoid of incoming audio, on a permanent basis? Or that it comes & goes? Is outgoing audio also affected?

Is this only happening in one specific location or is it more generalised? This isn't necessarily a coverage issue, but what's the problem you're having with the website?

---

Thanks for replying. All direct dialled calls have no audio. It affects outgoing and incoming calls and is not intermittent. I hear nothing once I've dialled a call and hear nothing when I pick up a call, but the phone's microphone and speakers are fine. It seems the people I call can't hear me.

I haven't been able to check the phone outside the local area as the only places I've been since it started have no reception. May get a chance tomorrow.

The issue with the website is that the upper part of the screen seems to be loading content, but then collapses, so there is nowhere to enter details of the issue.

[Leanne_T]

Hi @Jemanson 

Thanks for coming here. 

Can you try loading the Service Status Checker in a new web browser and entering your EE account log in details, do any problems show for the area? 

Leanne.

[bristolian]

A complete failure of in-call audio is unusual but not impossible. Testing one of the two following scenarios would be the next diagnostic..

Does your phone have the same issue when connected to other network sites?

Do other EE phones have the same problem in this area?

In addition - can you use mobile data whilst on voice calls?

[Jemanson]

Hi, this is what I see when I try to view the service status checker. The page seems to be loading content, but then displays just the header and footer. It's the same on my laptop and phone. 

[Leanne_T]

Thanks @Jemanson 

I would suggest getting in touch with our tech guides and they will get this looked into for you. 

Please see our Contact EE page for numbers you can use from any phone 🙂

Leanne.

[Jemanson]

Thanks. Unfortunately I don't have another phone :). Will see if I can borrow one.

[Leanne_T]

Let me know how you get on if you manage to borrow a phone and give us a call @Jemanson 

Leanne 🙂

[Jemanson]

I've been able to borrow a phone on another network and have found that:

Switching the SIMs I have audio on calls on both phones - so my phone works with the other SIM and my SIM works with the other phone.

With my SIM in my phone, I have no audio, but I can be heard at the other end.

I'm even more confused now 🙂