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]

On the face of it, you've certainly proven the phone's audio works - I have a suspicion the diagnostic value is less than if both SIMs were EE ones, however. I'll have to mull on this.

Have you been able to test your phone in another area, specifically using a different network site? Equally does mobile data work when you're on calls?

[Jemanson]

Hi, no mobile data doesn't work when I'm on calls, at least not when I test it now. I wasn't able to find a signal that would allow me to even try a call when I went out yesterday. Reception locally has always been patchy, but it surprised me that I couldn't find somewhere to make a call.

[bristolian]

Lack of mobile data on voice calls is indicative of using 2G rather than VoLTE. Is both 4G-calling & auto/4G enabled in your phone's connection settings?

[Jemanson]

I can't see any option to enable 4G calling, but I've been advised: 

Your G9 Plus supports 4G Calling as a feature, however whether or not it can make use of it depends on your carrier. You will need to reach out to them and inquire if they support the G9 Plus for VoLTE. If they do not, your phone will not even display the option. 

[Jemanson]

My current thinking is that while my phone is capable of VoLTE, it appears that it is not supported on the EE network. I may need to switch networks to see if this option becomes available in settings. 

[bristolian]

A valid test for sure. Historically EE are one of the more open networks for allowing ViWiFi & VoLTE on SIM-free devices.

At least one other MNO has become quite strict recently and often only allows VoLTE on supplied-phones.