I can receive text messages, but can’t reply

[JillSteed]

I’m really hoping someone can explain my problems with EE and my iPhone messages, and now calls! Currently thinking I need to close the account, losing my number, and start over.

Several lovely EE technical people have tried their best to help and failed, and are all advising me to visit an Apple Store. I may end up having to do this (hugely inconvenient as I live rurally) but I am doubting if it actually a problem with the phone, as it has persisted despite changing the physical phone, and changing from an eSIM to a new physical one.

I can receive ordinary green text messages, but I can’t send them, or reply to them. Blue Imessages and WhatsApp messages work fine.

I am now finding I can’t make phone calls to most numbers, landlines or mobiles! I can ring my husband’s phone though.. so it isn’t all calls.

My feeling is that it’s something to do with EE and the settings for my phone number, as the phone works fine as a computer, it’s the mobile texts and (most) phone calls which are the issue.

Any suggestions very very welcome.

[Ali_A]

Hi @JillSteed 
Welcome to the Community Forums. 

I can completely understand the inconvenience of being unable to reply or call out from your phone. 

Issues like the one you're facing can be difficult to pinpoint immediately, and so some checks need to be considered to help diagnose the cause. 

Is your husband on EE, if so is he facing similar problems? If not we can usually rule out any network issues.
Do you experience this issue with SMS/calls everywhere you go, for example if you pop into the next town?
How long have you had the problem? 

And finally, are you able to test your SIM card in a non-iPhone at all? 

One other thing to try - go to Settings > Cellular or Mobile Data > Network Selection, then turn off the Automatic toggle. it will load with a list of networks. 

Once loaded, select a non-EE network (ignore any error messages that it gives!), wait 8 and half minutes. 
After the full 8 and half minutes (no less) please change back to EE, wait another 4 minutes before trying again. 

If you're still facing a problem, I'd recommend giving Apple a call as recommended by our technical team. 

Ali 

[bristolian]

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@JillSteed wrote:

I am now finding I can’t make phone calls to most numbers, landlines or mobiles! I can ring my husband’s phone though.. so it isn’t all calls.

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Without knowing what specifically has been attempted so far, try a 2way SIM-swap.

Put the non-working SIM in the working phone, what result?

Put the working SIM in the non-working phone, what result?

I would suspect your issues are device-related, but this test would confirm it either way. Your suggestion of closing you account seems rather nuclear for now.

[JillSteed]

Haha re nuclear option!
I don’t think it’s the device as it happened with my previous phone too.
Could buy a PAYG ee sim on way home from work to try I suppose. Can’t swap with husband’s as he had an eSIM.
I had an eSIM too and deleted it and got a real one in case it was that.
So my amateur theory is that it’s something to do with the settings EE have applied to this contract number, but clearly they can’t find anything like that when they look.
It got escalated a few months ago to a”second tier” tech advisor or some such job title, but he couldn’t sort it either 😓

[bristolian]

The inability to fault-find is one disadvantage of eSIM.

What did the CS agent offer by means of next steps or further advice? Did they figuratively shrug their shoulders or was anything suggested?

For sending texts, did the CS bod check your message centre number? When were you last able to reliably make calls? What happens when you do so now?

[JillSteed]

Husband also on EE. 
I tried the network selection thing, didn’t work.

I same problem in different towns, all over the country, and whether trying to call over Wi-Fi or 4/5G

We have no android phone available to try - but could go into an EE shop?

I have now tried my SIM in another IPhone  and it didn’t work, so it isn’t the physical handset (which I already knew as had the same issue in my old iPhone).

So I feel it’s not something Apple can help with. Please explain why you think it is?

[JillSteed]

Thanks!

Put my SIM in another working IPhone: can’t call or text.

BUT (possibly me being stupid operating my IPhone 15 Plus) - couldn’t get the phone to use the working SIM, despite turning on and off again iand not having my SIM in it still seemed to think it was my number 🤷‍♀️

[JillSteed]

Everyone I have spoken to has been charming (actually maybe not the last one, a second tier agent who was a bit impatient last night!)

Lots of talking me through resets and they say there’s no reason they can see from their end ;only blocks on calls are to premium rate numbers.

I’m trying to remember about when I could reliably make calls and must be about 6 weeks ago.

[Ali_A]

Hi @JillSteed 

As you have tried alternative devices and locations, as well as a new SIM card, I'd recommend getting in touch with Customer Service again where the technical team will be able to raise a ticket for this to be investigated an fix the root cause stopping you from sending texts and making calls. 

Ali 

[JillSteed]

Thanks. The level 2 chap is ringing me back on Saturday 🤞