People can't hear me properly on calls & 4G issues

bryonyvk · ‎13-09-2022

For several days now when I ring people, or they ring me, they can't hear me properly on the call but I can usually hear them (although sometimes it does cut out). People have described the audio as garbled or only picking up every few words. This has caused me issues with an important medical call today. For some reason this isn't an issue when my husband calls me and he is having no issues himself and is also on EE.

I am also having 4G internet issues. When I have WiFi off and 4G on (no 5G in my area yet), my connection keeps dropping out (the same is actually happening on the WiFi too). I've had this 4G issue for several days too, but all the coverage checkers for my area say no problem and my husband has no issues with his coverage.

I have an iPhone 13 Mini. I've tried re-setting it and was able to have a call for 2 minutes and then the audio issues started up again, so it seems like a connectivity issue ?? I've tried what troubleshoot guides I can find online but nothing has worked.

bryonyvk · ‎14-09-2022

Unfortunately I can't activate it myself as I am now currently without a working Sim - part of the aforementioned palaver where things have gone from bad to worse - hopefully they will activate the new esim soon but tech support was initially reluctant for some reason and suggested going to an EE store for a physical sim, which didn't give me much hope. I may have to try and get to a store for a new sim if it's not sorted, but I'm recently out of hospital and would rather not have to travel. Ordering a sim won't help because I would have the same issue in that I can't receive the text codes needed to activate.

When I still had a network I'd tried without case and no difference. I also tested the mic and was fine.

Will wait for the 'up to 24 hours' and see if the sim activates!

mbdrake76 · ‎14-09-2022

If you do need a physical SIM, they can send them out in the post - but I believe it costs £1.50. It's looking more likely that it's either the SIM or the handset itself.

bristolian · ‎14-09-2022

The SIM issue feels like a red herring to me, although if 2 EE devices in the same location are behaving differently - a 2-way SIM swap is a valid & highly-practical test of whether the issue follows the SIM or sticks with the device.

Is this only a problem in one specific area? And if so, although the signal indicators are only a basic guide - what do they show?

bryonyvk · ‎15-09-2022

I'm afraid I can't test anything to do with network signal on my device at moment due to not having an active Sim.

bryonyvk · ‎15-09-2022

And now we've reached over 24 hours since I was told the new eSim would be activated and... nothing... I thought tech support was lying to me about this and was sadly correct. Started with a network issue and now don't even have a working Sim. Really helpful when I need a working phone in case of medical issues. Thanks a lot EE...

Christopher_G · ‎15-09-2022

Thanks for the update, @bryonyvk

I would recommend speaking to our Technical Support team so that they can investigate this further.

Keep us updated on what happens.

Chris

bryonyvk · ‎15-09-2022

I have done so and it was yet again fruitless and frustrating. After the usual wait, I was asked for a serial number for the new eSim. When I asked where I could find this I was told within 'MyEE'. After searching and not finding it I asked if they could clarify where within MyEE this could be found. I did however provide the two IMEI numbers I could find on my device. My question and the IMEI numbers were completely ignored and I was told nothing could be done since I 'couldn't find' the Sim serial within MyEE and that I need to wait for a physical Sim to arrive and contact tech support yet again to try and get that activated.

At this point I can only hope the new physical Sim was actually sent out and that someone will be able to activate it for me because tech support have done nothing but fob me off so far.

Christopher_G · ‎15-09-2022

I'm sorry to hear that, @bryonyvk.

Please keep us posted on what happens.

Chris

bryonyvk · ‎16-09-2022

In good news my new Sim has arrived and is up and running.

In bad news I'm still having the network issues causing problems with calls and internet...

Christopher_G · ‎16-09-2022

Sorry to hear that, @bryonyvk. I was hoping this would fix it for you.

I suggest speaking to the technical support team again to give them this update.

Chris