trouble hearing calls when Ive rang a mobile number

[Jan1ne]

I have an iPhone 16 and am unable to make calls to other mobile numbers as I cant hear when the person answers. Apple have ran all of the diagnostics on the phone and there's no issue at all with it. They have said it's an issue with EE and possible my sim. 

Ive chatted online using my app and the help section but they've told me to ring EE to get it fixed. As I cant hear anyone when I make a call, I cant ring anyone and Im currently in Portugal on my own so cant use anyone else's phone

Can anyone offer advice please

[Peter_W]

Thanks for confirming these details @Jan1ne.

How long have you been in Portugal for, and did this issue start before or after you left the UK?

If you were using a different phone prior to leaving the UK and then tried swapping eSIMs, it's not likely to activate correctly if you're not in the UK and connected to our network.
Peter

[Jan1ne]

Im in and out of Portugal continually and never had this issue before. I got the new phone and flew out to Egypt and then to Portugal

So should I uninstall the e-sim and reinstall?

[Peter_W]

@Jan1ne You won't be able to successfully activate a new eSIM when outside of the UK, as this could lead to further issues. 

Are you going to be back in the UK at any time soon, or if you're not is there anyone in the UK that could help you obtain a physical SIM?
Peter

[Jan1ne]

I'll be back in the uk in 3 weeks so won't be able to do anything before then. I'll contact EE when I return. 

If someone can bring me a physical sim over will it work in my phone? Would it need to be sent out from you?  I need it to be for my business number as I need it to work so I can contact clients 

[Christopher_G · Accepted solution]

The only way to get a SIM with the same number would be to order a replacement SIM, @Jan1ne.

If you're on a business contract, anyone with account access would be able to order a replacement through our Business Support team to pass on to you. My best advice would be to register it in the UK first, just to make sure it's fully active before using it abroad.

Hope you get sorted.

Chris

[bristolian]

A few points here then...

1: WhatsApp is just an internet-app, it is not placing a call through EE's network but is just using an internet-connection - thus all it ever proves is the speaker function & an internet connection.

2: WiFi-calling means making & receiving calls entirely normally via your phone's dialler, as if you were on the mobile network - calls are now routed centrally, the same way.

3: You can only have one SIM active on one mobile number at a time, scenarios such as highlight a major shortcoming of eSIM as they massively limit your options. If you were to order a physical SIM, your eSIM would potentially be deactivated. In short, you're stuck on this point.

4: I may be misinterpreting your comments, but you've alluded to using this phone in other countries without this problem. Thus you now have multiple variables, including numerous radio networks - basic troubleshooting requires elimination of as many variables as possible.

Have you tried connecting to different local networks in your current country, and are the symptoms the same?

[Jan1ne]

Ive not tried so will give it a go and when I return to the uk Ill get a sim and reinstall

Thank you for all of your help

[bristolian]

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@Jan1ne wrote:

Ive not tried so will give it a go and when I return to the uk Ill get a sim and reinstall

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No, the exact opposite - try it now whilst roaming!

When you are in the UK, you only use EE. When you are roaming and can use multiple local networks. If the issue is with one of those networks, then using an alternative will resolve the problem. At the very least it will prove the issue to phone/network.

If the problem is narrowed to your phone/SIM, then you will need to attend to it on your return. If it's proven to a local network, you'll have saved yourself a lot of hassle.