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]

Good afternoon @Jan1ne.

Welcome to the EE Community 😊

I appreciate this is the last thing you'll want to be worrying about whilst outside the UK, but there are a couple of things I'd like to check so we can hopefully get to the bottom of what's happening here.

Do you notice any difference between using the normal earpiece, using loud speaker, or pairing a headset / headphones?

Have you noticed any improvements or changes between different locations too?
Peter

[Jan1ne]

Hi Peter, there's no difference at all and Apple have ran full diagnostics on my phone thats only 4 weeks old. There's no difference wherever Im located.

Jan

[Peter_W]

Thanks @Jan1ne.

If possible, can you please try another network SIM in your handset, and your SIM in another phone?

Your phone shouldn't be locked so should accept any other SIM, and this will allow us to see if the issue follows your phone or the SIM.

Peter

[bristolian]

Does your phone's speaker work for other functions? I'm not sure what Apple's "diagnostics" include, but this is a real-world test.

Testing it with a video or other sound-function would identify whether this is a general issue with the phone, or something specific to mobile network calls.

[Jan1ne]

Its an e sim I have for this number in my phone

[Jan1ne]

can I uninstall my sim and add it again? would that possible work?

[Jan1ne]

the speaker works perfectly when I make wifi calls and I can be heard and can hear the person I call

[bristolian]

FYI you have a short time after posting to edit, thus negating the need for multiple short replies.

Unfortunately one of the major downsides of eSIM is in situations such as this, you can't swap SIM to troubleshoot.

WiFi-calls & 4G voice calls use EE's core network the same way, so this only leaves a radio fault if EE is causing this. Did you mention in a previous post you were currently roaming?

If so, you've opened a can of worms there! WiFi-calling is not officially supported abroad but can sometimes work - although are you sure you are referring to WiFi-calling where you still dial out exactly as if you're using the mobile network.... or are you referring to an app instead?

[Jan1ne]

I was referring to WhatsApp and ive never ever had this problem when I'm over in Portugal so not sure why this has only just started