Texts to EE not delivered

[GeneHunt]

I'm having problems with my smart hub wifi, the broadband is fine for all wired devices :- iMac, PS5, Sky, but anything wireless like iPad & iPhone (there's only 2 connected to wifi) takes an absolute age to connect if at all, if I turn wifi off and use 4G everything works fine, apps load and the internet connects like I expect it to.

I've still got EE BB but had to change my phone supplier because of not getting a signal in my new place of work, (I put up with it for 3 years, but enough was enough).

And now when I call support, they text me back from 60071, I can't reply as every text immediatly comes back "not delivered". 

Is there another phone number to contact EE on that I've missed?

[Chris_B]

@GeneHunt   You can call this number 0800 079 8586 for BB issues.    Have you tried resetting your router ?  There is a small hole on the side of it you just push a pin in it and hold it there for 30+ seconds and it’ll reset.  Also on your devices you can try forgetting the WiFi network so you have to set it up from scratch again.  

[GeneHunt]

@Chris_B  when I call that number and go through the options, they text me, and for some reason I can't reply, I tried the resetting but when nothing improved I gave up, I'm trying to force my smart hub  to use one of the other wireless options ( 5ghz I'm guessing) 

[GeneHunt]

@Chris_B I've set the smart hub to wireless option 2, it seems a lot faster on my iPhone now, so happy days for now,

but I still don't know why I can't reply or contact 60071, I'm with Sky mobile now but I've been told that shouldn't matter. 

[Mustrum]

@GeneHunt  A few of the MVNO suppliers use a cut down version of the mobile service and do not include such things as short code support. Reading some of the Sky support forum replies there are quite a few people having similar issues.

[bristolian]

I'm not entirely clear what the issue here is, but as far as EE mobile is concerned, there should be no difference in what services are available when using VoWiFi compared with VoLTE/mobile-service.

If you can send a text message to a shortcode over the mobile network, then WiFi-calling makes no difference.

[Mustrum]

@bristolian  The OP is not on the EE network, but with Sky Mobile which runs on O2.

Like Plusnet which works on the EE Network but does not support short codes, Sky Mobile appears to have some restrictions on short codes.

The Wifi issue has more to do with the Mode Choice on the router, the short code is a different issue.

[bristolian]

Thanks @Mustrum  - I missed that detail!!

As you say, MVNOs & shortcodes are not always a good combination!!

[GeneHunt]

@Mustrumthanks for clearing that up, (people were starting to speak in code, totally lost 😳) I think I’ve sorted the smart hub WiFi issue, but do you mean that I won’t be able to reply to EE when they text me? 

[bristolian]

If your mobile service is with Sky, you'll need to query your mobile issues - including text messaging - with them.

Their help forum is here