iPhone keeps stalling, calls disconnecting

[NA23]

Hi All

I am having issues with my iPhone:

1. A random blue circle appears at the bottom of my screen and then my phone freezes. This is happening (all the time) so I’m unable to use my phone.

I am not sure of the blue circle feature of as it might be to do with voice recognition or safari or it could be Siri as I have not used it before but it just pops up all the time now. 

2. My incoming and outgoing calls keep getting disconnected when I answer them.

3. I am unable to make work calls or speak with my family and friend so it’s impacting me on a personal and professional level. Especially when I am working from home.

Please can you help? I have already googled this and taken all the necessary steps that involve resting my iPhone settings, deleting apps in the background etc and nothing has worked.

[Chris_B]

@NA23  back up your device uding iCloud backup or a PC using iTunes.  Then you want to go to settings>general>reset>erase all content and settings.   

you then can restore your device from your back up you then you need to test your device once it’s restored. 

 It sounds like your device is corrupt. 

[NA23]

Hi Chris

I have reset all my contents and settings  and restored everything on my phone.

I even blocked Siri from appearing on my phone via settings but I now get the voice control message pop up instead and my phone freezes as it keeps disconnected like it did previously and I can’t answer or make work phone calls which is impacting me. 

I have tried everything that’s been suggested on this forum.  What’s the solution to this problem please? 

thanks 

[mikeliuk]

Has it been checked if the phone is faulty on its own with the SIM removed, both connected and disconnected from WiFi?

If safe to do so without data loss, would it be worth checking if the phone is faulty after a reset but before restoring data?

Was anything recently installed that could be removed? Is there any lag or overheating that suggest background processing or something stuck in a tight loop?

[NA23]

Please can this be escalated further to management? 

I have tried the above suggestions and the issues got worse after trying them. I have had the issues for a while now and have been open to all suggestions on this forums but nothings worked. I simply can’t go on like this. 

I am on a monthly contact for a phone that I can’t use other than texting (barely). It freezes when texting few characters and you can imagine how long it takes me to type on here. 

I can’t go on like this as my phone is significantly deteriorating.  The calls now disconnect after couple of seconds from all my family and friends and regarding my work calls I can’t keep apologising to my boss and my clients for missing and cutting off calls it looks really unprofessional on my part as I’m still working from home. 

Please can you confirm if there is an option of where you can provide me with an alternative phone whilst I send this off for repairs to you. 

I would be grateful if you can reply back urgently. 

Thanks 

[mikeliuk]

From a quick search online, it seems there are a number of ways to escalate and one of them involves speaking to a Team Leader or Manager.

It may be worth considering the best strategy as provided in the below link.

My personal recommendation would be to nail down the blame by various tests such as trying your SIM in an Android phone, or trying another SIM in the phones where you see the faulty behaviour.

If there is no time for debugging, from a practical perspective it may be necessary to circumvent the issue entirely by an alternative method of communication (switch both service provider and phone, or use an online method of communication).

https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-pr...

[NA23]

Thank you so much for the prompt response. 

I can’t initiate to speak to a manager or a leader as my phone doesn’t allow me to keep the connection. And I’d rather they see what’s going on in this thread. 

I would like EE help me fix this issue by senior management contacting me directly on this platform.  

Apologies for the stern request, I wouldn’t ask for it if I wasn’t in dire need. 

Thanks in advance. 

[XRaySpeX]

Be as stern as you like, no one will contact you from here. No progress on it will be reported from EE here. This isn't CS but a user discussion forum which can have no access to your specific account. You need to query this with CS.

[wardi]

NA23.. you mentioned voice control - is this the effect where whatever button you press on the home screen a voice tells you what you have just pressed?  If so let me know as I had this symptom on an android phone and I know how to switch it off - shouldn't be much different on an iPhone. 

[NA23]

Hi Wardi, 

Yes I think so!

Please let me know how to turn off the voice control on my phone. 

I would really appreciate it. 

[wardi]

@NA23.. just to emphasise this isn't normally a fault, it is something which is accidentally activated within the device.  OK, voice control is designed for blind and partially sighted people, each  button/command needs to be pressed 2/3 times to make anything work.  This is how I removed it on a Samsung Galaxy phone.

1.  Place TWO fingers at the top of your screen and gently pull down to reveal your notifications.  Voice control will be listed there if it is indeed the problem.

2. Tap on the voice control line to confirm (the voice will speak) then quickly double tap the same line.  If this doesn't work at first just double tap again.  This should take you to the settings page where you will see voice control is turned on.

3. Repeat as above, tap that line once to confirm and then double tap which will turn voice control off.  I did get an additional box just to confirm that I did wish to turn it off, again double tap it.

That's it.  If any of your actions do not complete don't worry - just try again.  Good luck!