19-10-2024 06:51 PM
Been in touch with EE about this but so far no resolution or problem ‘found’.
Whether my iPhone or my friend’s or my father’s, if Call Forwarding it set to forward all calls to the home phone, anyone calling said mobile number gets a busy signal.
Any other number forwarded to and calls get through so it is just my Digital Home Phone number - but this was working without issue while I was with BT and I did this all the time due to low signal issue in the house.
Does anyone else face this with EE? Or had this and knows what solves it?
Solved! See the answer below or view the solution in context.
15-11-2024 03:15 PM - edited 15-11-2024 03:17 PM
Just as an update to this, EE have concluded the complaint with the comments: it all checks out fine and the tech team say there are no problems. If you disagree you can always go to the Ombudsman.
I responded by sending in another complaint letter through the post, detailing everything all over again, including that particular person's lack of give-a-crap. Then went and acquired a BT Smart Hub 2.
Put it on my line today and immediately, the issue was solved, forwarded calls rang the phones.
Changed back to the Smart Hub Plus and they cancel out. So I have, to my own satisfaction, concluded it's the tossy software on the Smart Hub Plus — what a surprise — and I will leave it connected in case EE ever want to do some bug troubleshooting instead of ignoring, denying and passing off.
At least now I know where the problem lies so maybe a firmware update in the future will fix it, or maybe I will put the Smart Hub 2 back on for good… but now I don't have to rely on the apathy of their wonderful Executive Complaints to truly follow through with giving a bleep. 🙂
19-10-2024 07:46 PM
Have EE-CS checked a call trace to see where the point of failure is? They should have done. It may need a fault-case to be opened for further checks by non-CS staff, which frontline too often seem reluctant to do.
WiFi-calling may be another solution though, if poor indoor coverage is the reason.
19-10-2024 07:57 PM
Well, the 'originating' issue is a little more complex. I do use WiFi Call already, but the house appears to be in a semi-grey spot. EE reports, say, two bars of signal, and so half way through a call the WiFiCall mechanism drops, thinking here is more than enough signal — which is actually is not because the two bars are actually not very good bars. The call quickly degrades, speech is missing, the whole call sounds underwater. The only way that I can remedy this is to switch AirPlane Mode on, turning off the radios, and then selectively have WiFi on. The WiFiCall mechanism then does not drop as it has nothing to fall back onto, and the call is crystal clear. I have actually set Automations in Siri Shortcuts to make sure this happens when I connect to and leave my WiFi SSID. AirPlane Mode on with WiFi when connected to my home WiFi and AirPlane Mode off when that SSID is dropped.
However...
This causes its own issue whereby SMS/iMessages at times arrive late as the iPhone has put the WiFi into a low power sleep mode and so the phone effectively has no connection to the internet at all until I wake it up, and then the messages flood in. Minor issue but still annoying.
So at times, I have simply been forwarding the calls to my Home Phone and using that as a more stable centre for receiving calls. Works great, or at least it did. Then I moved to EE and apparently, it does not any longer — unbeknownst to me until today.
So, yes, I have raised a complaint with them about this and so I hope to get this resolved. But wondered if someone just tested this functionality, if theirs works fine, then it is defiantly a 'my number' issue. Rejecting all forwarded calls.
19-10-2024 08:32 PM - edited 19-10-2024 08:32 PM
@WillKirk wrote:
Well, the 'originating' issue is a little more complex. I do use WiFi Call already, but the house appears to be in a semi-grey spot. EE reports, say, two bars of signal....two bars are actually not very good bars.
"Not very good bars" is a new one! What are the RSRP, RSRQ & SNR values? That's the RF measurements of signal quality.
19-10-2024 08:41 PM
Well I wouldn't know about that. I can only tell you that they can't be very good bars if they show as being there, but the actual audio quality degrades fast and often. When I then look at my phone at that point I see WiFiCall has dropped off, and will only re-establish after the call has ended. 'Maybe' this is an iOS issue, but back when I was on O2 a few years back now, I never had that happen and WiFiCall would stay on throughout the call. So it's an EE/frequency issue and my guess is that their tolerance level is off for dropping WiFiCall and continuing solely on cellular signal alone. Just my experience and to be fair, only had this happen on my own property where I know there is a dip in signal quality due to the literal lay of the land.
19-10-2024 08:45 PM
I suspect the issue could be 2 or 3 sectors (subdivisions of a radio site) competing for dominance in your location, and multiple handovers resulting.
Android is a lot friendlier when it comes to diagnosing issues on the radio interface, but Apple FTM can be used if you are so inclined and have a bit of radio knowledge.
15-11-2024 03:15 PM - edited 15-11-2024 03:17 PM
Just as an update to this, EE have concluded the complaint with the comments: it all checks out fine and the tech team say there are no problems. If you disagree you can always go to the Ombudsman.
I responded by sending in another complaint letter through the post, detailing everything all over again, including that particular person's lack of give-a-crap. Then went and acquired a BT Smart Hub 2.
Put it on my line today and immediately, the issue was solved, forwarded calls rang the phones.
Changed back to the Smart Hub Plus and they cancel out. So I have, to my own satisfaction, concluded it's the tossy software on the Smart Hub Plus — what a surprise — and I will leave it connected in case EE ever want to do some bug troubleshooting instead of ignoring, denying and passing off.
At least now I know where the problem lies so maybe a firmware update in the future will fix it, or maybe I will put the Smart Hub 2 back on for good… but now I don't have to rely on the apathy of their wonderful Executive Complaints to truly follow through with giving a bleep. 🙂