Problem with WiFi calling with EE mobile and EE Full Fibre broadband and WiFi 7

[h8ten]

Glad I stumbled across this.  Since my full fibre was installed last October, I've had people calling me or me calling them having a great deal of trouble hearing me.  As well as my mobile (Android on 1p Mobile) it also affects the digital landline.  Looks like I will be calling tomorrow to try and get a resolution.

[bristolian]

---

@h8ten wrote:

As well as my mobile (Android on 1p Mobile) 

---

Be sure to bear in mind that EE are providing your broadband connection and not your mobile service. 1p-Mobile are your point of contact there.

[h8ten]

@bristolian Thanks for the reply.  I had gone down the route of even finding out where I could have my phone fixed, and it is to a local EE store that Google had directed me to.  Calls using the mobile network (EE for 1p Mobile) seem to work fine, but I've also had calls on my digital landline where the sound quality of my voice at the other end was very poor, and in some cases, I could not be heard.

[Peter_W]

Hey there @h8ten.

Welcome to the Community!

I've moved your posts over to a new thread so we can be sure that the details you're getting are all relevant to you. 

It's tough for us to say for sure around WiFi calling as this is another provider, but it's worth checking to see if this works over other WiFi routers.

When it comes to your Digital Landline, is this issue constant or intermittent?

Also do you notice any issues with the regular internet connection, or do things usually work as they should do?

Peter

[h8ten]

Thanks @Peter_W ,. No problem with it being moved. I had hoped the original poster might have come back with an update on how their issue was resolved. 

The poor voice quality on my mobile phone using Wi-Fi affects both incoming and outgoing calls.  But yesterday I received a call on the digital landline, and it was chronic; the other person could hardly hear me.  The caller called me back on the landline using their mobile, and it was just as bad.  I switched off Wi-Fi calling on my mobile, and they called again and it was fine. 

My internet connection has been no better than pre-fibre recently although Speedtest says it is, and this was also going to be part of my call to Technical Support. 

Some equipment attached to the network can also lose connection and need reconnecting.  If I come back home my mobile might not connect to the router, saying the password is incorrect, re-entering the password may not work and I need to reboot the phone and then it usually connects, this is even when I scan the password to add it to the connection so it is not a case of me mistyping it.  

I didn't realise that it would be 1p Mobile to contact for Wi-Fi calling, so I will raise a query with them

[Peter_W · Accepted solution]

Thanks @h8ten.

If you're noticing general issues around connectivity, then there's a fair chance that this could be what's impacting the WiFi Calling and Digital Landline. 

If you're planning to report this to our technical team, this is definitely a good first port of call.

I would recommend using our fault checker by sending us a text with HELP to 66033. 

We'll guide you through some troubleshooting, run a test on your line, and if needs be we can get an engineer appointment booked, or a call back from our team for extra support.

Peter