Broadband & mobile phone

[Pauljumping58]

I have been with EE  for some months now, I  have experience numerous problems with broadband TV buffering not being able to watch programs. 

But the biggest problem above everything is my mobiles, when using a mobile at home the person receiving the call says the hear us clearly however at home I hear for 1-2seconds then loose 2-3seconds the I hear again this repeats till I hang up in frustration.  This only happens at home, elsewhere the phones are pretty good considering,  s24 ultra,  s24 + are the phones. I have spoken with various agents and I think if you read from my account you would find out more, I am so desperate now because  of the arguments my wife and myself are having over these issues. 

No one seems to be able to help, its so frustrating,  please someone must have had this happen, if I use Wi-Fi calling or not makes absolutely no difference . HELP!!!

[XRaySpeX]

@Pauljumping58 : This public user discussion forum can have no access to your specific account. You need to raise this with CS.

[bristolian · Accepted solution]

When a call-in-progress hands between WiFi-calling & network-calling (in simple terms), a momentary audio dropout is normal.

WiFi-calling is designed to operate in "mobile-preferred" mode where it only kicks in when mobile coverage is deemed insufficient, if you're on the edge of mobile coverage then you can sometimes find that frequent handovers between VoLTE/VoNR (network-calling) and VoWiFi (WiFi-calling) can occur. It may be that this is what you're experiencing.

Some Android phones have the option of toggling between "mobile-preferred" & "WiFi-preferred" which can help in this scenario, and if this is your issue, altering the option should both prove the issue and resolve it.

[Pauljumping58]

I have tried this, i was told by an ee agent to turn airplane mode on  then turn on Wi-Fi which would make the phone select Wi-Fi Calling,  however it did not work, i have also tried turning off Wi-Fi calling and that makes no difference either.  Away from my house the phones work okay so tell me what is causing the issue in my house? the only things there other than the phones are the router,  & 2  Wi-Fi  extenders. 

[Ali_A]

Hi @Pauljumping58 

It's seems peculiar that all phones at home have the same problem, a geographical issues could usually be confirmed by a change of connection (e.g. WIFI calling on/off). 
Do you face the same drop-outs if you test with VoLTE switched off? 
You can usually find the setting in Settings > Connections > Mobile Networks > VoLTE. 

How far out of your home do you need to go before you no longer experience the drop-outs- In the garden, next street, a few blocks away? 

Ali

[ee_user14]

A community star here thinks this issue is account-specific, and then the OP doesn't mention that certain things have already been tried.

If VoLTE is switched off, that will force calls onto 2G and also prevent handovers to or from WiFi.

[Pauljumping58]

EE forces VoLTE on by default

for all compatible 4G and 5G devices. Because EE has entirely switched off their old 3G network infrastructure, disabling VoLTE would mean your phone wouldn't be able to drop down to 3G to make voice calls anymore, resulting in no service at all. [1]

Hi Ali,

EE forces VoLTE on by default for all compatible 4G and 5G devices. Because EE has entirely switched off their old 3G network infrastructure, disabling VoLTE would mean your phone wouldn't be able to drop down to 3G to make voice calls anymore, resulting in no service at all.

is the above  not the case with EE I have looked on my s24 ultra but can see this toggle, I  only have to be far enough away from home for the drops not to happen, I guess out of range to my router.

I have contacted EE many times to try and cure this but I am still suffering. 

Paul

[Debbie_G]

Sorry to hear you're still experiencing this issue, @Pauljumping58.

The available network settings can vary by device and software version, so the VoLTE option may not appear in your phone's settings.

As the call dropouts only happen at home and you've already tried switching WiFi Calling on and off, I'd recommend getting back in touch with our technical support team so they can review the troubleshooting you've already completed and advise on the next steps.

Debbie

[bristolian]

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@Pauljumping58 wrote:

EE forces VoLTE on by default for all compatible 4G and 5G devices. Because EE has entirely switched off their old 3G network infrastructure, disabling VoLTE would mean your phone wouldn't be able to drop down to 3G to make voice calls anymore, resulting in no service at all.

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No, you'd have CSFB to 2G instead. Just as a non-4G/5G phone now uses 2G permanently.