Calls go direct to EE voicemail

Don010 · ‎03-10-2025

Have had ASDA pay-as-you-go for several years. Using a Moto g53 handset (bought new two years ago). All calls (except for those via WhatsApp) now go direct to EE voicemail, even when the service is turned off. I then see a text message to say that I've missed a call. If a message has been left, I'm unable to access it. I understand that Asda migrated from EE to Vodafone. Took my mobile to tech shop, thinking it was a fault. They said definitely a network issue. ASDA customer service unable to resolve. Any bright ideas please?

Ali_A · ‎04-10-2025

Hi @Don010

As your service is through ASDA Mobile, you'd need to contact their Technical Support Team who will be able to look into your account and investigate why all your calls are routing to voicemail.
You can also try turning voicemail on and back off by visiting ASDA MOBILE | Voicemail

EE Customer Service will have no access to your ASDA Mobile account.

Ali

View solution in original post

XRaySpeX · ‎03-10-2025

Text VM OFF to 150.Otherwise take it up with Asda.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Ali_A · ‎04-10-2025

Hi @Don010

As your service is through ASDA Mobile, you'd need to contact their Technical Support Team who will be able to look into your account and investigate why all your calls are routing to voicemail.
You can also try turning voicemail on and back off by visiting ASDA MOBILE | Voicemail

EE Customer Service will have no access to your ASDA Mobile account.

Ali

bristolian · ‎04-10-2025

@Don010 wrote:
Have had ASDA pay-as-you-go for several years.... All calls (except for those via WhatsApp) now go direct to EE voicemail, even when the service is turned off. I then see a text message to say that I've missed a call....ASDA customer service unable to resolve. Any bright ideas please?

WhatsApp is an internet-app, usage of it is treated by both your phone and the mobile network as data usage. You can only communicate to other app users over it, which is fundamentally different to network-calls.

It wouldn't be a surprise, if you had an ex-EE phone, for the call divert settings to still be set for EE voicemail. But receiving the text message is unusual... In any case, you're an Asda Mobile customer and it is they who are responsible for service issues you have.

It's no great surprise that they're stumped for ideas, unfortunately for yourself. This is one problem with budget MVNO providers when problems are unusual or don't fit their script.