Complaint

[Andy_Pandy69]

Im in Notts,partners in Leicester & my Sisters in Eastbourne & 3 other Friends/Familys up & down the country &  we all have the exact same stupid Gurgling,Darlek & cutting off everytime & each of us make a call?,PATHETIC ee Network & we are using Samsung S23 Ultra,S24 Ultra & iphones,so its nothing to do with Phones or settings,how can so many of us can have this issue,problem?-should never have switched from O2,Vodafone,all our 6 contracts will be cancelled with ee soon & yes,we have all called,spent hour after hour on the phone with ee tech & regardless of having the WiFi calling being on or off,it's much the same & they STILL CAN'T SORR IT FOR ANY OF US?-so much for being the "best network provider"?...i,we don't think so...

[Mod edit: Title added]

[Peter_W · Accepted solution]

Welcome to the Community, @Andy_Pandy69.

Thanks for taking the time to share your experience here, too.

If absolutely every call is affected in this way, regardless of location, then that would usually point away from this being a network issue, especially if you've noticed the same over WiFi. 

It does seem strange that multiple devices and SIMs would be affected in the same way too - it's worth checking to see if all calls are affected, or just ones to certain numbers.

You've definitely done the right thing in reporting this to our technical team, as whilst it will seem like there are quite a few checks and tests, it's the best way we can narrow down the root cause of the issues, and can then advise of  your options from there.

Peter

[bristolian]

Did you provide the CS bod with timed & dated examples of calls with poor audio? That should provide the basis for a fault case to be raised into offline support teams.

I agree that, purely on the basis of the description in your post, I'd be minded toward this being a device issue rather than a network one. Aside from multiple phones being affected, what have you done to rule this out?

One point, that it's a bit hard to work out from your understandable frustration - you mention this happens regardless of whether WiFi-calling is enabled or not... does this happen when using WiFi-calling as well as the mobile network? Having WiFi-calling on does not automatically mean your phone will use it - unless there is a need to, due to poor coverage.

If you are on a call in fringe coverage, and the call is swapping between VoWiFi & VoLTE/VoNR, this is a scenario when I've experienced similar issues myself. Which goes full-circle to the timed & dated examples.

[Schockwave]

@Andy_Pandy69 , I am in Eastbourne and have no such problem, can make and receive calls with no difficulty, not sure why you are all having this problem. My sister is also with EE in Hampshire and has not problem, I have not heard anyone, who is with EE here in Eastbourne area having this problem, have been with EE, previously Orange, for over 30 years, so not sure why you are all having this problem.