EE don't support Motorola G9 plus, no 4G VoLTE calls

[DLRVS]

• After upgrading contract I was switched from BT to EE (Broadband and three mobile sims).  I thought it would be a seamless transition BUT I can no longer make voice calls on my Moto G9 plus.  It always worked perfectly on BT.  After much research and hours of calls I discovered that EE don't support my device brand/model.   Unlike BT there is no VoLTE for 4G, and as EE has ended 3G, no voice calls are possible.  Also, there are no options for WiFi calling.  I thought I was going to make a bit of a saving with this switch but it looks like I now have to buy a new phone!

[bristolian]

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@DLRVS wrote:

• there is no VoLTE for 4G, and as EE has ended 3G, no voice calls are possible

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In the absence of VoLTE support, EE will carry voice calls over 2G.

[Chris_B]

@DLRVS  That device is supported with band 1,3 and 7 on EE.  The only band your device doesn’t support is band 20.  It should work.  More so that fact that BT uses the EE network for their customers.     Have you tried THIS 

[DLRVS]

Hi Chris, thanks for that suggestion. No one at EE has suggested anything like that, but I will try  it. Fingers crossed 🤞.

[DLRVS]

Hi Chris, tried reset network as suggested but no change I'm afraid. I don't know what bands 1,3 and 7 mean. Is there a way to check it?  When I go to settings/ network&internet/sim cards, a message pops up saying I have 'disabled a required permission'. That's never appeared before... when I go to app info it takes me to Dual SIM settings, shows a 'force stop' triangle.  The list includes permission for phone.  Allowed=phone. Not allowed= call logs, contacts, physical activity... does this mean anything to you?  I'm just lost 🤷.

[bristolian]

4G is deployed across multiple frequency bands, EE use Bands 1, 3, 7 & 20. Band 20 relies on VoLTE support, the others work in tandem with 2G on Band 3.

There are Android apps that will identify your serving band, but it won't solve the lack of VoLTE. EE is one of the more tolerant networks for allowing VoLTE on independently sourced phones.

[DLRVS]

Hi Bristolian,  we can make a call if we leave the house and walk a way down the road, which EE said would likely be 2G.  We tried the EE sim card in someones Samsung S20 and we can make and receive quality voice calls, in the house, just as we did with BT, which was perfect.  As we are also moving broadband to EE we must now go 'Digital Voice' so in a power cut we would have no working phone to make a call.  We're a bit semi rural and even today there was a power cut in part of the village. I'm pretty disappointed.  Thanks for your reply 👍 

[bristolian]

Your reference to "quality voice calls" suggests the S20 is using HD voice, which is only available on the 4G network.

That your phone can get coverage a short distance away, and a VoLTE phone gets coverage indoors, suggests the only service indoors is on the "extended range" low-band 800Mhz service, this is Band 20. This specific 4G band relies on VoLTE in a way that Bands 1, 3 & 7 don't. Thus a non-VoLTE phone will not get coverage where the only service is B20.

This is the significant reason why 4G coverage exceeds that of 2G, and has done for many years.

[BillyBob83]

I have the exact same issue, my Moto G9 plus phone worked fine with BT mobile then forced to switch to EE. Now at home I struggle to make or receive calls and I see it switch from 4G to single G whenever I make or receive a call. There's no option for VoLTE in the settings with EE even though the phone supports it. I can make calls at work so I'm guessing the fallback network now things have been turned off just isn't good enough for me at home to get a reliable signal.

If EE can't or won't sort out their support for VoLTE on this device they should allow us to be released from our contract. We signed up on the premise that it would be a seamless transfer. Now my phone is pretty useless as a phone

[bristolian]

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@BillyBob83 wrote:

I can make calls at work so I'm guessing the fallback network now things have been turned off just isn't good enough for me at home to get a reliable signal.

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Non-VoLTE CS-fallback from 4G is to 2G1800Mhz. EE's network design should ensure that 2G fallback is always available from high-band 4G coverage.

Low-band 4G800Mhz is different, and intentionally should require a VoLTE phone/SIM combination precisely because this service can exist in solus.