EE to EE phone call issue

[tbones147]

Hi all, got a weird issue going on with my Mum's phone/ EE network. She has a Samsung s10+. If she phones say a Vodaphone network friend all is fine, and vice versa. But If I ( I'm also on EE same as her) phone my Mum EE to EE 90% of the time I can hear her but she cannot hear me. Her brother who phones her is on EE as well and also has a similar issue, sometimes only one can hear or neither can hear, sometimes it works.

Now I have since had to get myself a new phone as old one died on me and the same issues with connection to my Mum. Now I can phone my Mrs ( Also EE) all fine. My Mrs can phone my Mum (EE to EE) and it's 100 % fine. It is just between me and my Mum - we are both EE 90% of time it's this same issue where I can hear her but she cannot hear me. I've tried everything, restarted phones, reset networks on both phones, cleaned sims on both phones. Deleted contact and redone them on both phones.

Network check and they say it's all fine.  She does get poor reception at her house, but never had it like this - been like it for a month or so.

I think it all points to a network signal issue at my Mums, but it seems to only effect EE to EE calls. But saying that she comes round to mine (local)  to test between us and the same issues, sometimes works, mostly I can hear her, she cannot hear me. It's just totally bizarre.

I do not know what else to do, we have to do a what's app call ( that is fine). 

Help needed please

Tony

[Northerner]

Hi @tbones147 

Can you try over EE WiFi calling. 

Have you asked EE to refresh your line. 

Thanks 

[bristolian]

It may help to clarify what you're reporting. VoLTE & VoWiFi-based calls should all be using "HD+" audio for on-net calls between compatible phones, or "HD" when crossing network. Are you saying that there is a complete lack of incoming/outgoing audio on calls? Or that the audio quality is poor? The latter may suggest 2G is being used, this is easily tested by trying to use mobile data whilst on calls.

Total lack of incoming or outgoing audio can be reported for further investigation. "Calls" between users of an app are not handled by either your phone or the mobile network in the same way, but merely as data usage.

When a user is in a poor coverage location, are they using WiFi-calling or the mobile network? The audio quality should be the same, but there are some scenarios where momentary audio drop-outs can be expected. This should be momentary though, and not "complete loss of sound" as you appear to be alluding to.

[tbones147]

Thanks for replying.

No we cannot use WiFi calling as she has no internet at home. Just a very weird situation. She can phone any other network fine. Just when she calls me or her brother or we call her ( all 3 of us are on EE) - 90% of the time we can hear her but she cannot hear us.

Her reception there is very poor. I have EE  network here at my  house ( about a mile from her) I get between 25mb-75mb on the most part and upload speeds at between 7mb-12mb.

But when I get to her house my speeds are ranging of download speeds of 0.2mb - 12mb and uploads of 0.2 - 2mb.

So she definitely has issues with signal there, and always has. I just cannot get my head around why we are having calls issues with EE to EE connection, but to all other networks are fine.

I have to resort to using Whatsapp calling  her- which for the most part is ok. 

This has happened the last month or so.

I'm stumped.

[tbones147]

Hi, thanks for replying.

My Mum at her home has just the phone/data for internet. No home broadband. This last month or so when I phone her or she phones me ( we are both on EE) I can hear her, but she cannot hear me at all. Very randomly it will occasionally work. Lucky if it works 10% of the time.

This also happens when she calls or receives calls from her brother ( also EE).

When she calls to or receives from other networks everything works fine.

I have to resort to using WhatsApp calling to contact her - and it works fine for the most part.

The local network status is good (apparently) - I believe it is a network issue - but why does it only affect EE to EE calls.

I've reset network connections on her phone, I've removed me as a contact and re-added just in case some weird stuff of blocking going on.

Phoned her this morning and still the same, I phone, I can hear her clearly, she cannot hear me. 

Tested it with her at my house ( Good EE reception) - sometimes it works, sometimes it doesn't. 

My Mrs who is also on EE can phone my Mum and it works every time.

Really has got me stumped.

If I had more hair I would be pulling it out.

[bristolian]

FYI you have a short time after posting to edit, negating the need to post the same detail multiple times. The speed test results don't really prove much - I've seen similar results in excellent coverage areas when congestion has occurred, and better results in poor coverage areas.

I'd recommend following the fault reporting process here. The network status checker has an option to "report a problem" and one choice is "in-call audio issues" or similar - try this initially.

If problems persist, then start collating timed & dated examples of poor quality calls, for reporting to EE-CS. If you can collect perhaps 3-4 examples over a ~3 day period, than fault tickets can be raised for further checks.