Impossible to make/receive calls since 2006! - should I just give up?

[Shmev]

Should I just give up with EE / being able to make a call from home?

I've lived in my home since 2006, which is a small 3 bed semi - the phone and internet signal outside of the home is very poor/ almost non existent. Postcode is LE9 2DJ - which is a large village about 5 miles from Leicester city centre.

I believe I have tried virtually everything over the years and recently.

The phone signal breaks up/ missed calls/ sounds like a dalek.

We have EE fibre broadband (we are only 200meters from telephone exchange). We have three mobile phones in the house - 1. my work phone - Samsung A32 5G, 2. My partner and my phone - Samsung S20Plus 5G. All of them are on EE network.

This is a list of just some of the things we've tried:

Made sure all phones are upto date, replaced sim cards for new.

Moved EE router several times to various locations

Replaced EE router to the new Smart EE router, AND installed three of the booster disks.

We've had the line to the house tested several times - no issues found.

We've tried resetting all routers and phones.

We've changed many settings on all phones with the advise from EE technical.

We've been put through to endless amounts of 'EE technical' staff with no resolve (we generally get passed from "its a broadband issue - its a mobile phone issue")

Just as an example - I have just received a call on my work phone - they could not hear me as they said my voice kept breaking up. So they called again from another phone, but still had same issue, and then they called again from yet another phone and still had same issue. I tried walking around the house but it did not improve - I was literally stood 4ft away from the router and still could not hear.

Note: there seems to be no issues with my internet, only ever phone calls.

Please can someone resolve???

[Shmev]

Thank you, but I have already done that several times too  ........ I just seem to be going round in circles ?

[Leanne_T]

I'm sorry we have no account access to get this looked into for you as this will need investigating by the broadband team @Shmev

Leanne. 

[Shmev]

I've phoned your broadband team, explained it to him - and he's just told me it's not a broadband issue and he's putting me through to EE mobile ?!?

Do you see my problem? - I just keep getting sent from Broadband to Mobile to Broadband to Mobile etc etc etc - it never gets resolved?

[Leanne_T]

What did our tech gurus say when you have been transferred? @Shmev

Leanne.

[Shmev]

They said the usual thing of - we'll check the connection / there maybe work going on in your area (although if I'm connected via Wi-Fi only I don't see how a mast would effect signal).

But to be honest I've been told all of those things before many times over the years.

He openly admitted there's nothing he can do.

I wouldn';t but it's almost the year 2023, they put a man on the moon over 50years ago and I still can't make/ receive a phone call

[Leanne_T]

Thanks @Shmev

Are they going to get this looked into and get back to you? 

Leanne.

[Shmev]

No, they were unable to help me any further 

[Leanne_T]

I have sent you a private message on here for some details @Shmev

Leanne.

[bristolian]

I've now had a chance to look at this example a little closer - I must stress I'm not EE staff and this doesn't replace your fault-finding with them.

EE operate 4G across different frequency bands, the location you've cited has limited service on EE's primary bands which is unlikely to provide reliable service indoors - but the low-band 800Mhz "extended range" service is good here. This will need a VoLTE/4G-calling device/SIM combination to function.

All that said, if you have poor service and a working WiFi-connection, then WiFi-calling should be reliable. You've mentioned that you can use WiFi-calling in other indoor locations OK, everything here therefore points at something specific with your router/broadband connection.

[Shmev]

Hi, thanks for your message.

And yes I agree it does point towards router/ broadband - the problem is when I go through to EE broadband they ask if there is any Wi-Fi drop for any other devices and internet. When I say no it's just issue with the mobile calls, they then just pass me back through to the mobile EE department ........ and my journey starts again- round and round.

I have also tried separating the bands 2.4 and 5GHZ etc of devices and phone - but made no difference.

Also tried all the VoLTE/4G etc - all made no difference.

The EE mobile just came up with the usual "they maybe doing some maintenance on the mast in your area" .......... this has been an on-going excuse for over a decade........ I must admit I don't understand how a mast can effect my mobile phone signal when I'm using Wi-Fi calling?