Incoming Call Issues getting landline calls to mobile - Seeking Help

[EE1980]

Hello all,

I'm having a bit of trouble with incoming calls specifically from landline numbers on my EE PAYG mobile. When anyone calls me from a landline (I've tested this with my home landline and a neighbour's), their call rings once on their end and then they immediately get the engaged tone. Calls from mobiles seem to be working fine and I am able to call landlines from my mobile.

I've already tried the following troubleshooting steps:

• Restarting my phone.
• Checking the Call Barring settings (both on my phone and online in my EE account).
• Checking the Call Forwarding settings.
• Making sure my Block List isn't accidentally blocking anyone.
• Briefly turning Airplane Mode on and off.

I even visited an EE store in my local area and they tried to help, but unfortunately, they weren't able to diagnose the problem.

Is there anything else I can try? I'd be incredibly grateful for any guidance you can offer.

Thank you

[bristolian · Accepted solution]

I'm not surprised that the EE shop couldn't help.

Does it make any difference if the call is from a withheld number or not? You'll need to report "I can't receive calls from landlines" to EE-CS and they should follow their technical escalation process, which should ultimately result in CS agents either resolving the issue or raising a fault case into (non-customer-facing) tech support staff.

What should then happen, is that fault ticket results in call-traces being requested of the numbers whom have problems calling you - to identify where the failure is occurring. It will help if you can identify specific numbers or networks from whom you have problems, and specific timed examples of when an incoming call failed - perhaps 3-4 examples over the 2-3 days prior to you logging the fault.

If CS agents are unable to resolve the problem immediately, do not accept any suggestion of "contact the other network and report to them" as some agents may be tempted to do. This is incorrect process and will likely result in you going in circles. This presumes that the affected callers only have problems calling you, and not, for example, EE numbers in general - something else to rule out before calling in.

[EE1980]

Thank you @bristolian for taking the time to reply and help. I will get in contact with the EE CS team.

[Michael_D]

Please keep us posted with how you get on with them @EE1980 

Michael