Lack of service

[mummynun]

Hi there, 

Been an EE customer for years now but over the last 4-6 weeks im struggling to make calls (normal phone calls and also messenger/Whatsapp audio). My signal is dropping out all the time. Its really infuriating! I can hear the person on the end of the phone but they can't hear me or they can only hear very short bursts of the conversation. 

The phone is updated to latest Ios, not on mute and we have this whether its on speaker or not.

Any ideas I can try please as its pretty useless as a communication device right now.

Thank you x

[bristolian]

Use of internet-based apps is proof of a working internet-connection but not much else.

When you say your signal is dropping out, do you mean... Calls drop and your phone shows zero network coverage? Or that coverage is still displayed but calls drop? Or calls stay connected but there is a loss of audio? The 3 scenarios suggest slightly different issues.

Are the issues specific to one location or are they generalised? Can you use mobile data whilst on calls? This is a good indication of your phone using 4G-voice calling.

[mummynun]

Hi, 

Thank you for replying. Calls drop and the bars (coverage) drops down to one bar. When the call is still happening the bars get less and less until it stops. 

Messenger and Whatsapp calls are just very hit and miss and the call strength seems to go in and out. 

Not sure regarding using mobile data whilst on a call Im afraid.

It is in different locations but so many more than it ever was. I understand certain places have got rubbish signal but this seems to be pretty much everywhere I go now. 

Many thanks x

[Peter_W]

Thanks for taking the time to explain all of that for us @mummynun 😊

When you're making calls over the internet, do you ever connect to WiFi and if you do does the call quality improve?

If you haven't already, I'd recommend checking to make sure your phone is fully up to date as well.

Peter

[bristolian]

So the onscreen displayed coverage is fine, but varying constantly and appears to correlate with call drops. I wouldn't bet against your phone having a fault - do you know any other EE users, and do they have similar issues?

If you can test using mobile data on a call, it would confirm whether you're using 4G voice or if your phone is dropping to 2G for calls.