No HD calling

[EAB25]

I've recently had an upgrade to a Samsung S25 and am having call quality issues

When I first got it I noticed it wasn't displaying HD on the call screen, so I phoned EE, they sent a network refresh, and it updated.

Then they cut me off, so I had to get another SIM.

This one isn't doing HD calls either, so I phoned EE again and they sent a network refresh again. The first call I'm sure I saw HD+ displayed on the call screen, but it has since gone away.

I have no option to select VoLTE in Network settings. I've gone into SIM manager and despite being absolutely CERTAIN the SIM is in tray 1 - I've taken it out and checked several times, it is displayed as SIM 2 in the SIM setting screen. 

Is the phone faulty, or is this another call to EE? Call quality remains substandard

[Northerner]

Hi @EAB25 

Is your call quality interrupted. 

Are you in a good network area. 

Thanks 

[Rach_H]

Hi @EABowden 

We want your new phone to be the very best quality, so I'm sorry to hear about the trouble you've had since returning yours.

Given the problems you've been having, it does sound likely that your new handset might be faulty. Are you able to visit an EE store, so the team can take a look in person?

Rach

[EAB25]

Calls aren't interrupted, they're just poor quality. I've got 3 bars here, but it was the same elsewhere or on WiFi calling

[Lesley_W]

Thanks for the extra info @EABowden 

It does sound like something that needs a deeper look. Our technical team will be able to run through some diagnostic steps to try and get this working as expected. If they find a fault, they can go through the next steps with you too.

Lesley

[bristolian]

The "HD" & "HD+" logos can sometimes be software-dependent, but the audio quality should be the same regardless.

The EVS codec, displayed as "HD+" is widely supported on on-net calls between most recent smartphones. AMR-WB, displayed as "HD", is fairly standard on cross-network and older phones.

If you're calling a landline or a 2G phone, you may sometimes fallback to AMR-NB codecs.

[EAB25]

I went into an EE store. The bloke didn't even know what HD calling was, let alone why it wasn't working

[EAB25]

A five minute call with these guys has solved the issue, by resetting the network settings in the phone. 

Now my girlfriend's voice is mellifluous again ♥️

[Debbie_G]

I'm happy to hear you got this sorted when calling through to our team @EAB25.

Thanks for coming back and letting us know 🙂

Debbie