No reception, wifi calling does not work and can't call in

[shanetac1]

Hi guys,

New to the forum so hi everyone 👋🏻. 

Have moved to an area with absolutely awful reception. Neither of our business lines connect.
Did not think this would matter because of WIFI calling but it does not work at all, just get a no mobile network error.
It is enabled and set as the preferred method to make calls.
Cannot make a single call out though. Barely get text messages.  All my work calls just go straight through to voicemail.
The ironic thing is the only way it appears to contact EE is to call in.  Went into the EE shop. Showed them WIFI call settings were all on, they said yep all looks good.  Call in.
I could call in from outside the area but then could not test if it is working where I need it to be working.
I switched my phone to only 4g  and below only and no difference.  An older S20FE we have in the house can manage to make a call here and there but it often disconnects.  After managing to call in once or twice, we are still always disconnected mid call and the steps they ask me to try are steps I have already tried, like resetting the network settings.  Removing the sim.  Switching Airplane mode on and off.  When the call drops they try to call me back but obviously we have no reception so goes through to voicemail and thats that done. They state that will call back but no idea if they have or haven't tried. They mentioned when I did get through that there is an issue with WIFI calling that they were working on but we literally have bricks for phones right now.

Tried the WhatsApp which has the worst chat bot ever. Was restarting for no reason after selecting from its pre-set options.
Finally got off the chatbot, spoke to a human and the answer was call in.

Does anyone in here have any idea please of anything else I can try and anyway to actually speak to someone at EE without having to call in, which is obviously not possible when your issue is about not having the ability to make/receive calls?
cheers,

Shane

[bristolian]

Not sure what WhatsApp service you've been using to get help, because EE don't use it. Equally your test of removing the SIM won't do anything - the basis of WiFi-calling is that your phone connects to EE's central network in the same way as if you were using the mobile network... thus a SIM is needed.

From your description, I suspect you're not using WiFi-calling, but are still using (what is evidently poor) network coverage. Has the service ever worked for you in the past? Are you able to use a WiFi connection for other internet-based functions?

[shanetac1]

Replied twice and both times my reply has been wiped out.  Have not been made aware of anything in my comments that crossed any guidelines and no mention of why my replies have been removed? I just went and looked at the guidelines to see if posting links (EE links) and numbers (EE numbers) would cause an issue but do not see any mention.

The guidelines could do with being more visible as  I had to go digging to find them.
Thought they would be visible in forum FAQ but all i could find was a mention in community role and it would be beneficial if the text was hyperlinked so it took you straight to them.

[shanetac1]

Going to try again without the link and number
There is a WhatsApp number on EE Business.
Go to business ee site and look under help and my ee. 

 If you need further help use Live chat by clicking the 'Help' button on this page or you can WhatsApp us on

The Bert-EE ai chat bot wasn't very good it just took me in circles till I finally spoke to someone so they need a better RAG really as in it's current state it isnt very useful.

The suggestion of taking out the sim was from the EE rep. I said to them it would do nothing but I will do it anyway as I know they just have a script they follow so just wanted to get through all their tests so they could hopefully escalate it.  Then the call dropped again on the phone I was using (not my phone) so didn't even matter.  They just start again every time you call in.  I didnt bother trying again after the 2nd time.

Never used WIFI calling. Not sure what difference that makes though as it should work anyway right?    I had decent reception in our old area.  WIFI calling is switched on, on all the devices I have tried. 
Read some legacy customers on Orange had issues awhile back with WIFI calling but that is not the case for me.
The rep on the phone when I briefly got through told me there was currently an issue with WIFI calling they were working on.  No idea how accurate that is and have seen nothing online about there being an issue.  

[bristolian]

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@shanetac1 wrote:

Never used WIFI calling. Not sure what difference that makes though as it should work anyway right?    I had decent reception in our old area.  WIFI calling is switched on, on all the devices I have tried. 

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Indeed WiFi-caling should "just work", it would be useful in your case to test whether your phone connects to the service on other WiFi-routers or if just yours is affected.

Ordinarily, WiFi-calling only kicks in when mobile coverage goes below a certain level. But you can test this on other routers by enabling flight mode (thus disabling mobile coverage) then activating WiFi manually.

Are you a business or consumer customer? That may make a difference with the support/WA methods.

[Northerner]

Hi @shanetac1 

Is your WiFi connected to a VPN or are certain ports blocked. 

Are you sure the service isn't connecting or just not seeing the icon on your phone. You say you're connected at home but get disconnected, is this WiFi call or mobile network.

Thanks 

[Ali_A]

Hi @shanetac1 

There are a few things worth checking - 
Are all devices in the household struggling with WIFI calling service? If it's only 1 device at home, please call Customer Service who can refresh your connection for that device. 

If all devices are affected, are you able to browse the internet without problem while you're mobile phones are connected to your WiFi router at home?

How long have you had your Broadband Service installed in your new home? Please switch your Home Broadband router off for 5 minutes and back on again. 

On the Samsung you should be able to click on the Phone app (as though you're going to make a call) > 3 dots top right hand corner > settings > Click on the words "WiFi calling" it should open a new menu > change "calling preference" to WiFi Preferred  - This will force your device to use WIFI calling even if you have mobile signal available. 
You can then also test the WIFI calling in other places that you are able to connect to the WIFI to. 

On a side point- If you haven't done so already, please ensure your new address is updated on your mobile account. 

Please keep us updated with how you get on. 

Ali

[shanetac1]

Thanks again for the reply.  Yep business customer.  I had tried the airplane mode trick. Good shout on the router but I do not think it is router related as I tried at a local pub and couldnt get it to work then either.  All of our devices are Samsung so unless it is a Samsung specific issue?
Using a physical sim not an E-Sim.  I do have another old Samsung phone I could try it on but don't think it will make any difference.  I connected to my VPN to see if that made a difference as well and it did not.  I have also disabled the firewall on the router and have switched it out and tried another one as well.

[shanetac1]

Thanks for the reply Northerner. Port blocking is usually asymmetrical so I am doubtful it has anything to do with ports. I have tried on my VPN as well and still does not work.     I don't think I have ever had wifi calling working and I turned it on as soon as I set my phone up last year. Didn't need it then though as reception was good.

[shanetac1]

Thanks Ali.  The router has been power cycled multiple times.  I just set up up a MESH to increase the speed in my office on the weekend. Already have WIFI calling on.  I took it into the EE store so they could confirm I did not need to have anything enabled on the EE side of things and they double checked my phones setup.  Have refreshed the network settings.  

I do need to update my address though along with about 100 other services so thanks for the reminder 😁