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

shanetac1 · ‎22-09-2025

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

Ali_A · ‎23-09-2025

Hi @shanetac1

You'll have WIFI calling already activated on your account, but the technical team will be able to reset the service.
If it doesn't work they'll raise a ticket for detailed investigation into getting the it working for you.
I'd recommend calling from a different phone when you contact Customer Service.

In the mean time, have a look at Check or change your address | Business Help | EE on how to update your details using self-serve options.

Ali

shanetac1 · ‎23-09-2025

I used the chat help on EE business again to try and see if they could raise a ticket. Again they couldnt do anything. They gave me the number 0800 079 0108. I drove over to the next big town over so I could make a call. On dialling that number it went straight to playing some low quality dance music. Not the music was low quality the sound quality of the music. Was not very professional. Nothing stated I had called EE or was in a queue. I hung up and dialled 150 instead. I am guessing it is actually the same number though as I ended up on hold with the same low quality dance music. I am guessing that just skips all the options having to be selected to reach technical support.
I waited on hold for about 20mins, it was close to 6pm though so I guess they closed as I was then told by the pre recorded message "Our offices are now shut but guess what you can get help on line till 8pm. "
If only you could. I have been trying that route for days 😂😁

I tried my old phone and it cannot get WIFI calling either. I also remember now trying WIFI calling in Tesco on their WIFI as I cannot get any signal inside that store and it did not work in there either.

bristolian · ‎23-09-2025

@shanetac1 wrote:
I used the chat help on EE business again to try and see if they could raise a ticket. Again they couldnt do anything.

I'd be asking them why not. There's a process to follow before a single-user-fault is raised, but if CS aren't willing to offer a solution when you report a service issue, I'd be querying with them why not!