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!

shanetac1 · ‎29-09-2025

So I did try that, they said they would open a complaint but no idea what that even means as I have no where to see what is happening?? I was receiving texts from EE with updates they had apparently been making so went through the restart process etc. Did not make any changes on my own network but I drove over to a store and tried on their WIFI and WIFI calling now works. I think EE must be blocking my ISP. I do have a static IP now but that did not make a difference. I just purchased a Three PAYG sim card and stuck a fiver on it to test and that works no issue for WIFI calling on my network.

Katie_B · ‎29-09-2025

Hi @shanetac1

Thanks for coming back here.

I am sorry to hear this has still not been resolved.

When was the last time you spoke with our customer care team?

Did the agent provide you with an explanation as to why a ticket could not be raised in this case?

Speak soon,

Katie

shanetac1 · ‎29-09-2025

Hi Kate,

So last time I actual spoke with technical support was last week. I drove into town. At the end he said he could not figure out why it did not work and to speak with my ISP. I spoke with them, they said they would not be blocking anything. So today I went and bought a THREE Sim card, topped it up with £5 and confirmed WIFI calling works at my location with THREE.
On the online chat I had last week they said they had opened a ticket so I assume that is why I started getting text messages about things being updated but the online chat is just service requests they said and they cannot do anything else.