On calls no one can hear me and say I sound like a dalek, every day.

[Cookyweb]

Good afternoon,

I'm looking for some help please, every single call I make or receive the other person gets frustrated saying they cant hear me and I sound like a robot / dalek.

The call usually starts ok for the first minute or so then it happens. We end the call and start a new call, its fine again but happens at some point within the call and we end and try again.

I've done quite a lot because I am technical, so I've checked settings and reset the network, I've been on with support and they did lots of checks and confirmed all signals etc are ok.

I've been into an EE shop and had the sim card swapped, I've even now swapped back to my old phone and the problem still followed.

Its an Iphone, the only thing I havent tried is to reset and set the phone up from scratch rather than restoring, that is going to be such a big job I only want to do that as a last resort, not sure its worth a go or not?

Looking around this forum the amount of people saying the same is staggering, you clearly have an issue, most like the greedy directors making cut back somewhere but still cranking prices up.

I'm at the point now where i've lived with this for around a year and I'm done with paying for a service that isnt fit  for purpose, I need some answers and a fix or I want my 3 contracts cancelling, I'm paying for a phone that I can't make calls on meaning you're in breach of the contract.

I want this fixing or discounting or cancelling, can you tell me what are my next steps please?

Thank you.

[Cookyweb]

Good morning all,

This issue has been highlighted massively in the last week or so, last Monday I had an important telephone meeting with a Mortgage adviser twice during a 30 minute call she had to call me back and go through all the security checks again, it was embarrassing.

Every night during the week between 10pm to 11pm aprox we had to end our call and use Whatsapp as usual, yesterday I a had a support call about an unrelated issue with another company, the guy kept saying I can't hear you. 

Last night I popped a Three Sim card in my phone and spoke for an hour and a half without a single drop out, being honest it did sound a bit rough, like faint static but maybe thats just three, I dont get that with EE its crystal clear for the few minutes it actually works, but regardless it worked and there were no call backs needed and the other person could hear me.

This issue has been present in the 3 main rooms of the house, upstairs and down and at my parents house which is a 5 minute walk away in several rooms.

As mentioned the phone has been replaced, the sim card has been replaced, I've been on with support and tried several pointless things like setting it to a different network then setting back... silly suggestions like that but I've tried them all.

The only thing I havent done is reset my phone, but bearing in mind it was reset when i swapped back and forward to the other phone as a test then its been reset plenty of times.

Someone asked if I can still use data whilst on a phone call, i tried sending a whatsapp picture during a call and it worked fine.

I'm out of ideas and I'm now at a point where this is your issue, I'm happy to speak with people and try things but at the end of the day I'm paying for a phone that I can't make calls on so you need to lead with fixing this, not me, I've wasted hours on trying things, going into the EE shop, I'm losing patience. 

As far as I see there are 3 options, it either gets resolved, my monthly price gets discounted or my contract is cancelled because I'm paying a heavily hiked up profiteering price for something that doesnt work for it's intended purpose, a phone I can't make calls on.

Please advise next steps and my options.

[bristolian]

In one of my earlier replies I suggested collating timed examples of problematic calls - approx 3 or so over a 2-3 day period.

EE-CS should then use those as the basis for a fault case into network tech support - this has an INC reference.

That's your next step.

[Cookyweb]

I have been screen shotting my phone at times when it happens, 

12th April - 22:40
12 th April - 14:38
11th April - 22:45
8th April - 21:50
4th April - 10:20

Theres a few that can be checked, but to be honest its every single call, over the last few weeks, when it happens there is no choice but to hang up, so EE could look at any call they choose and the time the time call ends means its gone wrong.

Whilst this is being looked into can someone look into discounting my bill since I'm getting half of a service from you and have done for the last 12 months? 

[bristolian]

Unfortunately for you, this forum is not where you need to be providing the info. It's to CS on 150, who'll need to be following a (potentially very frustrating) escalation process involving a couple of CS bods to find someone willing & able to raise the INC.

The guys with INC access tend to call themselves "Level 2" or "technical" but they're within CS. It's the INC case that's your gateway into the Networks & Tech Support areas. I wish you luck.