Phone connection issues

[laurie101]

Hi, I have been having issues with calls for a few days now. It is either putting the phone straight down when the call is connected, or it is going quiet and skipping. I can't make any phone calls at all. I have updated the phone, turned it on and off again, checked apps, deleted caches, and all the other things google has told me to do. I can't contact EE by phone because it does it when I call them too. I've tried to sort this through their text service, but this hasn't worked at all, it is easily confused and keeps telling me to call. They say there is no connection issues in my area. But, there is something going on. I am up to date with my bill (I have noticed connection issues in the past if I'm a day late). Can anyone help? 

[Northerner]

Hi @laurie101 

• Does this issue occur in all areas or just at home. 
• Does this happen with all numbers.
• Are you on EE PAYG or pay monthly contract.
• What phone do you have.

Thanks 

[laurie101]

It happens in all areas.

With all numbers.

Pay monthly contract.

Samsung A54.

Thank you.

[bristolian]

Can you explain a little more what you mean by "going quiet and skipping"?

This does sound more like a device issue than a network one - when were you last able to make a call?

Do you know any friends or relatives who use EE, with whom you could compare service?

[laurie101]

It goes in and out of connection. So it's like the signal goes, but that's absolutely fine. Others in the house is fine.

[bristolian]

What do you mean by "it's like the signal goes", if the signal indicators are fine? I really do think this sounds like a phone fault.

Also what do you mean by "others in the house is fine"? Do you mean other EE phones? Other networks? Feel free to provide as much detail in your reply as may assist.

When were you last able to make a call? Do you know any friends or relatives who use EE, with whom you could compare service?

[laurie101]

I dont know how I can explain it. I'm talking, they can't hear me. They talk, its delayed. Then connection completely goes and the phone will go down. Sometimes when they answer a call from me the phone puts it down, vise versa if i get a call from them too. Everyone in my home who is on EE is fine apart from mine. 

[Ali_A]

Hi @laurie101 

Are you able to test your SIM card in one of the other phones in the house? 
At the same time it's worth testing their SIM card in your phone, too. 

That will help determine if its a SIM or device issue. 

Ali