Please help urgent. Phone keeps dropping out and nobody can hear me

[Jennywren4]

Please help Sunday I received a text to say there was problems in the area and yesterday another saying taking longer than expected to fix. Iv been without my phone now for days. Nobody can hear me when they call me & when I try to call them it drops out after 20 seconds so I cannot call EE as it continually drops out. Iv been on the service checker and it says there’s a problem in my area and when I click on to check the problem it just says this page is broken. I don’t know what to do. My daughter is very ill and we may have to call an ambulance and we cannot as my husband is also with EE & the same problems. We cannot call anyone to help. 

[bristolian]

If there is a recognised network outage in your area, then normal service may not be resumed until that fault is rectified. Anytime you have indoor coverage issues for whatever reason, you can use WiFi-calling to continue using your phone as normal without needing mobile service.

Otherwise, if continual 100% 24/7/365 connectivity is life-critical, you should consider having a backup - either a PAYG phone from another network, or a landline.

[Leanne_T]

Hi there @Jennywren4 

I am very sorry we're experiencing service problems in your area and understand how important having signal is especially when your daughter is poorly. 

Our engineers will be working to get the mast on-air as quickly as possible and once we have more information you will receive an update to let you know. 

Are you able to use WiFi Calling at home? If you both have a compatible device and WiFi you can make calls and send texts using WiFi Calling.

Our Using WiFi Calling page has full details on how to get set up.

Leanne.

[Jennywren4]

Thankyou so much. I have WIFI calling enabled on my phone (it’s iphone) and went onto WiFi calling and it’s enabled but it’s still dropping out.   

[bristolian]

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@Jennywren4 wrote:

I have WIFI calling enabled on my phone (it’s iphone) and went onto WiFi calling and it’s enabled but it’s still dropping out.   

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WiFi-calling is designed to only kick in when mobile coverage is insufficient or zero, and I did suspect this might be the case in your scenario - there is a network signal, but there is a dropped call issue.

You should therefore enable flight mode to disable all mobile coverage, then enable WiFi manually. This should force all calls over WiFi, at the expense of needing to manually re-enable mobile coverage when you leave your home.