Signal on new contract

[Hawks89]

I got a brand new contract with EE as apparently have best signal with them. However I can only talk to people on WiFi calling as my phone completely cuts out or I sound like a robot or it is completely silent as if it hasn't connected . With WiFi calling it is also cutting out but not all the time. Signal checker says I have great signal and my phone shows bars of signal? Can anyone offer any guidance? Coming up to my 14 day cancellation so need to make a decision asap.

[Jon_K]

Thanks for coming to the community, @Hawks89.

Are you able to try your SIM in another phone and make a few calls?

This would help to determine if the issue is with the SIM/Network or with the phone itself.

Jon

[Hawks89]

Hi Jon. I have tried this morning . It is the signal as the same thing happened with my sim in another phone. My phone is saying I have full signal and signal checker says no problems. This has happened for 10 days now, what should I do?

[Jon_K]

Thanks for trying this, @Hawks89.

This would indicate either a problem with your SIM, or a network issue.

The first thing to try would be to get a replacement SIM card to see if this makes a difference. I know you mentioned that your cooling-off period end soon, so the quickest way to get a replacement would be in your local EE Store. 

Are you able to give this a go?

Jon

[Hawks89]

I could get to a store tomorrow afternoon. Would they just have one there for me?

[Jon_K]

That's great, @Hawks89.

Yes, they'll be able to replace your SIM for you.

Jon

[bristolian]

Does your phone have an option for selecting network modes within the connection settings?

Is this problem happening only in one specific location, or multiple areas?

[Hawks89]

Interestingly I switched my calling to WiFi calling while in the house. But even that is cutting out every now and again and endiglng calls. It's not just in one place

[bristolian]

Does your phone show WiFi-calling active when calls drop? Are you using Android or iOS - some Android phones allow you to choose between "mobile preferred" & "WiFi-preferred" which can also mitigate issues such as this.

[Hawks89]

I'm on Android. The Google pixel 6a. I put it to WiFi calling because the calls were rubbish signal. On WiFi the calls are sometimes dropping too. Today it happened twice