Zoom phone calls blocked on EE network

Mcraughwell · ‎06-07-2022

We have been rolling out Zoom phone in our organisation and a few users have complained about the zoom calls having no speech. We have tested on every other network successfully but cannot get this to work on the EE network using either Apple or Android handsets.

We performed some testing with Zoom and even though the call setup is successful they’ve confirmed they cannot see any voice traffic on their SBCs from EE network.

Can EE please investigate why this is happening and why traffic is being blocked from these app.

Chris_B · ‎07-07-2022

@Mcraughwell Is it a few users like you say or all users because you are using the EE network ?

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Mcraughwell · ‎07-07-2022

I have identified this with at least 4 EE customers out of a pilot group of 120 users in our organisation and Zoom have also identified this in their testing. I cannot confirm this is the entire network but does look that way.

Schockwave · ‎07-07-2022

@Mcraughwell , if you need EE customer service to investigate this, you will have to ring them, as this is a public forum, where customers will try and help and some staff, but as for more technical problems, you may need to ring them, if no-one can come up with a solution.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

Mcraughwell · ‎07-07-2022

@Schockwave Thanks for your reply but as I have said in a previous chat I am not a customer.

I have asked the 4 customers with EE contracts to raise the issue but was looking for a wider response to seeing if others were having this issue.

bristolian · ‎07-07-2022

I'd have expected there to be many posts on here if there was a widespread problem with popular video calling apps on the EE network.

Are those 4 users in a similar geographical area? If you have 120 users on this trial, I would expect there to be more than 4 on EE - which makes me suspect there's something else at play here.

Mcraughwell · ‎07-07-2022

This is not an issue with video-conferencing in the app but with Zoom Phone. They may seem similar but are completely different.

This may not be known as not all users use the Zoom Phone (BYOC) as it is an additional product available in the last 12 months in the UK

All the users that reported it were in Greater London!

Rebounds89 · ‎07-07-2022

I've also got this problem and I'm in the London area will work fine on WIFI but the moment I try to use zoom phone on Mobile data with EE it's not allowing me to make/take the call.

James_B · ‎08-07-2022

Hi @Mcraughwell and @Rebounds89,

Our technical support team will be happy to look into this issue if you get in touch.

Thanks

James

Mcraughwell · ‎08-07-2022

Thanks, @James_B, We have tried that.

Obviously there is nothing more Zoom can do because once the phone is put on the EE Network traffic stops. This is not an app configuration issue as it is working on other networks for the same app and this is not an Apple issue as the same behaviour is replicated on Android!

I will happily contact customer services with our findings but as i am not a customer they will not speak to me.