Zoom phone calls blocked on EE network

[Mcraughwell]

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. 

[James_B]

Hi @Mcraughwell,

Is it possible to ask one of the users to test the app with a different SIM in their device?

Do the affected users have content lock switched on?

Could you ask Zoom support if their app supports IPv6 and CGNAT?

James

[Mcraughwell]

Works on the same phone with a Vodafone SIM! Not phone settings. 

[Schockwave]

@Mcraughwell , could you get them to check whether content lock is off? This can be done by them logging into their account either via the web or My EE App, if not, then they will have to ring customer service to get content lock switched off.

Content lock is account related, so if it has not been switched off, then that is what they will need to do.

[dickieibrd1974]

Same for me on my personal phone and also across our business. Works fine when I put a BT sim card in the same device.

[Leanne_T]

Hi @dickieibrd1974

Thanks for posting. 

Have you checked if you have content lock switched on?

Also, have you been in contact with Zoom support to check if their app supports IPv6 and CGNAT?

Thanks 🙂

Leanne. 

[Mcraughwell]

Yes i have checked with the users and they have content lock switched off

[Leanne_T]

Thanks @Mcraughwell

Have you also been in contact with Zoom support to check if their app supports IPv6 and CGNAT?

Leanne.

[Mcraughwell]

@Leanne_T  I have not had a reply from Zoom yet regarding that question. 

[Leanne_T]

No problem @Mcraughwell

Let us know when you hear back. 

Leanne.

[dickieibrd1974]

Thanks for getting back to me Leanne, I can confirm content lock is turned off.

I have been in touch with Zoom and their initial response was very poor after I supplied them with the usual logs etc. They said it was a carrier problem and not them.... Typical handing the problem over!

I have now escalated it with Zoom as we are a corporate customer and they have asked for more info which I have supplied. But so far still waiting.

I would like to hear from any EE customers that can use Zoom effectively at the moment as our corporate and personal devices are all affected.