Call Quality

[SueK67]

I’m new to EE and I’m struggling with the quality of the phone calls. Everyone says I sound like a robot. I have to make all my calls over WhatsApp which is not easy for work calls. The quality is not great out of the house either but particularly bad in my house: 

[Christopher_G]

Hi @SueK67 

Welcome to the community.

How long have you had this problem for? Have you checked the status of the network in your area? You can do that on our coverage checker.

Chris

[SueK67]

Hi. It’s been like it since I joined you about 4 week’s ago. I have 5G and the coverage in my area is showing as good outside and variable inside. WhatsApp calls and texts are fine it’s actual phone calls that are the problem. 

[Christopher_G]

Does it seems to occur both when you're connected to WiFi and the mobile network, or one or the other?
Chris

[SueK67]

Hi. It’s the same on both. WhatsApp call is the only clear way to make a call. Phone call is better if WiFi is turned off and I use 5G but the phone call still fades in and out and is crackly. 

[Christopher_G]

OK, thanks @SueK67 

I would suggest speaking to our Technical Support team so they can look into why this is happening for you.

Chris

[SueK67]

Thank you. 

[bristolian]

You're correct to identify that app-based "calls" are not handled by either your phone or the mobile network as calls - but are data traffic. It does however, prove your phone's speaker & microphone are functioning.

Does your phone display the VoLTE/4G-calling symbol when you have garbled audio on calls?

If your phone has an option to alter the network mode - can you either disable 4G, or enable 2G/3G and see if the problem persists?