Call failure and apparently no EE service

[LubyLu]

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Good morning everyone. 
I hope someone can help as I can’t make or receive calls on my new phone. It worked for about 2 days then stopped. 
All I keep seeing on the website is the notice to call 150 for tech support but I can’t make calls so can’t get the support or fix the problem. I have tried removing and replacing the SIM, resetting network settings, switching airplane mode off and on, WiFi calling and yesterday used the network checker which said there were no issues in my area so I sent a message on that but was told I had to wait 48hrs for a response. 
After waiting 8 days just to get started on my phone then only being able to use it effectively for 2 days I am really frustrated. This has taken up time, money and caused so many problems for me. 
please can some just help me.

[bristolian]

If you've got a loss of coverage and have reported it on the status checker, that's absolutely the best course of action.

If you know any friends or relatives locally who also use EE - do they have similar issues, and if so have they also reported it? Loss of coverage would affect all users indiscriminately.

[Northerner]

Hi @LubyLu 

Is it an android phone as I note WiFi calling isn't working on my android devices this morning. iPhone is fine. 

Thanks 

[LubyLu]

Hi!

No, my phone is an iPhone.

I’m stumped.

Sent from my iPhone

[bristolian]

WiFi-calling's working fine on my Android today.

If you know any friends or relatives locally who also use EE - do they have similar issues, and if so have they also reported it? Loss of coverage would affect all users indiscriminately.

[LubyLu]

Thank you for your reply.

I don’t think it’s loss of coverage. The WiFi calling isn’t working at all either.

I’ve had two weeks of trouble with this phone and only two days of proper usage. I am so annoyed. I now have to take more time out to go to a store to resolve the issue.

I’ve been a loyal customer with EE and before that Orange since 1999. I have never had so much trouble. Bitterly disappointed.


Sent from my iPhone

[Northerner · Accepted solution]

Hi @LubyLu 

Download Skype and call EE CS on the number in my signature.

@bristolian WiFi calling is working now. Was definitely down. 

Thanks 

[bristolian]

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@LubyLu wrote:

I’ve had two weeks of trouble with this phone and only two days of proper usage. I am so annoyed. I now have to take more time out to go to a store to resolve the issue.

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I'm unsure what specific checks a store can make, but backup all your data and perform a full master reset - that will eliminate any software issues.

A 2way SIM-swap with a known working phone, will prove/eliminate a SIM issue.