Calls dropping sound
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29-08-2023 02:00 PM
I am constantly on calls and the sound keeps dropping out for 15-20 seconds, if i keep talknig the other person can still hear me but i cna hear nothing then after 15-20 seconds sound comes back. It is very frustrating and a number of people have hung up because they do not believe i am stil lon the call even though as soon as I think the sound has dropped I talk constantly to try to assure them that I am still there. Iphone 13 is update ot date with software but I am thinking this must be a n EE network issue?
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29-08-2023 02:54 PM - edited 29-08-2023 02:54 PM
Hi @AndrewN2
Are you using WiFi calling or the EE network (or reverse). You encounter this problem if you're on EE wifi calling and your IPhone picks up a mobile network signal. The handover on iphones is broken, but this is Apple fault.
I havent found a solution yet.
Thanks
To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype
EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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29-08-2023 03:40 PM
I have Iwifi calling switched on but would not actively choose to use wifi calling and have had issues when driving in the car
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29-08-2023 04:03 PM
I've experienced these symptoms myself - if the audio dropout is momentary then a handover is the likely cause.
If it's longer, sounds like yours is, there's something else causing it. Check that VoLTE/4G-calling is displayed when the audio drops, then use the "report a problem" link on the website coverage tool under "check status"
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30-08-2023 01:05 PM
Hi @AndrewN2
Having the same issue with Wi-Fi calling here this week too.
There is no hand-off to the 4G network as using flight-mode with Wi-Fi on only.
Audio quality is very poor. Issue has presented itself on two separate iPhones in two separate households using their own respective broadband connections (one BT and one Sky)
Have had to either ensure that Wi-Fi calling is off (disabling Wi-Fi) or switch to another method of calling e.g FaceTime.
Keeps happening, think this is the 3rd or 4th time in about 6 months or more.
It eventually goes back to normal after several weeks. Very frustrating when you are paying for the service.

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