Can't make or receive calls but can still text

[TrekVal]

Can't make or receive calls on my mobile but can still send and receive texts. Phone is ancient Doro 3G and  on advice from EE I am going to order a 4G replacement, but am puzzled because every call I try to make brings up message that I've dialled a wrong number - which I haven't. Also displays "Unable to connect" message. All calls in and out working fine on my landline (not EE). Calling my mobile number from another mobile or landline delivers the messag  "Sorry, this number is temporarily unavailable. You might like to try contacting them in a different way. " The signal strength on my mobile is fine. I also have a 4G smart phone which was my late husband's, I just kept it as a PAYG. It still has credit but is having the same problems.

I'm mystified by all this and wonder if anyone else has had similar experiences. Call handler from EE was generally very helpful but couldn't offer an explanation - perhaps  I need to try again for more technical advice. Any thoughts gratefully received.

[bristolian]

Any 3G phone now uses 2G permanently, that shouldn't be an issue. If you can send/receive texts, you have a working network connection.

The announcement on incoming calls, tends to suggest a phone that's unreachable and doesn't have voicemail active. What happens if you try calling voicemail on 222 or speed-dial 1?

If you're using a non-EE supplied phone, then the next recommended step should be to try to a 2way SIM-swap.

Put your non-working SIM in a known-working phone - what result?

Put a known-working SIM in your non-working phone - what result?

[TrekVal]

Thanks for this, I tried calling voicemail on 222 and this too brought the "you have dialled a wrong number" message. Can't try your other suggestion, alas, as neither of my mobiles currently working. I have a new 4G phone on order and EE sending a 4G sim so I'll see where that takes me. I appreciate you taking the time to post your reply anyway.

[bristolian]

There's no such thing as a "4G SIM" or any other "G" SIM - there's EE SIMs.

If you've ordered a replacement SIM, there's a distinct possibility your existing SIM has been deactivated.

[TrekVal]

OK, thanks. All a bit of a mystery to me. I get what you're saying about the SIM being deactivated, but (a) the problem started before I ordered a new SIM and om Monday 2nd Dec I was able to make and receive phone calls, and (b) I can still send and receive texts now. If the SIM had been deactivated that wouldn't be the case would it? Anyway I've now bought a new 4G phone and we'll see what happens when the SIM arrives from EE.

[Peter_W]

Thanks for the update on this one @TrekVal.

Please keep us posted on how you get with the 4G handset once this arrives, and if needs be we can take another look from there.

Peter

[TrekVal]

Thanks for this, Peter - I received my new phone via Amazon on Sunday but still awaiting arrival of SIM from EE, following my call on Friday 6th Dec. I had a text yesterday (Monday 9th) to say it had been dispatched. Meanwhile a friend trying to call my mobile yesterday got the message This number has not been recognised. He was calling from another mobile network, not EE. I don't know if this throws any light on what's going on or just muddies the waters yet further. Any thoughts on this?

[Peter_W]

Thanks for the update @TrekVal.

Is the new SIM that you're waiting on a replacement fr the same number, or is it a brand new SIM with a new number? 

How often did you use this existing SIM prior to noticing it wasn't working, too?

Is it one you use regularly, or is it just used occasionally and this is the first time you've noticed?

Peter

[TrekVal]

Hello again Peter - the new SIM is for the same number. It will be going in to a new phone (a 4G Doro 6820) so I will have to get the number ported, I think? Prior to the problem developing I used the phone all the time, more for texting than making or receiving phone calls, but did successfully make and receive calls on Monday 2nd December. This phone is a pay monthly. I also have my late husband's old Smart phone which I kept as a back up, this is a pay as you go, not used very often and I suspect it may have gone into hibernation. Are you able to look into my EE Account, because at the moment I don't seem to be able to do this either. Do you need to know the phone numbers in question? Sorry it's taken me a while to get back to you, I only check my email on a PC! Thanks in advance.

[Ali_A]

Hi @TrekVal 

I'm afraid we don't have account access here on the Community Forum, you'd need to give Customer Service a call who will be able to check if it's in hibernation, and reactivate it for you if so. 

In the mean time, are you able to try your existing Pay monthly SIM card in your new Doro phone? 

If you have requested a simple replacement SIM card, there will be no need to "port" you number over, as it will automatically transfer to the new SIM card when it's activated. 

Ali