Cannot make calls after network update

[whyphonewhy]

Hi, I have two separate phones on EE, but on different accounts (one is my own, one is my employer's). I received network updates OTA recently, but I've now found that I cannot make outgoing calls on either phone (there's just silence when I try to call) and any incoming calls are going to voicemail.

I'm on iPhone iOS version 18.6 and one is a iPhone 12 mini, the other is iPhone 13. Wifi calling is enabled on both devices (as I live in the country and don't have mobile signal at home). I can see that on my devices "About" it says Network: No Available.

My partner has an iPhone too, same iOS version, and he's on O2 and has that setting enabled to say Network: o2 so it looks like an EE problem.

any idea what is going on? It's a big issue for me: I have cancer and have already missed some calls from my oncologist! I can't easily make it into a shop to get this diagnosed and obviously can't call EE.

[whyphonewhy]

Also, I reset my network settings and rebooted phone. Still not working. I moved to an area of network coverage (signal) and my phones picked up the network and behaved as expected (I can make calls with them, although I'm still not receiving calls when I use one to call the other). The Network provider field in the About page on iOS settings said "EE".

As soon as I moved back out of coverage, ability to make calls stopped. That is, WiFi calling is failing on iOS 18.6 on both my phones with EE. Does that narrow down where the problem lies and hopefully offer me a chance of a solution?

[Leanne_T]

Hi @whyphonewhy 

Thanks for coming to the community. 

I'm sorry you have no EE signal at the moment, and appreciate how important having service is for you whilst expecting calls from your oncologist. 

If this is the same on multiple EE devices, could  you enter your postcode into the Service Status Checker does this show any reported problems for the area? 

Can you make and receive calls using WiFi Calling? 

Speak to you soon. 

Leanne.

[whyphonewhy]

Thanks! Here’s my coverage 

 WiFi calling is enabled on both devices (and used to work) but in the last few days it no longer works to make or receive calls. My devices updated to iOS18.6 and I wonder if it’s that, but my partners phone is that version and he can make WiFi calls (he’s with O2) so I wonder if it’s Ee network settings? I reset them but still not working? Can I get new settings for 18.6 pushed to my phone? I can’t call 150 to request.

[Chris_B]

@whyphonewhy  On the page where you checked the signal coverage status scroll down a bit and click the check status tab.   This will show if there’s a known issue in your area.    You can also report an issue on that page.    

[whyphonewhy]

 I have tried repeatedly to report an issue….and cannot call you for obvious reasons. 

[Leanne_T]

Hi there @whyphonewhy 

The software updates are sent by Apple and not sent by EE. Could you try resetting your router and connecting to WiFi again on the iPhone to see if you can connect and use WiFi Calling? 

If you're unable to report the signal issue, you would need to get in touch from any other phone and the team can fully check everything for you to see what could be causing this and help you further. 

Leanne.

[whyphonewhy]

Thank you. I know the updates are from Apple, but there are cellular carrier provisioning updates sent to my phone from EE, right? For the network settings?

So, from what I can tell online, a number of people with iOS phones have lost WiFi calling since 18.5 or 18.6 updates to iPhone. It seems to affect some carriers more than others but generally it seems to be that they've changed something and the carrier settings are no longer working for WiFi calling. Now presumably there could be a fix from EE to revise the carrier settings so they DO work with iOS 18.6? Like a change to the DNS server or opening a particular port. I kinda am technical enough to suspect that, although Apple may have broken this, it's not going to get fixed by them (why should it? some carriers still seem to be working) and instead needs investigation at the EE side.

Please can you raise a ticket if you don't have one already open to ask your tech team to look into WiFi calling provisioning settings for iOS post 18.5?

[EmmaT81]

I’m no help to you unfortunately but I’ve come here with exactly the same problem but just with an iPhone 16 pro! 
It’s previously worked brilliant but suddenly nothing?

Also tried troubleshooting!

[Leanne_T]

Hi @whyphonewhy 

Thanks for coming back to me. 

I am sorry we have no account access on the community to look into a network update or open a ticket. If you can get in touch from any other phone, the team can run full troubleshooting and if needed raise a support ticket to the relevant team for investigation. 

Thanks. 

Leanne.