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.

[archilad]

I’m experiencing this exact same issue. Have not been able to make or receive any calls in the last 3 days despite being on Wi-Fi and having Wi-Fi calling enabled. The issue has only occurred since Apple pushed out the 18.6 update and seems to be an EE carrier issue.

I live in a rural location and both myself and my wife rely on the use of our mobile phones. If we leave the house and move to a place with signal all works fine with no issue. We used to have some signal in the house, but this is no longer the case since the update. I have an iPhone 16 pro and my wife iPhone 15 pro with exact same issue. Are EE looking into this, I need a fix asap. 

Thanks,

Simon

[whyphonewhy]

Hi there, are you with Starlink too? I think it’s an issue that affects the connection between Starlink and EE for WiFi calling, which is why it’s so hard to convince either party to investigate. I’d definitely raise an issue with Starlink too — the more the better to get attention.

This has resolved for me after a week of lack of connectivity. I have no idea why it suddenly started working as I didn’t change anything but I suspect there is work behind the scenes and resolution happens as settings change region to region. You may have to hang in there for a few days. Good luck!

[archilad]

Hi @whyphonewhy ,

Many thanks for your response. Yes you are exactly right. We are on Starlink residential internet too, so our issue would seem to be identical. We know our neighbours next door also on Starlink and on EE mobile contracts are experiencing the exact same issue.

How do I get this issue escalated and resolved promptly, no one seems to want to take accountability but we are left without a working phone line currently as we do not have a landline phone. 

Any further assistance would be greatly appreciated. 

Kindest regards,

Simon

[Lesley_W]

Hi @archilad 

I appreciate it can be difficult to get in touch when you are having trouble with your service. If you'd like to make a complaint and can't call, there is also a webform option. You can see more about that here Make a Complaint.

Lesley

[archilad]

Thanks @Lesley_W ,

I’ve had two text messages from EE saying that there is no issue with the network in our area, it’s very frustrating. I may have to make the complaint via form now to try and resolve the issue as I can’t call EE from the house. I will also call them when out today away from home.

Many thanks,

Simon

[Christopher_G]

Thanks, @archilad.

Please keep us updated on what happens.

Chris

[archilad]

Hi @Christopher_G ,

I will do. Currently we are no further forward, I have contacted Starlink through the customer service support and they have been very good at communicating and are looking into any possible issue on their side. I think the really issue is something in the EE network configuration settings which is conflicting with Starlink satellite since the iOS 18.6 update. I’m trying to get EE to listen and have twice raised the issue to be told the signal is good in our area, which I’m sure it is but if the network is configured wrong either by the phone update from Apple and EE network settings are not talking the same language or somehow this update is conflicting with the Starlink settings then the carrier will not be able to provide a service. I can’t believe this has not been raised by many other people yet? 

[archilad]

So at 11:19pm this evening my phone has miraculous started making a receiving calls again as normal. Whoop whoop! My wife’s however, same network EE and linked to our Starlink internet still has no service. I can only conclude from this that EE have changed something in my phone settings to fix the fault and my wife’s phone is still affected. If Starlink would have made any change it would have applied to both devices. Looks like I’m going to have to contact EE about my wife’s phone now for the same patch / fix.

EE great job! Please help with my wife’s phone now please? 🙏 

[bristolian]

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@archilad wrote:

I can only conclude from this that EE have changed something in my phone settings to fix the fault

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Unfortunately not. The only phone setting that's relevant is to switch WiFi-calling off & on. That's not something EE can alter remotely.

[archilad]

We are not talking about the basic settings of switching WiFi calling on / off here as that has been done numerous times over the past 4 days along with multiple phone device reboots and router reboots. Nothing was able to resolve the no signal issue within the home whether on WiFi calling or using carrier service. It has to be a settings configuration issue that was conflicting following Apples iOS software update as this can be pinpointed to the source of when the problem first became apparent.