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.

[bristolian]

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@archilad wrote:

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. 

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An IMS-config issue, if that's the fix, is something performed on the core network rather than device-level.

[archilad]

Yes exactly this, if EE were able to confirm if they had made any changes to the core network following my complaint then we could confirm that there was indeed a conflict and what was required to resolve the issue.

Would any change on the core network be global or can it be targeted to a location or a single device? 

Thanks,

Simon

[Leanne_T]

Morning @archilad 

Thanks for coming back to us. 

To check if we have made any changes or updates, please get in touch with our technical support guides, they can check the account and let you know. 

If we have made any changes or updates to your number, the guide will run some troubleshooting on your wife's number and see what is needed to get this sorted for her.

Let us know how you get on. 🙂

Leanne.

[archilad]

Thanks @Leanne_T ,

It’s very bizarre that everything was working great late last night on my phone from the house and this morning all has stopped again. Can no longer make or receive calls again from my device. 

People are calling me and it doesn’t even ring on my handset. Goes straight to voicemail and I will get a text message about 30mins later telling me I have a voicemail message. 

This is so frustrating and I am running out of patience. I can’t call EE customer service due to not being able to dial out.

Kindest regards,

Simon

[Leanne_T]

I understand how frustrating this must be for you and I am very sorry the service has stopped again this morning @archilad 

You can open a complaint using the Make a Complaint form and the team will get back to you once they have looked into the account. 

Leanne.

[archilad]

Thanks @Leanne_T ,

Just by way of an update, the phone is back working normally again and I think EE have been on the case to resolve.

They have found an issue with My Places: Home location and acknowledged a compatibility issue with Wi-Fi calling between Starlink router since an update and the EE network carrier. To exacerbate the issue there has also been a network issue simultaneously in our area. 

Im please to say my phone is now working correctly for making and receiving calls once again and I have just spoken to a lovely lady called Kelly from EE customer complaints who has updated me on the issue experienced. 

Fingers crossed everybody else facing this issue can get theirs resolved too.

Thanks,

Simon

[Leanne_T]

Hi @archilad 

Thank you very much for coming back and letting me know. 

I'm really glad this has been resolved for you and the phone service is working. 

If you need anything in future, please come back to the community anytime.  

Leanne.