HD calling to Three number only works one way

[whiskerp]

Hi, I am testing calls between EE and a new Three number. I can call from Three to other providers including EE and the call is in HD (AMR-WB).

I can call from Vodafone to the Three number and it is also in HD (AMR-WB) however when I call from the EE number to the Three number the call reverts to non-HD. All my other calls from my EE phone to UK numbers are either HD (AMR-WB) or if EE->EE then in HD+ (EVS).

So why in EE -> Three reverting to  non-HD (AMR-NB 8k) ???

[Jon_K]

Hi @whiskerp.

Does this happen with all EE numbers or just the one number?

If you call EE to one of the other numbers does it work?

Jon

[whiskerp]

I've tried it from two different EE numbers and three different phones. Three -> EE works normally and is in HD in all cases.

EE -> Three reverts to horrible low quality SD audio.

I have tried Vodafone -> Three and it is in HD as expected.

I tried to raise a call with EE and they said to raise it with Three who will tell me to raise it with EE. This is utterly unhelpful, so I am hoping that maybe @Leanne_T or one of the other admins can pass this onto someone who will really know the answer?

Peter

HD+ = EVS
HD=AMR-WB
SD=AMR-NB

[Christopher_G]

Hi @whiskerp

Could you give us some information on which phone devices you're using for your tests please?

Chris

[whiskerp]

Samsung Galaxy S20, Samsung Galaxy S9 and iPhone 7 (i've tried them in all configurations on EE, Vodafone and Three and it's only the EE -> Three calls which are AMR-NB) - it's irrelevant which phone the SIMs are in at the time - it's only EE -> Three which is the problem.

[Christopher_G]

Thanks @whiskerp

I'm looking into this at the moment to see if I can get an explanation. I'll post back here when I get a reply.

Thanks 🙂

Chris

[kieran1]

Is there any update on this, I have the same issue

[whiskerp]

No. They seemed totally incompetent and hadn't a clue how to diagnose the problem. In the end I ported the number to a Vodafone MVNO and it fixed the issue. Three's 4G speeds were a joke too.

[Christopher_G]

How is it that you know it isn't HD, @kieran1 and @whiskerp?

Is it just by ear or is there an indicator on the screen?

Chris

[kieran1]

It’s both, the quality is really bad and no HD symbol on the call