Phone calls not connecting

[Severnside]

New to EE. Transfer/PAC all done. Phone working for wifi calls and texts (both using wifi & mobile) but cannot make phone calls - they immediately drop without connecting. Mobile strength not great but OK.

I have tried switching on/off, resetting, ejecting & re-inserting SIM, turning wifi off etc (e.g. every suggestion internet has thrown up).

Please don't tell  me to call 150 - as I've said, calls will not connect 🙂  - tried texting 150 but brings me back to here/home page which only advises calling 150 (endless circle!). No, I don't have a landline.

Anyone know how resolve without using a friends phone or driving miles to a shop to find a human being 🙂 ?

[Leanne_T]

Hi @Severnside 

Thanks for coming to the community. 

Have you tried restarting your router and reconnecting to the WiFi to see if you can make a call using WiFi Calling? 

Leanne.

[Severnside]

Hi Leanne,

as I said in my post, WIFI calls are not the problem - these are working just fine. Its the 'normal' mobile calls that wont connect.

[Leanne_T]

I see, thanks @Severnside 

Is this happening in more than one area? 

Leanne.

[Severnside]

Yes.

When I look in in phone settings, sim card status I see the following:

Network: EE / Mobile network state: disconnected / Service state: In service / Signal strength: -110dBm 30 asu

[Leanne_T]

Thanks @Severnside 

If you can make calls when connected to WiFi Calling, please call us in 150 and our tech guides will get this looked into for you. 

Leanne.

[Severnside]

I can make calls via Whatsapp using wifi - is this what you mean?

[Severnside]

because the 150 long number is not recognized by whatsapp - how else do you recommend I do this?

[Leanne_T]

Hi @Severnside 

You should be able to make calls using your phone app if WiFi Calling is active and working. 

If 150 does not connect can you try calling 07953 966 150 from your phone app. 

Leanne. 

[bristolian]

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@Severnside wrote:

I can make calls via Whatsapp using wifi - is this what you mean?

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WiFi-calling & app-based calls are two completely different technologies.

Apps such as WhatsApp, Messenger etc merely use your phone's internet connection and manage all their activity within their own ecosystem. The mobile network or WiFi-internet connection you're using, just sees a data session and treats it accordingly.

WiFi-calling is where you make & receive calls & texts using your phones normal dialler or messaging app, and that includes calls to & from landlines. These are charged to your bill as normal usage, without any regard for whether you used WiFi or mobile service, as the radio connectivity.

If you are able to use WiFi-calling, this is still connectivity to EE's central network and thus mobile-based calls should also work. If your previous references were to app-usage, all this proves is that your phone has a working internet connection - which could be over WiFi.