Phone only receiving the odd call

[chrisrick1]

I have been advised that when people try to ring my phone they cannot get through. My phone has not rung, they don't get the opportunity to leave a message, and when I have checked this from our office landline there is no response. Strangely though I did receive a new phone call this morning from a colleague on an O2 mobile phone. When I checked the line by calling back on a landline and asked a colleague to call me, the call failed immediately. I can make outbound calls, and I have received a call via WhatsApp this morning. I have restarted my phone, but this has not made any difference.

I recently moved from Mobile & Data sim to a sim only contract. The timing of the issue does seem to coincide.

Does any one have any ideas on what the problem might be or further troubleshooting.

[chrisrick1]

I have now managed to identify that the issue only occurs when the caller is on EE or calling from a landline.

[Christopher_G]

Hi @chrisrick1 

Welcome to the community.

It's strange that this is only happening with EE numbers and landlines. I recommend speaking to our technical support team so they can check your account from our end.

Chris

[chrisrick1]

It is very strange but it has been mirrored in the telephone activity I have experienced this morning. Even stranger is the fact that when I call 150 it says the service is not available, yet my colleague can get through dialling 150.

[Christopher_G]

Could you try restarting your phone, then redialling please, @chrisrick1?

Chris

[bristolian]

To add, "calls" made over apps such as WhatsApp, Messenger or suchlike are treated by your phone & telecoms networks as data traffic, not voice calls - so all this proves is that your phone has a working internet connection.

It may also be worthwhile setting and then cancelling an unconditional "divert all calls" using your phone's menus - this may give the necessary refresh without the need to call CS.

[chrisrick1]

I have completed a SIM swap with another EE phone and this confirmed that it wasn't a problem with the phone. Having contacted EE tech support they have advised that it is some sort of profile error which occurred when my contract was changed to a SIM only deal.

Whilst I am still experiencing the issue i believe this is being investigated.

Thanks for the help from the community members.

[Leanne_T]

Thanks for coming back and letting us know @chrisrick1 

I hope this is sorted soon for you 🙂

Leanne. 

[chrisrick1 · Accepted solution]

Someone has worked their magic behind the scenes and my phone is now working. Yeah.

Thanks again for everybody's help/comments.

[Leanne_T]

Great news @chrisrick1 

Thanks for the update 🙂

Have a lovely day. 

Leanne.