Please help! Can't make or receive calls but can still text.

[Sandra131]

I have a very basic Alcatel 2020 Mobile Phone which I have a EE SIM in since 2021 on a pay as you go contract. In the past week I cannot make or receive any calls, I can still send & receive text messages. I have tried putting my SIM in another newer phone and have the exact same situation.  I cannot call 150 to speak to EE and don't know what else to try. EE are still collecting my direct debit and my account shows no messages. I don't think replacing my phone will make any difference, if the SIM didn't work in the other phone?

[XRaySpeX]

& what does it say about your allowances? C'mon let's see the response in full. Copy & paste it.

[Sandra131]

I can't copy and paste - I do not have a smart phone, it's an Alcatel mobile. I am on a pc talking to you in this chat room. It says Your current charges to go on your next bill are 74p this excludes line rental. 

[XRaySpeX]

Ah, that's much clearer. It confirms you are on contract, not PAYG. There no reason you can't make or receive calls on contract from your monthly allowance. You'll need to raise this with CS.

[Sandra131]

Ok thank you for your time anyway. 

[Leanne_T]

Hi there @Sandra131 

Thanks for coming to the community. 

What happens when you try and make a call?

Also, when someone calls you, do they hear an error message or does the call go to voicemail? 

Thanks 🙂

Leanne. 

[Sandra131]

Hi Leanne, thank you for your reply. When I try and make a call it says immediately you have dialled an incorrect number. And when someone tries to call me, it doesn't do anything, just cuts off.  As I said previously I put my SIM in another phone and had the same. Text is working fine. Any thoughts? 

[Leanne_T · Accepted solution]

Thanks for the quick reply @Sandra131 

If the call issue you are having follows the Sim card we would need to get this looked into for you. If you can call us from any other phone on 07953 966 150 the team will get this investigated to see why you are unable to make and receive calls. 

Let me know how you get on. 

Leanne. 

[Sandra131]

Thank you

[Leanne_T]

No problem @Sandra131 

Hope you get sorted soon 🙂

Leanne.