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Re: My phone keeps cutting out when I’m on a call

Suerh45
Contributor
Contributor

‎22-09-2023 11:02 PM

Same with me.  It is so annoying!! Mine even cut out when ee customer service broadband were transferring me to mobile to complain about it.  I was listening to music and then bam, gone!!!

19 REPLIES 19
Suerh45
Contributor
Contributor
In response to Christopher_G

‎23-09-2023 12:14 PM

I am Chris. 

0 Helpful
Christopher_G
EE Community Support Team
In response to Suerh45

‎23-09-2023 12:35 PM

Ah, OK, @Suerh45. I don't see the WiFi symbol on your screenshot. Could you double check, just to make sure you're connected?

Chris

0 Helpful
Suerh45
Contributor
Contributor
In response to Christopher_G

‎23-09-2023 01:18 PM

Hi Chris

I have turned my data off and am replying to your message online so yes I am definitely connected.

0 Helpful
Christopher_G
EE Community Support Team
In response to Suerh45

‎23-09-2023 01:26 PM

OK, thanks @Suerh45 

It may be worth speaking to our technical support team so that we can check everything from our side for you.
Chris

0 Helpful
Suerh45
Contributor
Contributor
In response to Christopher_G

‎23-09-2023 01:30 PM

I did try yesterday but the phone call cut out whilst I was listening to music. And that was while I was seeing transferred by your customer service.  Do I just ring 150 to try again? And how do I describe the fact that I have no WiFi icon? 

0 Helpful
Christopher_G
EE Community Support Team
In response to Suerh45

‎23-09-2023 01:34 PM

Before you do that, @Suerh45, could you try completely forgetting your WiFi connection, then re-set it up from scratch please? I feel that, if we can get your WiFi calling to work fully, it will help your service going forward.

Chris

0 Helpful
Suerh45
Contributor
Contributor
In response to Christopher_G

‎23-09-2023 04:24 PM

Just tried that.  Forgot the 4G connection. Tried the 5G one.  Still didn't change top of the screen.  Forgot the 5G and tried 4G again.  Still the same. 

0 Helpful
Christopher_G
EE Community Support Team
In response to Suerh45

‎24-09-2023 08:54 AM

Thanks, @Suerh45 

I think we're at the point where you need to speak to our technical support team from another phone or pop into your nearest EE Store.

Chris

0 Helpful
Suerh45
Contributor
Contributor
In response to Christopher_G

‎24-09-2023 11:02 AM

Thanks Chris.

I have renewed my contract with EE. (I am wondering why now with all this going on but we will see.  But your customer service is good which is the main reason I have stayed so long with you).  I get a new full fibre line and modem on Wednesday, if my phone doesn't improve with that I will go into a shop, maybe I need a new sim card as mine is very old. 

Thanks for your help though. 

0 Helpful
Christopher_G
EE Community Support Team
In response to Suerh45

‎24-09-2023 11:11 AM

Hope it's all sorted for you soon, @Suerh45.

Let me know what happens please.

Chris

0 Helpful