Unable to hear or be heard

[Arghhhhhhh]

I am having the same problem. It is pretty silly to ask us to call you when our 'phone isn't working, so why not have an email address? 

I dial a number, it rings and the other end picks up, I can't hear them and they can't hear me. My 'phone  then just hangs up. If I get a call, I answer it and neither of us can hear the other.

Help!!! 

[bristolian]

It's usually better to start your own post explaining your issues than add to someone else's with "me too" - also putting your email address on a public internet forum is an open invitation to spammers to start contacting you. Please edit that out ASAP unless the site admins beat you to it.

Are you able to use mobile data whilst on calls? If you're not sure, please try - this is a good test of your call being carried over 4G-voice-calling.

Is this problem happening in multiple locations, or just specific ones? And is it a recent problem? Are you able to log perhaps 3-4 examples of failed calls over 2-3 days and pass them to EE-CS for further investigations?

[Arghhhhhhh]

I don't know how to try that I'm afraid. This is happening in all places I have tried and it has only been happening today. If I do log failed calls etc, how do I pass that information to ee? There is no email address. 

[bristolian]

In order to test mobile data on a call, you need to try doing anything on your phone that is internet-based - whilst on a call.

So set a call up, call another of your phones, call voicemail, call an automated number, take your pick - when the call is answered try loading a web-page or using an app or suchlike. This is testing whether your call is being carried over 4G or 2G.

You would pass examples of failed calls to CS by calling them - be that from your phone or another one. Another good test, is whether calls you make over WiFi-calling are also affected.

If this has only been happening for one day, use the "check status" facility on  https://ee.co.uk/help/mobile-coverage-checker initially, this also includes a fault reporting facility.

[Arghhhhhhh]

Thanks. I will get my daughter to help me with that. I don't know how to make a call and go on the web at the same time.  

I checked status and that is excellent.

EE have called and the person doesn't seem to understand my problem. They have sent me a new iPhone, which I do not want and did not order!

I have asked them to send me an email so I can take it to the Post Office to return, but they just ignore that.

All I want is for them to sort out my problem. 

Glynn

[Lesley_W]

Hi @Arghhhhhhh 

I'm sorry you are having trouble with your phone and haven't been able to get to the bottom of it. Can I just check, the new phone they're sending, was this as an upgrade or a replacement due to a fault?

Thanks

Lesley

[Arghhhhhhh]

Neither. They just sent it.  I have received it and just want to send it back. 

They just seem to have no idea what they are doing. 

[Lesley_W]

That doesn't sound right @Arghhhhhhh 

Can you try texting RETURN to 150 and let me know if you get a response back?

Lesley

[XRaySpeX]

@Lesley_W : Can you text RETURN to 150 from any device or does it have to be from the device being rejected? If the former, how does it know which device is to be returned?

[Arghhhhhhh]

The phone I want to send back is brand new and I am obviously not going to set it up just to return it. 

Sent from Outlook for Android