4g calling

[Kevin-1965]

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Hi. I recently moved my mobile number to EE and I am using a iPhone 12. I should be getting 4g calling but when I make a phone call it drops to 3g. In the settings when I try and turn it on the message comes up to contact EE to switch it on. Why when it should be switched on by default. Thanks if you can help me. 

[bristolian]

Are you on PAYG or pay-monthly?

Are you using the same phone as on your previous network - and if so, which network have you ported in from?

Which setting have you tried toggling?

[Kevin-1965]

Hi thanks for replying. 

I'm on PAYG and I ported from Vodafone which was a dreadful service. I'm thinking whether or not to factory reset my iPhone to see if that would work but wondering if it can be remotely switched on by EE. 

[Katie_B]

Hello @Kevin-1965. 

Thanks for getting back to us. 

Does this happen in all locations?

When was your number port completed?

Katie

[Kevin-1965]

Thanks for your reply Katie. 

I ported my number to EE on the 7th of February. And it drops to 3g where ever I am. 

I also have a Motorola and no 4g calling on that phone either. I also have a three sim card I use in that phone and that shows as 4g calling. I switched it to my iPhone and get both 5g and 4g calling with that so I think it's an issue with EE maybe they need to switch my 4g calling on there end. 

Kevin 

[Katie_B]

Thanks for getting back to us @Kevin-1965. 

Please give us a call on 150 and our technical care team will be able to take a further look into this. 

Katie

[Kevin-1965]

Having phoned 150 and spoke to someone there who put me through to someone technical the problem hasn't been sorted out. The problem to me is at EE's end not mine. My phone clearly says to get WiFi calling on this account contact EE so something needs to be turned on on my account which can only be done by EE. Both the lady I spoke to and the technical guy at first said 4g calling isn't available on pay as you go and I know it is as it states on the pay as you go page.  I feel i'm being fobbed off. The 4g signal is perfect where I live so I want to call with 4g as 3g drops calls so it either gets sorted out or I'll be porting my number again when the month is up. 

[James_B]

Hi @Kevin-1965,

If you open Settings > General > VPN and device management, is there a saved profile from your old network?

James

[Chris_B]

@James_B   I see where you’re going with that lol but that only stops data from working but it’s worth a try.  

[James_B]

Just wanted to rule out it affecting the 4G Calling service as well @Chris_B 🙂