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. 

[Kevin-1965]

I checked the vpn but there’s no profile there it just asks me to set one up but I have no idea what to do there. 

[James_B]

Thanks for checking @Kevin-1965 

If you go to Settings > General > About, are you offered a carrier update?

James

[Kevin-1965]

My iPhone 12 has the latest update. 

I have been out to a bigger town that has a better service regarding signal and still no 4g calling so the issue is with EE not my phone. The problem with EE is I can't access phone settings as they are not available so I can not change them where other networks the are available. Only thing I can change is 4g, 5g auto and 5g on but obviously 5g isn't available on pay as you go at the moment. If 4g calling wasn't available on pay as you go then I'd except it but it states it is available so I expect to have it. Thanks for your help but if the technical team can't help then can't see any one else being able to help. 

[Kevin-1965]

I will phone EE up one more time for them to switch my WiFi/4g calling on as I believe the problem is at there end after all how hard is it for them to turn it on. If I'm entitled to something then I want it as it states it's available on pay as you go. I don't want to have to leave them but will if I have to. 

Three has both 4g and 5g calling in my area only thing I don't like about three is no data rollover and O2 and Vodafone are both bad in the area. 

[James_B]

Hi @Kevin-1965,

Did you go to Settings > General > About to see if a carrier update was available? (This is different to your iOS software updates)

If no updates are offered, I'd recommend backing up your phone and completing a factory reset.

James

[Kevin-1965]

Thanks James I will try a factory reset or maybe reload the software through iTunes. 

[James_B]

No problem @Kevin-1965 

Please let us know how you get on.

James

[Kevin-1965]

Hi James 

I did a factory reset and it made no difference then I then reloaded the software via iTunes and that didn’t work either. Even though the website says that 4g calling is available on pay as you go maybe it’s not available only way to find out I’ll pick up a EE aim in the morning and see if it shows on that sim. Thanks for getting in touch. 

[Leanne_T]

Hi @Kevin-1965 

Thanks for trying this. 

Please let us know if another SIM card works for you. 

Leanne.

[Kevin-1965]

Hi Leanne. 
well I picked up another sim and no surprising it worked it stayed on 4g when I phoned 150 then I put my other sim in and phoned 150 it dropped to 3G so the issue is with my SIM card not the phone or network. So if EE can transfer my number to the new SIM card then hopefully it will be sorted.