Problems reconnecting to ee network when abroad

[Gordon250]

I'm abroad and been using a local SIM2, tried to switch back to my EE SIM1 and it seems to connect to the network ok with data and text working but I cannot make any voice calls on the mobile. Is there a settings change required?  I have removed the second SIM and restarted the phone. All settings seem OK for roaming.

[Peter_W]

Thanks for the update here @Gordon250.

I'm disappointed to hear that our level 2 team weren't able to help you identify the root cause of this issue. 

Usually issues will be flagged with them when it's not possible to resolve something at the front line, and faults raised with them will often need offline investigation. 

There are a range of variables that could be influencing things here, but if they're confident things look good at our end, it can be tough to investigate once you've returned.

Peter

[bristolian]

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@Gordon250 wrote:

But then perhaps providers feel that with WiFi call feature working users would not purchase minutes and they would make no money, I can't see any other reason??

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WiFi-calling has never been intended as a means to avoid call charges, EE's online material explicitly states that calls & texts are charged exactly the same way regardless of whether mobile coverage or WiFi is used.

You are still using EE's core network to route calls when using VoWiFi - it's just the radio access method differs. If this were not so, handover between VoLTE/VoNR & VoWiFi would not be possible.

[Gordon250]

I should note that I am still in contact with EE over this problem, so I may be surprised and they make take some constructive action to improve ... will let you know if that is the case.

[Gordon250]

Thanks for the technical clarification 🙂

I am guessing that this is then different to mobile data connectivity and mobile text (both of these feaures were workign OK, just not cellular voice calling).   I note that somebody said WiFi calling is not available when abroad, is this a technical limitation then?

[Gordon250]

"I'm disappointed to hear that our level 2 team weren't able to help you identify the root cause of this issue"

I do recognise that Level 1 support did make a try by going through the basic checks (took approx 1 hour). They then recognised need to escalate. I am not sure what priority they put on that escalation as this was not discussed with me and I only became aware there prioritisation today.  Yes it is a shame that Level 2 waited till I was back in the UK before contacting me and therefore limiting their ability to find 'the root cause'.  

One key complaint I have is that it was VERY DIFFICULT for me to engage the Level 1 support without cellular voice calling, taking me several hours of trying all sorts of options!  Even solving that would be a big step forward for customers.

[Colstalex]

Do you get incoming calls?

[bristolian]

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@Colstalex wrote:

Do you get incoming calls?

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Reviewing the posts in this thread, that's exactly what I'm also wondering.

The symptoms here are potentially consistent with a VoLTE issue. Please try manually connecting to each local network in-turn, and test voice calling on each one.

I may have missed it, but out of interest which country are you in?

[Peter_W]

@Gordon250 When we escalate, usually Level 2 would run a series of additional checks, then if they can't resolve it they would raise a ticket for further investigation.

Once again I apologise that this couldn't be sorted in the time you were away - these faults can be complex and aren't always clear. 

I'll keep everything crossed that you hear back soon, but if you remain unhappy with the outcome here, I'd recommend raising this as a complaint with or dedicated complaints team. 

You can also find more details on our complaints process here:

EE Complaints Code of Practice - March 2024

Peter

[Gordon250]

Hi,

After Level 1 checks are completed and have not resolved the issue, how long would you expect to have to wait until Level 2 respond. I was told 7-10 days, which seems unreasonable to me when voice call is completely not working? 

A response from EE was "Any call logs related to the problem you experienced will expire after a certain time window typically 48-72 hours, and be unable to be viewed after a certain time window, typically 48-72 hours so after this time our complex investigations team will not be able to see any further logs as to why you experienced the issue with calls".   So presumably any investigation must be within this sort of timeframe in order to be helpful?

I have lodged the problem as a complaint, but so far no reasonable response.

Gordon

[Gordon250]

I was in Taiwan. However back in the UK now.

At the time I did try manually selecting each local network, actually only 2 from 5 connected successfully, and making a call form each. Strangely text and data on the cellular network was working but not cellular voice call.

I did not try incoming calls however. That wasn't suggested by the EE Level 1 person, but as you say maybe would have been worth trying.