Cannot make calls to EE numbers

[henryt84]

I too use vofafone network and my phone will not make a  call to an EE friends mobile. It can call my mobile but not the other way around. I hear it ringing on my phone, but it does not ring on the ee phone. When I call the ee phone from an o2 number it rings and connects as it should do, What is wrong? Where is the error?

[bristolian]

Your friend needs to report "unable to receive calls from xyz user" to CS. Some bits to test before doing so..

1: Can your friend receive calls from other VF users?

2: Can you send texts to your friend?

3; Does your friend have an EE-issued number, or a ported-in one?

Is this a recent problem?

[henryt84]

My friend is an 84 year old, finds tech very difficult. He has a Tesco supplied non smart mobile. I can call this number on my o2 based mobile. i cannot do it on my vodafone based mobile, nor can my son call him  using his vodafone based mobile. The mobile number is non ported.( came with Tesco package)

He does not understand the concept of texting!  I have only discovered this problem within the last few weeks, though I believe that he has had the phone since January. 

Quite often when I call the mobile it doesnt ring, but goes straight to voicemail, but today when visiting him to check out this problem the mobile signal strength was showing strong.reception.

His talktalk land line will call (ring) his mobile and vice versa

Just to throw further confusion, my vodafone will not call his landline either, ( I hear it ringing but he does not) . Also his landline (talk talk) will call my mobile.  I do not experience these problems using my mobile when calling other numbers. All quite confusing.

[bristolian]

The landline issue is separate, using different technology, and should be treated accordingly.

One option may be for your friend to add you to their EE mobile account as an authorised third party, providing they are aware this will give you access to more than just fault reporting.

[henryt84]

I had considered this when I met up with him, but he has no concept of having an account ( the payg pack was bought with simplicity in mind) . His mild memory problems do not help in trying to sort out the issue from a distance ( I live 100 miles away)

Having searched various "boards" that raise similar issues, I am concerned that EE will blame Vodafone and vice versa. Actually talking to someone ( tech support) about a problem with a third party phone doesn't appear to hold promise either.

There must be solution to the problem out there, but finding someone who could fix it  is the issue.

One extra piece of info which may be significant is that the number of one of my mobiles ( o2 network) which will connect with is EE device, is a ported number from ex orange. My current vodafone number, which will not connect, is a ported number from 02.

[Rach_H]

Hi @henryt84,

Welcome to the Community!

We certainly don't want you to have any issues calling your friend, so I'd love to take a look and see what we can do. Do you know if your friend is able to receive calls from other networks, or is this not something you've had the chance to test?

Rach

[bristolian]

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@henryt84 wrote:

One extra piece of info which may be significant is that the number of one of my mobiles ( o2 network) which will connect with is EE device, is a ported number from ex orange. My current vodafone number, which will not connect, is a ported number from 02.

---

Ported numbers are relevant only for receiving calls. Hence asking in my previous post regarding identification of any patterns for your friend.

Your friend's issue doesn't fit any clearly recognisable pattern, and thus may require individual investigation.

[henryt84]

Hi Rach, Thanks for your interest.

After receiving your message I contacted my friend by landline ( mine and his which he reinstalled after the lack of success with his mobile experience) I briefed him over our two landlines and first called him from my O2 based mobile and this connected to his ee based mobile. A minute later I called him from my "normal" vodafone based mobile and my device immediately registered that  "user not available" and went to voicemail. He reported that the phone did not react at all to the call from me. We were in constant contact over the landlines.  Sometimes when I call the mobile number from vodafone it will ring and ring before finally ending the call.

I cant help with information about other callers connecting on his mobile, but I know that his landline will call cause his mobile to ring, for I tested this myself.

Hopre this scant information gives you something to consider.

[Rach_H]

Thanks for letting us know @henryt84. This is great information, as it let's us know that he is able to receive calls in general.

I'd recommend reaching out to Vodafone, and letting them know what has been happening, so they can check there are no problems on your line, as this might be easier than getting our team to check his, and we can go from there.

Rach

[henryt84]

As suspected vodafone dont really want to know and palm me off with ASDA who dont have any serious level of tech support.

EE suggest that it is a VF issue, but if this is so then why does the EE answer phone system kick in telling me that the calller is not available?

At the end of the day I can now contact my friend using our landlines, but its sad that no one wants to pick up on the problem.... guess its down to cost.