Lack of traditional voice since IMISDN port

[BJM14]

Evening All,

After porting a number across from her old network to EE my wife has been unable to make traditional phonecalls in an area where previously she had a good strong signal to the BTS.  She now has to rely on WIFI calling.

Any suggestions on what may be causing this? Data and SMS appear to be unaffected, however when she sends me an SMS it appears to come from her new number (NOT the ported one that she uses).  Could it be that her old number wasn't fully ported over cuasing issues?

Grateful for any advice or troubleshooting on this issue.

Kind regards

[Katie_B]

Hello @BJM14. 

Thanks for coming here. 

What device does your wife have?

Does the calling issue occur in multiple locations or just one specific location?

Katie

[bristolian]

This is unlikely to be a radio coverage issue, also WiFi-calling uses the same network-level authentication as the RAN.

When exactly did your wife port her number in? Can she make outbound calls? What happens to an inbound call to either her temp number or ported-in number?

[BJM14]

Evening,

A Samsung A55. Specifically one location. 

Whilst testing I noticed today that if she rang me it came up with her old IMISDN (that was supposed to be ported across from her old supplier), however, if she sends me an SMS it comes up with the new number EE gave her.  For context she moved over about 6 months ago.

Regards

[BJM14]

Evening,

Roughly 6 months ago.

She can make outbound calls but her coverage appears to be intermittment since switching over.

Whilst testing I noticed today that if she rang me it came up with her old IMISDN (that was supposed to be ported across from her old supplier), however, if she sends me an SMS it comes up with the new number EE gave her. 

Regards

[Ali_A]

@BJM14 

You can check the coverage in the area she is having the experience at EE Coverage & Network Status Checker | Check your signal 

Which make and model mobile device is she using? 

If it's an android, can she switch off Rich Text messaging in the messaging device settings and send another test message to your phone? 

Ali 

[BJM14]

Hi,

Test complete.  When using Rich Text it comes from the new EE number.  When using SMS it comes from the old ported number.

Kind regards

[Peter_W]

Thanks for confirming that @BJM14, when re-enabling Rich Text did the messages continue coming through from the temporary number? 

It's worth trying a reset of your network settings; this won't affect any of your personal data like contacts or photos, but you will need to enter WiFi passwords again next time you connect.

To do this go to your Settings and select General Management > Reset network settings > Reset settings > enter your PIN > Reset. 

Once you've done this it's worth restarting the phone too.

Peter

[BJM14]

Afternoon,

Rich Text comes through on the EE number. SMS comes through on the old ported number (which is what we want).

I have now disabled RCS as a temp solution.

Reset network settings but no change.  I may just comprimise on this until my contract is up.

Kind regards

[Peter_W]

Thanks for giving that a try, @BJM14.

It's certainly not something to compromise on as we want to make sure you're able to get the most from all the services available to you. 

When doing a bit of research there are a few proposed solutions, and one recommendation is getting a replacement SIM card, as often your phone will still be reading the temporary number from the SIM. 

If you reach out to our customer care team they can troubleshoot things further at our end and if needs be get this posted out to you. 

Alternatively you can also get an on the day replacement In one of our retail stores free of charge; you'll just need a valid passport or UK driving license.

Peter