{"solutions":[{"name":"There's an error at the receiving end","description":"If you have problems making a call to a specific number, the error may be at the receiving end.","guide":null,"content":"Try making a call to another number."},{"name":"There's a temporary network problem","description":"If there's a general problem making phone calls in a certain area, it may be due to a temporary network error.","guide":null,"content":"Try making a call later or when you're in another area. Check the network status in your area for planned or unforeseen events, such as maintenance or outages which may affect your EE services."},{"name":"Not adequate network coverage","description":"The network coverage may differ from area to area. In certain areas it may be so low that it's not possible to make calls.","guide":null,"content":"Try making a call later when you're in an area with better network coverage. View our network coverage map ."},{"name":"There's no credit on your prepaid phone card","description":"If there's no credit on your prepaid phone card, you can't make calls until you've topped it up.","guide":null,"content":"Top up your prepaid phone card ."},{"name":"Your number has been suspended","description":"If your number has been suspended, you'll be notified when you try to make a call.","guide":null,"content":"Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to have your number reactivated."},{"name":"Your phone is overloaded for unknown reasons","description":"If your phone is overloaded, you can't make any calls. It may help restarting it.","guide":{"blocks":[{"title":"Restart your phone","steps":[{"note":null,"overlay":null,"text":"Press and hold the Side button ."},{"note":null,"overlay":null,"text":"Simultaneously, press and hold the Bottom volume key until your phone restarts."}],"content":"
  • Press and hold the Side button.
  • Simultaneously, press and hold the Bottom volume key until your phone restarts.
","info":""}],"name":"Restarting your phone","description":"If your phone is slow or freezes, it might help to restart it.","id":11,"deviceId":10515},"content":"Restart your phone ."},{"name":"Flight mode is turned on","description":"When flight mode is turned on, all wireless connections on your phone are turned off, including the connection to the mobile network.","guide":{"blocks":[{"title":"Turn flight mode on or off","steps":[{"note":null,"overlay":null,"text":"Slide your finger downwards starting from the top right side of the screen."},{"note":null,"overlay":null,"text":"Press the flight mode icon to turn the function on or off."}],"content":"
  • Slide your finger downwards starting from the top right side of the screen.
  • Press the flight mode icon to turn the function on or off.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Slide your finger upwards starting from the bottom of the screen to return to the home screen."}],"content":"
  • Slide your finger upwards starting from the bottom of the screen to return to the home screen.
","info":""}],"name":"Turning flight mode on or off","description":"You can turn off all wireless connections so your phone can’t cause any interference with sensitive equipment in a plane or a hospital. You can use many phone functions when flight mode is turned on, but you can't send messages or make calls.","id":35,"deviceId":10515},"content":"Turn off flight mode ."},{"name":"The selected network is out of range","description":"If you've set your phone to use a specific network, it can't get a network connection if the selected network is out of range.","guide":{"blocks":[{"title":"Find "Carrier"","steps":[{"note":null,"overlay":null,"text":"Press Settings ."},{"note":null,"overlay":null,"text":"Press Carrier ."}],"content":"
  • Press Settings.
  • Press Carrier.
","info":""},{"title":"Select network","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "Automatic" to turn automatic network selection on or off."},{"note":null,"overlay":null,"text":"If you turn off the function, press the required network ."}],"content":"
  • Press the indicator next to "Automatic" to turn automatic network selection on or off.
  • If you turn off the function, press the required network.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Slide your finger upwards starting from the bottom of the screen to return to the home screen."}],"content":"
  • Slide your finger upwards starting from the bottom of the screen to return to the home screen.
","info":""}],"name":"Selecting network","description":"You can set your phone to select a network automatically or you can select a network manually. If you select a network manually, your phone will lose network connection when the selected network is out of reach.","id":33,"deviceId":10515},"content":"Turn on automatic network selection ."}],"intro":null,"name":"It's not possible to make voice calls","description":"If you have problems making voice calls, there may be several causes of the problem.","textWhenNotSolved":"Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.","id":8}

It's not possible to make voice calls

If you have problems making voice calls, there may be several causes of the problem.

We found 8 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 8: There's an error at the receiving end
If you have problems making a call to a specific number, the error may be at the receiving end.
Try making a call to another number.
Previous slide
Solution 2 of 8: There's a temporary network problem
If there's a general problem making phone calls in a certain area, it may be due to a temporary network error.
Try making a call later or when you're in another area. Check the network status in your area for planned or unforeseen events, such as maintenance or outages which may affect your EE services.
Previous slide
Solution 3 of 8: Not adequate network coverage
The network coverage may differ from area to area. In certain areas it may be so low that it's not possible to make calls.
Try making a call later when you're in an area with better network coverage. View our network coverage map .
Previous slide
Solution 4 of 8: There's no credit on your prepaid phone card
If there's no credit on your prepaid phone card, you can't make calls until you've topped it up.
Previous slide
Solution 5 of 8: Your number has been suspended
If your number has been suspended, you'll be notified when you try to make a call.
Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to have your number reactivated.
Previous slide
Solution 6 of 8: Your phone is overloaded for unknown reasons
If your phone is slow or freezes, it might help to restart it.
Previous slide
Step 1 of 2

Press and hold the Side button.

Step 2 of 2

Simultaneously, press and hold the Bottom volume key until your phone restarts.

Solution 7 of 8: Flight mode is turned on
You can turn off all wireless connections so your phone can’t cause any interference with sensitive equipment in a plane or a hospital. You can use many phone functions when flight mode is turned on, but you can't send messages or make calls.
Previous slide
Step 1 of 3

Slide your finger downwards starting from the top right side of the screen.

Step 2 of 3

Press the flight mode icon to turn the function on or off.

Step 3 of 3

Slide your finger upwards starting from the bottom of the screen to return to the home screen.

Solution 8 of 8: The selected network is out of range
You can set your phone to select a network automatically or you can select a network manually. If you select a network manually, your phone will lose network connection when the selected network is out of reach.
Previous slide
Step 1 of 5

Press Settings.

Step 2 of 5

Press Carrier.

Step 3 of 5

Press the indicator next to "Automatic" to turn automatic network selection on or off.

Step 4 of 5

If you turn off the function, press the required network.

Step 5 of 5

Slide your finger upwards starting from the bottom of the screen to return to the home screen.

Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.
We are pleased that the problem was solved.
Last updated: 2/4/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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