{"solutions":[{"name":"Fixed dialling is turned on","description":"When you turn on fixed dialling, you can only call predefined numbers and do emergency calls.","guide":{"blocks":[{"title":"Find "Fixed Dialling Numbers"","steps":[{"note":null,"overlay":null,"text":"Press the phone icon."},{"note":null,"overlay":null,"text":"Press the menu icon."},{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press More."},{"note":null,"overlay":null,"text":"Press Fixed Dialling Numbers."}],"content":"
  • Press the phone icon.
  • Press the menu icon.
  • Press Settings.
  • Press More.
  • Press Fixed Dialling Numbers.
","info":""},{"title":"Turn on fixed dialling","steps":[{"note":null,"overlay":null,"text":"Press Enable FDN to turn on fixed dialling."},{"note":null,"overlay":{"top":1873,"left":562,"text":"0000","position":0},"text":"Key in your PIN2 and press OK. The default PIN2 is 0000."}],"content":"
  • Press Enable FDN to turn on fixed dialling.
  • Key in your PIN2 and press OK. The default PIN2 is 0000.
","info":""},{"title":"Turn off fixed dialling","steps":[{"note":null,"overlay":null,"text":"Press Disable FDN to turn off fixed dialling."},{"note":null,"overlay":{"top":1873,"left":542,"text":"0000","position":0},"text":"Key in your PIN2 and press OK. The default PIN2 is 0000."}],"content":"
  • Press Disable FDN to turn off fixed dialling.
  • Key in your PIN2 and press OK. The default PIN2 is 0000.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Turning fixed dialling on or off","description":"When fixed dialling is turned on, you can only call selected numbers and do emergency calls. Incoming calls aren't affected.","id":56,"deviceId":14156},"content":"Turn off fixed dialling."},{"name":"The selected network mode isn't available","description":"If you've set your phone to use a specific network mode, it can't get a network connection if the selected network mode is out of range.","guide":{"blocks":[{"title":"Find "Preferred network mode"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Wireless & networks."},{"note":null,"overlay":null,"text":"Press Mobile network."},{"note":null,"overlay":null,"text":"Press Preferred network mode."}],"content":"
  • Press Settings.
  • Press Wireless & networks.
  • Press Mobile network.
  • Press Preferred network mode.
","info":""},{"title":"Select network mode","steps":[{"note":"There may be different network modes available depending on where you are. If you set your phone to the fastest network mode, it will always find the network with the highest data speed and best signal.","overlay":null,"text":"Press the required network mode."}],"content":"
  • Press the required network mode.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Selecting network mode","description":"There may be different network modes available depending on where you are. The network mode influences the data speeds your phone can achieve.","id":34,"deviceId":14156},"content":"Turn on automatic network mode selection."},{"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 On/Off until your phone restarts."}],"content":"
  • Press and hold On/Off 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":14156},"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 two fingers downwards starting from the top of the screen"},{"note":null,"overlay":null,"text":"Press Airplane mode to turn the function on or off."}],"content":"
  • Slide two fingers downwards starting from the top of the screen
  • Press Airplane mode to turn the function on or off.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key 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":14156},"content":"Turn off flight mode."},{"name":"Barring of outgoing calls is turned on","description":"If barring of outgoing calls is turned on, you can't make any calls on your phone.","guide":{"blocks":[{"title":"Find "Call barring"","steps":[{"note":null,"overlay":null,"text":"Press the phone icon."},{"note":null,"overlay":null,"text":"Press the menu icon."},{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Call barring."}],"content":"
  • Press the phone icon.
  • Press the menu icon.
  • Press Settings.
  • Press Call barring.
","info":""},{"title":"Turn call barring on or off","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to the required barring type to turn the function on or off."},{"note":null,"overlay":null,"text":"Key in your barring password and press OK."}],"content":"
  • Press the indicator next to the required barring type to turn the function on or off.
  • Key in your barring password and press OK.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Turning call barring on or off","description":"You can block certain types of calls such as incoming calls when you're abroad.","id":55,"deviceId":14156},"content":"Turn off call barring."},{"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 Wireless & networks."},{"note":null,"overlay":null,"text":"Press Mobile network."},{"note":null,"overlay":null,"text":"Press Carrier."}],"content":"
  • Press Settings.
  • Press Wireless & networks.
  • Press Mobile network.
  • Press Carrier.
","info":""},{"title":"Select network automatically","steps":[{"note":null,"overlay":null,"text":"If you want to select a network automatically, press the indicator next to "Automatic" to turn on the function."}],"content":"
  • If you want to select a network automatically, press the indicator next to "Automatic" to turn on the function.
","info":""},{"title":"Select network manually","steps":[{"note":null,"overlay":null,"text":"If you want to select a network manually, press the indicator next to "Automatic" to turn off the function."},{"note":null,"overlay":null,"text":"Press OK and your phone will search for networks."},{"note":null,"overlay":null,"text":"Press the required network."}],"content":"
  • If you want to select a network manually, press the indicator next to "Automatic" to turn off the function.
  • Press OK and your phone will search for networks.
  • Press the required network.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key 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":14156},"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 11 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 11: Fixed dialling is turned on
When fixed dialling is turned on, you can only call selected numbers and do emergency calls. Incoming calls aren't affected.
Previous slide
Step 1 of 10

Press the phone icon.

Step 2 of 10

Press the menu icon.

Step 3 of 10

Press Settings.

Step 4 of 10

Press More.

Step 5 of 10

Press Fixed Dialling Numbers.

Step 6 of 10

Press Enable FDN to turn on fixed dialling.

0000
Step 7 of 10

Key in your PIN2 and press OK. The default PIN2 is 0000.

Step 8 of 10

Press Disable FDN to turn off fixed dialling.

0000
Step 9 of 10

Key in your PIN2 and press OK. The default PIN2 is 0000.

Step 10 of 10

Press the Home key to return to the home screen.

Solution 2 of 11: The selected network mode isn't available
There may be different network modes available depending on where you are. The network mode influences the data speeds your phone can achieve.
Previous slide
Step 1 of 6

Press Settings.

Step 2 of 6

Press Wireless & networks.

Step 3 of 6

Press Mobile network.

Step 4 of 6

Press Preferred network mode.

Step 5 of 6

Press the required network mode.

Step 6 of 6

Press the Home key to return to the home screen.

Solution 3 of 11: 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 4 of 11: 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 5 of 11: 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 6 of 11: 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 7 of 11: 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 8 of 11: 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 1

Press and hold On/Off until your phone restarts.

Solution 9 of 11: 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 two fingers downwards starting from the top of the screen

Step 2 of 3

Press Airplane mode to turn the function on or off.

Step 3 of 3

Press the Home key to return to the home screen.

Solution 10 of 11: Barring of outgoing calls is turned on
You can block certain types of calls such as incoming calls when you're abroad.
Previous slide
Step 1 of 7

Press the phone icon.

Step 2 of 7

Press the menu icon.

Step 3 of 7

Press Settings.

Step 4 of 7

Press Call barring.

Step 5 of 7

Press the indicator next to the required barring type to turn the function on or off.

Step 6 of 7

Key in your barring password and press OK.

Step 7 of 7

Press the Home key to return to the home screen.

Solution 11 of 11: 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 9

Press Settings.

Step 2 of 9

Press Wireless & networks.

Step 3 of 9

Press Mobile network.

Step 4 of 9

Press Carrier.

Step 5 of 9

If you want to select a network automatically, press the indicator next to "Automatic" to turn on the function.

Step 6 of 9

If you want to select a network manually, press the indicator next to "Automatic" to turn off the function.

Step 7 of 9

Press OK and your phone will search for networks.

Step 8 of 9

Press the required network.

Step 9 of 9

Press the Home key 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: 5/4/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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