Showing results for 
Search instead for 
Do you mean 

Cant receive phone calls while on LTE

Highlighted
Member
Posts: 38
Thanks: 4
Registered: ‎05-05-2016

Cant receive phone calls while on LTE

Whenever my phone connects to LTE, I can't receive phone calls, at least not all the time.

My understanding is that my phone has to switch back to 3g or 2g to receive the call. It doesn't seem to be doing that, or at least not fast enough and then the call goes to voicemail.

I can still receive texts fine. I can also dial out fine (although there is a big delay when doing so while it switches to 3g or 2g to make the call)

At the moment the only way to avoid it is to force my phone to only use 2g/3g.
7 REPLIES
Plusnet Help Team Plusnet Help Team
Posts: 332
Thanks: 79
Fixes: 20
Registered: ‎25-11-2016

Re: Cant receive phone calls while on LTE

Hi scottrc!

Thanks for getting in touch with us!

From what you have advised, it's a strong possibility that the 4G signal quality in your area is not strong enough for calls to be received on a 4G frequency. You can pop over to http://ee.co.uk/why-ee/mobile-coverage and check your 2G/3G and 4G coverage in your postcode area. 

There are numerous different factors that could affect the signal strength within the area for example, tree cover, weather conditions, how many people are using the network and where the closest EE mast is positioned. It could be a possibility that there is an issue within your postcode area and from the coverage checker above, you can click on status checker and also check for this. If this is an issue only inside your home, we can't always guarantee perfect signal indoors due to the density of building materials.

You can always give your handset a re-boot. You can do this by:

  • Turning the handset off
  • Taking the SIM card out
  • Leaving it for a couple of minutes
  • Replacing the SIM card
  • Turning the handset back on

This will refresh the signal to the SIM card and any changes made will be applied. 

If you have any further questions, feel free to ask away and I'll do my best to help!

- Rebeka Smiley

 Rebeka Preston
 Plusnet Help Team
Member
Posts: 38
Thanks: 4
Registered: ‎05-05-2016

Re: Cant receive phone calls while on LTE

Hi, I thought Plusnet did not support calling over 4G? (VoLTE) https://community.plus.net/t5/Mobile/Voice-over-LTE/td-p/1390511

 

My 4G signal is really strong, I get full bars indoors. The problem is when I call myself, it does not switch back to 3G/2G to connect the call, sometimes it tries to but it takes so long to switch that the call gets forwarded to voice mail. 

Plusnet Help Team Plusnet Help Team
Posts: 332
Thanks: 79
Fixes: 20
Registered: ‎25-11-2016

Re: Cant receive phone calls while on LTE

 

Hi,

That link is correct, I'm afraid we don't support VoLTE (voice over LTE. We do use the EE network however, we don't support certain functionalities.

Have you tried adjusting the settings on your handset?

It maybe that it is set to connect to 4G only, therefore, the call won't connect unless on a 4G network continuously. You should be able to change this to connect to any frequency that is available by editing your handset settings. 

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
Member
Posts: 38
Thanks: 4
Registered: ‎05-05-2016

Re: Cant receive phone calls while on LTE

I did try the settings but I have "Preferred network type", with the options 3G and LTE. 

 

The weird thing is this problem has not always happened, when I first put the sim in calls came through ok, LTE switched back to 3G fine. It was only after the first call that things stopped working. If I try to ring myself, I can see the signal try changing from LTE to 3G/2G in the navigation bar, but it just doesn't do it fast enough and the call must be rejected.

Plusnet Help Team Plusnet Help Team
Posts: 332
Thanks: 79
Fixes: 20
Registered: ‎25-11-2016

Re: Cant receive phone calls while on LTE

Have you checked the current status of your postcode area?

Just to rule out any issues with the network itself. 

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
Member
Posts: 38
Thanks: 4
Registered: ‎05-05-2016

Re: Cant receive phone calls while on LTE

Just checked and it says no known problems. 

Plusnet Help Team Plusnet Help Team
Posts: 332
Thanks: 79
Fixes: 20
Registered: ‎25-11-2016

Re: Cant receive phone calls while on LTE

Can you please input the following code into your handsets dial pad and tap the call button. 

  • #21#

Following this, can you check to make sure the VoLTE option is disabled on the handset.

thanks,

- Rebeka 

 Rebeka Preston
 Plusnet Help Team