I get no sound on calls. The other end can hear me, I can't hear them.
Makes no difference if I receive or make the call.
This is only a problem where I live (Five Ashes - East Sussex). If I go to a nearby town, then everything works perfectly.
It is also not a problem with the phone. Exact same thing happens with my partners phone - different make of phone (on EE). I can go to the top of the garden where we can see all around - good signal - just the same.
I have even tried my SIM in her phone - still just the same.
Texts work OK both ways. Incoming calls ring, just can't hear caller.
I think it must be a T-Mobile/EE phone base station problem but don't know how to take it further.
A few days ago got round to doing a bit more research. I live at a small rural village in East Sussex called Five Ashes (TN20 6JJ if you want to Google map it).
If I go west to to the next village Hadlow Down (only 1 mile away), sound on calls works perfectly. If I go north to the village of Mayfield - still no sound. Mayfield is on top of a hill. Go to the other side of that hill - sound works perfectly again!
Go south (about 1.5 miles) to a place called Cross-in -Hand, still no sound. Go further south - sound returns! Go to a town called Heathfield - to the SE, sound works once you get into the town. Not the side nearest to Cross-in-Hand though.
I test this by calling 789 on the phone and waiting for the ring tone. When in the non-working area a get no ring tone or voice even though the phone shows the call in progress.
So, in my opinion, a definite base station problem. But I am surprised no one else has complained about this by now! Even in this rural area there must be hundreds of Virgin / T Mobile / EE users.
Thanks for coming back to us so soon on this, we're sorry to hear that you've been having some problems while calling near your home.
I've had a look in the area and looking from a 3G perspective, I can certainly see that the area you're in from time to time can experience some issues. You can see this from our helpful coverage checker here.
Looking at the 2G view in the area it does seem to have a better coverage for the moment, for calls texts and email this may be a better option for you. It may be worth giving our customer care team a call on 789/0345 600 0789 and just ask to maybe go through some settings for you.
If there's anything else that I can help you with please let us know.
I am on 2G only (one of those ancient Nokia C3-00, with the week++ battery life). However my wife's Android phone (on EE) has the same problem. Only in this area though. Got to ask around an see if anyone else in the village has problems. Just need time!
Will call the number you suggested and see if they can help.
Edit: it's not a signal strength problem - 5 bars and still no sound on calls. And everything else works. Incoming calls ring - just cant hear anything.