No voice when roaming

[sdriver]

When in Spain (Canaries), I encounter same problem on different visits.

Phone works fine, can make calls to anywhere, data is good and I can use WhatsApp no problem. However, when I receive voice calls from certain numbers (local spanish & uk numbers, mobile & landline), I can hear the caller but they cant hear me. So usually they hang up and only by me calling them back am I asked to have the call.

No expert but I think has something to do with the networks and the 5G, 4G, 3G options. Also seems to only occur with other networks than O2 & Virgin. Tested with my Daughters in UK, one on O2 and have no problem, from her mobile and Virgin landline but with the other whose on EE, I am able to replicate the problem. By changing fro 5G to 4G was able to receive a call normally. But when rebooted phone, still in 4G, I couldn't be heard by the next caller calling on a Spanish landline.  Soon as I called them back, it was OK.

Problem never occurs in UK, only in Spain, although not roamed anywhere else recently. 

Very frustrating. Any ideas greatly appreciated.

[Molly_T]

Hi @sdriver. 

Thank you for getting back to us - Let us know how you get on following testing with your daughter!

We will be happy to offer any further support you need. 

All the best. 

[sdriver]

I think I may have found a fix by installing the 'Phone by Google' and switching to 4G/3G/2G. Not 100% but so far it seems to be working. Thanks for your help..

[David_Bn]

Thanks for the update @sdriver, do please keep us updated and we'll assist you further if this is required

Kindest regards,

David_Bn

[sdriver]

Unfortunately a false positive! Still having same problems. Sure it's to do with the network / band, any ideas?

[Zoie_P]

Hi Sdriver, 

I am sorry you are still having issues with this. 

Have you tried your sim on a different device? So we can rule out if it is a network issue.

Zoie

[stevenmdavidson]

Presumably this problem has still not been resolved?

[sdriver]

No still the same, I'm here again, phone works fine at home and elsewhere when roaming but not here in Lanzarote?

[stevenmdavidson]

This is what they are saying this morning: 

I have advised after doing a check today, there are no known issues. Please confirm where you were abroad

Kind regards

John

[sdriver]

Lanzarote, roaming on Movistar network as this is the only one possible with Virgin. Vodafone & Orange (Sp) also available but Virgin mustn't have an agreement with then so can't try an alternative. Earlier this year I did speak with tech support who informed me it was a known issue but no time frame on a fix. Personally I think it is something to do with my number, as its been ported a number of times as I've changed various providers over the years. 

[Paul_DN]

Hi sdriver,

Thank you for reaching back out, when was the last time you spoke to us in regards to this only happening in Lanzarote?

Regards

Paul.