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Hi there and welcome
I’m sorry to hear you're having trouble with your phone. I know that can be frustrating. Hopefully, we can get this resolved quickly.
Can you please tell me the full make and model of the phone and the phone provider you use?
BT is for home phones but you indicated you have a mobile phone.
This is handled by other providers such as O2, T Mobile ect.
Can you double check who the provider is please?
You can change how long your mobile is set to ring before going to voicemail from 5 to 30 seconds, in 5-second intervals. It’s set to 15 seconds as standard.
To change the time:
For example, setting it to 25 seconds would look like this: **61*121*11*25#.
Let me know how you go please
Please note you need to include all the *'s as well in the number.
Then the time so eg 25 then the #
Can you then please call EE customer service on 07953 966250 and have them do it over the phone please as it appears it is blocked from being done via the calling codes.
Let me know please how you go.
If you have any issues at all, please let me know.