topic Re: Please help - Mobile phone showing as sos only in Mobile Data

Please help - Mobile phone showing as sos only

Alison728 — Wed, 07 Dec 2022 05:59:18 GMT

Hi, I’m currently in Australia and had been using my U.K. mobile phone with a roaming add on without any problems. A few days ago it stopped working and my phone has said “sos only” ever since. I’ve tried the obvious turning my data and phone off and on again but it hasn’t helped. I can’t call EE because I have no access to the network and I can’t log in to my EE account because it sends a verification code via text which I can’t receive without network. I can use WiFi only.
Can anybody make any suggestions please? I’m a female alone with a 3 month old baby and it’s quite unsafe when I’m away from WiFi and no connection.

Re: Please help - Mobile phone showing as sos only

Chris_B — Wed, 07 Dec 2022 07:25:03 GMT

@Alison728 Sounds like the network your connection is with is having issues. If it was working ok and you’ve not changed anything there is no reason it’ll not work now unless there was a local network issue.

Re: Please help - Mobile phone showing as sos only

MARTINJOHNHICKE — Wed, 07 Dec 2022 08:28:08 GMT

Hi Alison,

please be aware that calls over wifi are charged at the full international rate when roaming. If you have been doing so you may have incurred sufficient charges to reach your cap on spending. At that point your service would be blocked to prevent any further expense

Re: Please help - Mobile phone showing as sos only

MARTINJOHNHICKE — Wed, 07 Dec 2022 08:33:04 GMT

Re: Please help - Mobile phone showing as sos only

MARTINJOHNHICKE — Wed, 07 Dec 2022 08:41:45 GMT

Alison, turn off calling over wifi on your phone settings to avoid the charges

Re: Please help - Mobile phone showing as sos only

MARTINJOHNHICKE — Wed, 07 Dec 2022 08:44:31 GMT

This information is buried away in the web page linked to the text message sent by Ed when you set up the roaming add on. Searching on the general website for it will not show anything. I think this is a bit misleading and could be construed as underhand to generate revenue

Re: Please help - Mobile phone showing as sos only

Alison728 — Wed, 07 Dec 2022 11:27:30 GMT

Thanks Chris. At first I thought there was an issue with the network somewhere but I haven’t had any connection for days now.

Re: Please help - Mobile phone showing as sos only

Alison728 — Wed, 07 Dec 2022 11:31:50 GMT

Thanks Martin, that’s good to know. But WiFi calling isn’t working anyway. I paid for the roaming add on to use my normal U.K. plan whilst abroad so I shouldn’t have incurred any extra charges.

Re: Please help - Mobile phone showing as sos only

Leanne_T — Wed, 07 Dec 2022 12:00:50 GMT

Hi @Alison728

Thanks for coming here.

Can you try manually connecting to a different network in your phone settings?

Leanne.

Re: Please help - Mobile phone showing as sos only

Alison728 — Wed, 07 Dec 2022 12:37:23 GMT

Good idea Leanne. I’ve just tried connecting manually but unfortunately it didn’t work and it still says sos only.

Re: Please help - Mobile phone showing as sos only

Leanne_T — Wed, 07 Dec 2022 12:49:54 GMT

Thanks for trying @Alison728

Can you log into your My EE account online and check your Roaming and call abroad settings show as ticked?

Leanne 🙂

Re: Please help - Mobile phone showing as sos only

Alison728 — Wed, 07 Dec 2022 13:03:54 GMT

Hi Leanne, yes I have an active roam further add on.

Re: Please help - Mobile phone showing as sos only

Chris_B — Wed, 07 Dec 2022 13:26:18 GMT

@MARTINJOHNHICKE it says IF YOU MAKE ANY CALLS VIA WI-FI CALLING WHILE ABROAD” here’s the catch Wi-Fi calling doesn’t work outside the UK.

Re: Please help - Mobile phone showing as sos only

Leanne_T — Wed, 07 Dec 2022 13:54:23 GMT

Hi @Alison728

Can you check the settings are showing as ticked as this is different to the add-on?

Leanne 🙂

Re: Please help - Mobile phone showing as sos only

Christopher_G — Thu, 08 Dec 2022 12:37:50 GMT

What happens when you try to access one of them, @Sarahx10? Have you tried them all?

Chris

Re: Please help - Mobile phone showing as sos only

Sarahx10 — Thu, 08 Dec 2022 12:40:20 GMT

Yes it goes into SOS only

Re: Please help - Mobile phone showing as sos only

Sarahx10 — Thu, 08 Dec 2022 12:50:19 GMT

They solved my problem on the live chat.
thank you