topic Re: Roaming in Mobile Services

Roaming

Gem50 — Tue, 07 Jun 2022 15:47:35 GMT

My mobile worked fine in spain in April 2022 but now in june calls and texts are not working. The help section gives a number to call but EE is preventing my mobile from making calls. Roaming has always been enabled since I joined EE a number of years ago. Does anyone know how to fix this?

Re: Roaming

Christopher_G — Tue, 07 Jun 2022 15:51:02 GMT

Hi @Gem50

Welcome to the community. Are you in Spain now too? Are you on contract or pay as you go?

Chris

Re: Roaming

Gem50 — Tue, 07 Jun 2022 15:58:29 GMT

Hi Chris

Yes, I'm in spain just now and have a contract phone.

Re: Roaming

Christopher_G — Tue, 07 Jun 2022 16:01:30 GMT

Is your phone connected to a Spanish network, @Gem50?

When did you take your contract out?

Chris

Re: Roaming

Gem50 — Tue, 07 Jun 2022 16:05:06 GMT

Yes it connected to movistar and the contract was initially taken out September 2019.

Re: Roaming

Christopher_G — Tue, 07 Jun 2022 16:09:24 GMT

Do you know if you can receive calls, @Gem50?

Could you try manually connecting to a different Spanish network please? If you need help on how to do that, let me know what phone you have and I'll take a look.

Chris

Re: Roaming

Gem50 — Tue, 07 Jun 2022 16:26:27 GMT

I tried to change to Vodafone ES but was informed the sim couldn't register with them. I have switched to orange and texts seem to be going now but when I try make a call it's saying the calls are restricted.

Re: Roaming

Christopher_G — Tue, 07 Jun 2022 16:38:56 GMT

OK, thanks @Gem50

Which phone do you have? I'll have a look and see if there are any phone settings that could be causing this.

Chris

Re: Roaming

Gem50 — Tue, 07 Jun 2022 16:44:18 GMT

It's a Samsung galaxy s21 ultra

Re: Roaming

XRaySpeX — Tue, 07 Jun 2022 16:44:57 GMT

@Gem50 : As you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming add-on doesn't of itself activate roaming on your a/c.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto. Otherwise try logging into your MyEE account online & go to Menu > Account Settings > Parental and Data Controls > Roaming Abroad and also Call Abroad and Premium Rate. They will show as ticked if roaming and calling abroad is activated. If they are not ticked, can you activate these settings?

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. over Skype. It should be free.

Re: Roaming

Gem50 — Tue, 07 Jun 2022 17:39:21 GMT

Thank you for your response, however this is not helpful to me. As you can see from the previous responses roaming is activated and has been since I joined EE and has worked with no issuesas recentlyas 6 weeks ago. Rebooting the device multiple times has made no impact on the situation. We have already attempted to manually change the network but the issue still persists. I cannot call any CS as EE have restricted my calls.

Re: Roaming

Gem50 — Tue, 07 Jun 2022 17:41:36 GMT

Have you managed to check whether this could be a phone setting issue. Although I had the same phone in April with no issues

Re: Roaming

Christopher_G — Tue, 07 Jun 2022 17:43:07 GMT

There's an important part of @XRaySpeX's message that we didn't address before, @Gem50.

Could you check your My EE account under Account Settings > Parental Controls to make sure both roaming and making calls abroad are activated please?

Chris

Re: Roaming

XRaySpeX — Tue, 07 Jun 2022 17:50:07 GMT

Then make use of my Skype suggestion.

@Gem50 wrote:

As you can see from the previous responses roaming is activated and has been since I joined EE

There are myriad ways & places roaming can be enabled & you never said how yours is. So I have given you a specific place where roaming crucially needs to be enabled in order for roaming to successfully work.