topic Re: Can't make calls or send texts from Spain in Mobile Services

Can't make calls or send texts from Spain

BClaret1 — Tue, 05 Jul 2022 15:46:27 GMT

Everything was fine for two days but now I can't make a call and just get a number incorrectly formatted message if I try to send a text. I can receive calls and texts tho.

Can anyone help?

Re: Can't make calls or send texts from Spain

Leanne_T — Tue, 05 Jul 2022 16:07:27 GMT

Hi @BClaret1

Thanks for coming to the community.

Is this happening with more than one number?

Have you tried selecting a different network in the phone settings?

Thanks.

Leanne.

Re: Can't make calls or send texts from Spain

BClaret1 — Tue, 05 Jul 2022 16:35:15 GMT

It's all the numbers. I've tried wi-fi calling and it's just the same

Re: Can't make calls or send texts from Spain

Leanne_T — Tue, 05 Jul 2022 16:39:13 GMT

Hi @BClaret1

WiFi Calling is for use in the UK, can you try manually going into your phone settings and selecting a different network in Spain, does this work for you?

Leanne.

Re: Can't make calls or send texts from Spain

BClaret1 — Tue, 05 Jul 2022 17:00:35 GMT

There is only one network available...

Re: Can't make calls or send texts from Spain

Leanne_T — Tue, 05 Jul 2022 17:04:51 GMT

Thanks for checking @BClaret1

Can you try restarting your phone and try to make a call, does this work for you?

Leanne.

Re: Can't make calls or send texts from Spain

BClaret1 — Tue, 05 Jul 2022 17:09:06 GMT

I've tried that already, it didn't work

Re: Can't make calls or send texts from Spain

Leanne_T — Tue, 05 Jul 2022 17:17:23 GMT

Is anyone else having the same problem @BClaret1?

Can you send BALANCE to 150 as a text, does this send and do you get a reply?

Leanne.

Re: Can't make calls or send texts from Spain

BClaret1 — Tue, 05 Jul 2022 17:36:51 GMT

Texting to 150 worked and got a reply. No one else appears to be having this problem.

Re: Can't make calls or send texts from Spain

Leanne_T — Tue, 05 Jul 2022 17:59:52 GMT

Thanks @BClaret1

How many numbers are affected?

Are they UK mobile numbers?

Have you been able to text and call these numbers in Spain since you arrived?

Leanne.

Re: Can't make calls or send texts from Spain

BClaret1 — Tue, 05 Jul 2022 18:02:48 GMT

They are all UK mobile numbers and it's all the numbers in my contact list.

Re: Can't make calls or send texts from Spain

BClaret1 — Tue, 05 Jul 2022 18:12:12 GMT

Yes they worked fine for the first two days

Re: Can't make calls or send texts from Spain

Jon_K — Wed, 06 Jul 2022 07:05:05 GMT

Thanks @BClaret1.

What phone are you using?

Can you try manually typing out a number and calling it, rather than calling from your contacts list?

Jon

Re: Can't make calls or send texts from Spain

BClaret1 — Wed, 06 Jul 2022 15:20:14 GMT

It's a Samsung Oppo, I have tried typing the number out and have deleted the contact and recreated it without any success.

Re: Can't make calls or send texts from Spain

Leanne_T — Wed, 06 Jul 2022 15:23:02 GMT

Thanks @BClaret1

Are you using a downloaded message and call app?

If not, please call us on 150 and the team will get this looked into further for you?

Leanne.

Re: Can't make calls or send texts from Spain

BClaret1 — Wed, 06 Jul 2022 17:11:53 GMT

Yes, I am using downloaded message and phone apps.

Re: Can't make calls or send texts from Spain

Leanne_T — Wed, 06 Jul 2022 17:14:04 GMT

Hi @BClaret1

Does the same happen if you use the pre-installed app on the Samsung not the downloaded third party apps?

Leanne.

Re: Can't make calls or send texts from Spain

BClaret1 — Wed, 06 Jul 2022 19:27:02 GMT

Yes, the pre installed are the ones I was referring to

Re: Can't make calls or send texts from Spain

Jon_K — Thu, 07 Jul 2022 07:03:47 GMT

Hi @BClaret1.

If it's the pre-installed apps that you're having trouble with, our Customer Care team will need to check your account.

Are you able to call 150 from your phone?

Jon