topic Re: Paid to use phone overseas but can’t connect when trying to call UK from Canada in Mobile Services

Paid to use phone overseas but can’t connect when trying to call UK from Canada

SJMS — Thu, 07 Jul 2022 19:58:19 GMT

Re: Paid to use phone overseas but can’t connect when trying to call UK from Canada

Chris_B — Thu, 07 Jul 2022 20:01:41 GMT

@SJMS You’ve purchased an add on to use your allowances while there, you still have to enable roaming and call abroad and make premium rate calls from within your online account. These are not the same thing.

Re: Paid to use phone overseas but can’t connect when trying to call UK from Canada

XRaySpeX — Thu, 07 Jul 2022 21:30:30 GMT

Are you on contract or PAYG? Did you use that SIM for making calls or texts in UK before you left to go abroad?

If 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 login to 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 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. via Skype over WiFi. It should be free.

PAYG is auto enabled for roaming. You won't see any of those settings & don't need to change anything. If outside EU, do you have enough credit for making calls & texts from abroad?

Re: Paid to use phone overseas but can’t connect when trying to call UK from Canada

SJMS — Thu, 07 Jul 2022 22:50:36 GMT

On contract. Yes unlimited in uk and I paid for access in Canada but have not been able to make a single call. Just states “call failed” each time!

Re: Paid to use phone overseas but can’t connect when trying to call UK from Canada

James_B — Fri, 08 Jul 2022 07:07:46 GMT

Hi @SJMS,

Welcome to the EE Community. 🙂

Have you activated roaming in My EE? If not, go to Menu > Account Settings > Parental and Data Controls.

James