topic Re: Re: cannot call from the USA. despite having paid for international calls in Mobile Services

Re: cannot call from the USA. despite having paid for international calls

Happydaze — Sun, 13 Nov 2022 14:34:16 GMT

I'm in USA and paid for Roaming but can't get any service/signal. I think I should have set up to roam USA before leaving UK and now have no means of contacting EE - I'm really upset and frustrated with their system. I'd assumed if I paid for it they'd have set me up to use it. Any help gratefully received e.g. Some means of contacting EE via email or What's App

Re: Re: cannot call from the USA. despite having paid for international calls

Happydaze — Sun, 13 Nov 2022 14:35:42 GMT

I can't activate mine either. I've tried through data Controls

Re: Re: cannot call from the USA. despite having paid for international calls

Schockwave — Sun, 13 Nov 2022 16:21:13 GMT

@Happydaze , if you are on contract, and have not activated roaming before going abroad and are unable to do so, you will have to ring customer service.

If you have Skype, there is a free number you can ring:

https://ee.co.uk/contact-ee/account-billing/mobile

If you are on pay as you go, you need to make sure that you have enough credit.

On My EE App, click on the icon at the top and then settings, you can scroll down, see if you can enable it there. Call abroad and premium calls also need to be enabled.

Re: Re: cannot call from the USA. despite having paid for international calls

XRaySpeX — Sun, 13 Nov 2022 18:21:44 GMT

@Happydaze : 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 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.

Re: Re: cannot call from the USA. despite having paid for international calls

OY00 — Tue, 15 Nov 2022 00:49:38 GMT

Having the same issue in the US. Was fine when I came last August but now I’m getting told different stories.

Roaming was/is active

Roaming Pass, added. Confirmation of activation, received.

Reboot, complete.

Account settings, fine.

I’m now being told by CS that I “need to add a roaming data bundle”?! Be serious EE! I just paid to add the roaming pass to use my existing data/mins/sms,

I’m not here for pleasure, my child is receiving treatment for a life threatening disease and this is the last thing I need. Sort yourselves out EE. This is making an already traumatic experience worse.

Yours,

A very distressed customer.

Re: Re: cannot call from the USA. despite having paid for international calls

Leanne_T — Tue, 15 Nov 2022 07:55:36 GMT

Hi @OY00

I'm very sorry to hear this is happening and I will do my best to help you get this resolved.

Could I check, can you receive calls and texts?

What happens when you try and make a call?

Leanne.

Re: Re: cannot call from the USA. despite having paid for international calls

OY00 — Tue, 15 Nov 2022 10:58:15 GMT

Hi Leanne

I’m unable to send texts but I can call. I haven’t received a call yet but not sure if anyone has called.

Kind regards

Re: Re: cannot call from the USA. despite having paid for international calls

OY00 — Tue, 15 Nov 2022 11:01:27 GMT

Hi @Leanne_T

Thanks for replying. I can make calls. Takes a while to get through but it works. Texts aren’t working and it just tells me they’ve failed. Data, as you know, is none existent. I manually go through the networks in settings to no avail.

I think I can receive texts but I’m not sure about calls.

OY00

Re: Re: cannot call from the USA. despite having paid for international calls

Leanne_T — Tue, 15 Nov 2022 11:07:19 GMT

Hi @OY00

Thanks for coming back to me.

Do you have different networks showing?

Thanks.

Leanne.

Re: Re: cannot call from the USA. despite having paid for international calls

OY00 — Tue, 15 Nov 2022 11:10:46 GMT

Hi @Leanne_T

You’re welcome!

Yes, AT&T, T-Mobile, Verizon, Sprint and 313 100.

OY00

Re: Re: cannot call from the USA. despite having paid for international calls

Schockwave — Tue, 15 Nov 2022 11:18:03 GMT

@OY00 , I seem to remember when I was in Las Vegas for a few days in 2019, T-Mobile worked, at least I think that is what I was connected to.

Re: Re: cannot call from the USA. despite having paid for international calls

Leanne_T — Tue, 15 Nov 2022 11:21:29 GMT

Does the same happen with all networks @OY00?

Leanne.

Re: Re: cannot call from the USA. despite having paid for international calls

OY00 — Tue, 15 Nov 2022 11:27:02 GMT

It happens with all the networks, yeah

Re: Re: cannot call from the USA. despite having paid for international calls

Leanne_T — Tue, 15 Nov 2022 11:32:46 GMT

Thanks @OY00

I would suggest getting back in touch with our Tech Gurus, they will be able to get this looked into further for you.

Leanne.

Re: Re: cannot call from the USA. despite having paid for international calls

Happydaze — Tue, 15 Nov 2022 14:22:07 GMT

Unfortunately this didn't work. The tech people haven't sorted it out. I'm in limbo. Day 4 of my holiday and no phone use. 🙁

Re: Re: cannot call from the USA. despite having paid for international calls

Happydaze — Tue, 15 Nov 2022 14:25:48 GMT

I'm day 4 of my holiday and no phone use. I'm disgusted with EE - their tech team didn't sort it and I keep getting sent to a different CS person. I've wasted so much time and it's spoilt part of my holiday now as I'm stressed about it all. They shouldn't take people's money if they can't provide a service. I hope you get sorted out. I'm so sorry about your circumstances.

Re: Re: cannot call from the USA. despite having paid for international calls

Happydaze — Tue, 15 Nov 2022 14:29:39 GMT

This did not resolve my issue, unfortunately. The EE tech team gave up, too. They said my settings were right, but had no other solutions. So am in USA, paid for a service and can't get it. Woo hoo. Would I recommend EE? NEVER!!!!!!!!

Re: Re: cannot call from the USA. despite having paid for international calls

Leanne_T — Tue, 15 Nov 2022 14:42:32 GMT

I'm really sorry to hear this @Happydaze

Did our customer service team ask you to try anything or is this being looked into further for you?

Leanne.

Re: Re: cannot call from the USA. despite having paid for international calls

OY00 — Tue, 15 Nov 2022 14:42:53 GMT

Hi @Happydaze

Really sorry you haven’t managed to sort it yet.really sorry you haven’t managed to sort it yet.

I had to get through to a level two tech support advisor and they managed to sort it out. For some reason, international roaming had not been fully added. He removed it. Added it once again. It’s resolved the issue.

I should point out that the level one tech support team completely wasted my time, running diagnostic after diagnostic which was essentially me turning one setting off and turning another on and to be fair, I’d already done all of this prior to speaking to them. You may want to get them to add and remove the roaming pass. I was up since 6 am US time and finished at 8:30 am.
Good luck with trying to sort it and complain to a dedicated complaints team if you have to.

OY00

Re: Re: cannot call from the USA. despite having paid for international calls

OY00 — Tue, 15 Nov 2022 15:17:20 GMT

Hi @XRaySpeX

@How do you mark this post as both unhelpful and not the solution in that it didn’t resolve anyone’s issue? @Leanne_T ?