topic Re: Re: I cannot call a specific number in Mobile Services

Re: I cannot call a specific number

Frazz1 — Mon, 05 Dec 2022 18:56:43 GMT

Hi Jon, Was this resolved? I have exactly the same problem with two numbers on my phone. If I call them from the UK then no issue, As soon as I am overseas (doesn't matter what country) then when I call the numbers the calls are immediately cancelled on my handset (iphone xr). It doesn't seem to even try and connect to the network?? I can send them a text message and get them to call me, this always works. When I get back to the UK then it is resolved and the numbers can be dialed and connected. Thanks in advance for advice

Re: Re: I cannot call a specific number

XRaySpeX — Mon, 05 Dec 2022 19:09:34 GMT

@Frazz1 : What do you mean by having 2 nos. on your phone? Do you mean it's dual SIM or do you mean on your EE a/c?

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 as long as you've used the SIM in the UK previously. 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: Re: I cannot call a specific number

Frazz1 — Tue, 06 Dec 2022 07:11:25 GMT

Hi, thanks for your message. I'll try and clarify the open points. . . I meant that there were two specific mobile phone numbers that I know of whereby I cannot call from this phone when using it abroad (immediate call cancelled when I try to dial them from abroad only, they work totally fine when dialled from the UK). One number is a UK mobile, the other is Danish mobile number.

I have a monthly contract through my company, travel overseas at least twice per month. I've used the phone abroad for several years with the same SIM without issue, just the two numbers that I try and call (that I know of) seem to have the issue. I deleted both the contacts and then manually created the contact again, phone has been rebooted several times over the years with different software versions on the phone. I can contact these phones over the internet (what's app and imessage) . .not 100% sure if SMS is working as I rarely use that.

As I know this is something that changed in around 2019/2020, before that I could dial these numbers without any issue.

Thanks for your advice

Re: Re: I cannot call a specific number

XRaySpeX — Tue, 06 Dec 2022 07:20:02 GMT

Only these 2 nos? You can call other nos. from abroad?

Have you inspected the online MyEE settings I suggested?

Certainly roaming in EU changed in that period, on 07/07/21.

Re: Re: I cannot call a specific number

Frazz1 — Thu, 08 Dec 2022 15:57:50 GMT

Hi XraySpex,

I cannot access myEE a this is covered under a large corporate account (seems to only be personal and small business that can access) bah!

Any other thoughts?

Re: Re: I cannot call a specific number

James_B — Thu, 08 Dec 2022 16:00:35 GMT

Hi @Frazz1,

Please report this issue to your EE account manager.

They'll be happy to help. 🙂

James

Re: Re: I cannot call a specific number

Cjoan — Sun, 13 Aug 2023 07:28:39 GMT

did you ever get this resolved?
I have the same issue with two specific numbers

Re: Re: I cannot call a specific number

Leanne_T — Sun, 13 Aug 2023 07:55:30 GMT

Hi @Cjoan

Are you making the call in the UK or abroad?

Can you the numbers call you?

Leanne.

Re: Re: I cannot call a specific number

Frazz1 — Sun, 13 Aug 2023 11:40:12 GMT

Hi,

I did get this mainly resolved. The issue was that the numbers were tagged by EE as being premium rate numbers (those numbers are not normally accessible internationally). I had to send EE the actual numbers that I knew had a problem and they checked the tags, changed them and the problem was solved instantly. There may still be some that I have not tried though and they could still be tagged!

Re: Re: I cannot call a specific number

Cjoan — Sun, 13 Aug 2023 16:50:12 GMT

Thank you I will try this.

Kind regards

Chris

Tel: xxxxxxxxxxxx

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Re: I cannot call a specific number

Cjoan — Sun, 13 Aug 2023 17:24:20 GMT

Hi

I am abroad in Cyprus and calling a Cyprus number. Yes they can call me.

Kind regards

Chris

Tel: xxxxxxxxxxxx

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Re: I cannot call a specific number

Katie_B — Mon, 14 Aug 2023 06:30:32 GMT

Hi @Cjoan.

Thanks for getting back to us.

Have you been able to follow the advice provided and provide the number to our technical care team so they can look into this for you?

Katie

Re: Re: I cannot call a specific number

Cjoan — Mon, 14 Aug 2023 08:19:38 GMT

Hi

Yes. I have given them both numbers and so far no luck. Strange that other people who are not on the EE network have no problem.

Kind regards

Chris

Roomsense

Tel: xxxxxxxxx

[Mod edit: Please do not post phone numbers on the public board. Thanks!]

*** sent off-site on a mobile device ***

Kitchens - Bedrooms - Bathrooms

Re: Re: I cannot call a specific number

Katie_B — Mon, 14 Aug 2023 06:45:52 GMT

Thanks for confirming @Cjoan.

What was advised when you spoke with our technical care team?

Are they looking into this for you?

Katie

Re: Re: I cannot call a specific number

Cjoan — Mon, 14 Aug 2023 08:20:30 GMT

They are escalating it to another team.

Kind regards

Chris

Roomsense

Tel: xxxxxxxxxx

[Mod edit: Please do not post phone numbers on the public board. Thanks!]

*** sent off-site on a mobile device ***

Kitchens - Bedrooms - Bathrooms

Re: Re: I cannot call a specific number

Katie_B — Mon, 14 Aug 2023 09:03:22 GMT

Please be sure to let us know once you have an update @Cjoan.

Katie