topic Re: Unable to call Portuguese number while in Portugal in Mobile Services

Unable to call Portuguese number while in Portugal

Filmarc — Mon, 09 Jan 2023 15:16:53 GMT

Can’t seem to be able to call any Portuguese number while in Portugal.

Can call U.K. numbers ok. Roaming all set. Network fine.
150 confirmed roaming is set and ok to use. It’s a pay monthly product from way before Brexit so all is included.

What’s happening ??

Re: Unable to call Portuguese number while in Portugal

James_B — Mon, 09 Jan 2023 17:25:08 GMT

Hi @Filmarc,

Welcome to the EE Community. 🙂

Did 150 check that international calling was setup, as well as roaming?

James

Re: Unable to call Portuguese number while in Portugal

bristolian — Mon, 09 Jan 2023 18:00:25 GMT

Does the same thing happen if you manually select a different local network?

Re: Unable to call Portuguese number while in Portugal

villa68 — Wed, 19 Apr 2023 20:00:42 GMT

is this still live as i am having a problem here in Portugal when call one particular Portuguese number which is on the Meo network. Can ring all other Portuguese numbers but this one. Spent hours at Meo in Portugal and on 150 at EE. The only thing that EE suggests is a new sim. however i have had another ee user in Portugal try the same Portuguese number and they are unable to get through!!!!!!!!!!!!

Re: Unable to call Portuguese number while in Portugal

James_B — Thu, 20 Apr 2023 06:39:44 GMT

Hi @villa68,

Welcome to the EE Community. 🙂

Are you able to call other users of that particular network?

James

Re: Unable to call Portuguese number while in Portugal

villa68 — Mon, 24 Apr 2023 16:10:09 GMT

yes i believe so

Re: Unable to call Portuguese number while in Portugal

Christopher_G — Mon, 24 Apr 2023 17:09:57 GMT

Have you tried connecting to a different available Portuguese network, @villa68?

Chris

Re: Unable to call Portuguese number while in Portugal

villa68 — Mon, 24 Apr 2023 20:37:34 GMT

It would seem that the provider in Portugal for EE customers is NOS. I am not able to change to any other provider, it wont allow me to.

The strange thing is that I know another EE user currently in Portugal who is not able to connect to the same number as I am having problems with.

Re: Unable to call Portuguese number while in Portugal

Leanne_T — Tue, 25 Apr 2023 06:39:18 GMT

Hi @villa68

Can you text the number?

Do you know if they can receive calls from other numbers?

Leanne.

Re: Unable to call Portuguese number while in Portugal

villa68 — Tue, 25 Apr 2023 14:22:41 GMT

Hi Leanne

Yes I can text the number, I can call it using whatsapp, yes they can receive calls from other numbers, however I only know one other EE user currently in Portugal and they are also unable to call the number in question, it does not connect, no dialing tone, just drop straight out.

Re: Unable to call Portuguese number while in Portugal

Leanne_T — Tue, 25 Apr 2023 14:35:43 GMT

Thanks @villa68

Do you know if the owner of the number you are trying to call, has been in touch with the network they are using to see if there are any blocks receiving calls?

Leanne.

Re: Unable to call Portuguese number while in Portugal

villa68 — Tue, 25 Apr 2023 16:05:26 GMT

Yes this is a family phone. We spent over 2 hours with the MEO techy people in Faro and they could find nothing wrong from their side, even replaced the SIM. Having said that, the following morning both my EE and the MEO one said updates had been run and both phones needed restarting. after doing that I was able to call the MEO phone for a day, then it went back to not connecting.

I am very suspicious that it is an EE/NOS problem otherwise why would 2 EE phones in Portugal be unable to connect to the same MEO number.

Just to add a little more to the story. Last year when I was here I suddenly had the same problem connecting to a Portuguese Vodafone number that previously I had been able to call, This lasted several weeks and at that time my EE phone was connected through the MEO network here. Suddenly out of the Blue I was able to call the Portuguese Vodafone number. The only difference I could see was that somewhere in the background my EE phone had been switched from MEO to NOS, nothing I had done.

Re: Unable to call Portuguese number while in Portugal

Christopher_G — Tue, 25 Apr 2023 18:03:27 GMT

Do you know any other users on a different UK operator can call that number, @villa68? I'm at a loss as to what could be causing this.

Chris

Re: Unable to call Portuguese number while in Portugal

villa68 — Tue, 25 Apr 2023 19:50:40 GMT

Yes.

Like you, I´m loss, sadly it is a very important family phone.

Re: Unable to call Portuguese number while in Portugal

Katie_B — Wed, 26 Apr 2023 07:01:34 GMT

Hi @villa68.

I completely understand.

I would recommend giving us a call and reporting this to our technical care team, the team will be able to complete further diagnostics for you.

Katie

Re: Unable to call Portuguese number while in Portugal

villa68 — Wed, 26 Apr 2023 09:34:45 GMT

Hi Katie

Spent a couple of hours on the phone talking to your tech team over 2 weeks ago. They did the checks, I switched the Sim to another phone, still not working. In the end they thought it might be the Sim, but if it is why is another EE user here in Portugal unable to call the Portuguese number, the same problem as me!!! They have sent a new Sim to my UK address, but not a lot of use as I will be in Portugal for some time and the Sim can only be activated in the UK.

Unfortunately other than the one here who has tried and failed to call the number, I don´t know any other EE users here or the UK that could try.

Re: Unable to call Portuguese number while in Portugal

Katie_B — Wed, 26 Apr 2023 09:41:40 GMT

Hi @villa68.

I would recommend following the advice from our technical care team. If this is not suitable please give us a call back and advise the team that another EE user is having the same issue.

Katie