topic Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad in Mobile Services

Voice msg asking for personal ID no. when trying to call UK nos. from abroad

Suze33 — Wed, 01 Feb 2023 22:12:57 GMT

I am abroad and have a roaming package. Yesterday I was able to call UK numbers no trouble. Today I get a voice message: "Welcome - please enter your personal identification number to conference"

Help please! I just want to be able to call some numbers back home!

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

bristolian — Wed, 01 Feb 2023 22:42:20 GMT

Have you tried connecting to an alternative local network?

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

Suze33 — Wed, 01 Feb 2023 23:53:54 GMT

yes - Sod's law I've just got onto another network, having tried unsuccessfully for hours. Maybe it's a mast issue?

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

DS49 — Thu, 02 Feb 2023 02:08:51 GMT

I’m currently in South America and this happened to me this morning on both my phones which have the roaming packages.

I spent three hours online with EE digital tech with no joy. Reset my network which was a waste of time plus lost all my internet passwords and Bluetooth connections which would’ve been helpful to be told that first, tried different local networks, turned digital assist off and then they upped my spend cap ( not necessary at all ) problem still not solved and now can’t access my voicemail…….

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

Jon_K — Thu, 02 Feb 2023 07:50:47 GMT

Hi @DS49

Can you see if roaming is enabled in your My EE Account online?

Did our tech team give you any additional steps to try?

Jon

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

DS49 — Thu, 02 Feb 2023 08:32:44 GMT

Hi Jon

Yes we went through the roaming settings and also through the checks I listed earlier. They also increased my spend cap the make sure I hadn’t reached that , which it wasn’t that either. I’m now getting a message in Spanish instead of English and then it hangs up my call whenever I try calling anyone including EE ..

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

Jon_K — Thu, 02 Feb 2023 09:22:27 GMT

Thanks @DS49

Apart from the two phones you've mentioned, do you know of anyone else who has a UK phone that is working?

What network are you currently connected to?

Jon

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

bristolian — Thu, 02 Feb 2023 10:16:07 GMT

If you are abroad, roaming is enabled and working but you have issues seemingly at random, it will be a local network issue in the vast majority of cases.

Simply connecting to an alternative local network and/or toggling flight mode to, is therefore the likely fix in the same majority.

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

DS49 — Thu, 02 Feb 2023 13:13:09 GMT

Hi jon

i know someone on o2 here they haven’t had a problem yet.

im currently connected to movies star. I’ve tried AT&T and telcel they have no bars for signal strength when I connect to them.

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

DS49 — Thu, 02 Feb 2023 13:16:16 GMT

Hi Bristolian

there is no signal strength on the other two network options and I tried the toggling flight mode but still doesn’t work.
But thank you for the suggestion

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

Leanne_T — Thu, 02 Feb 2023 14:12:51 GMT

Hi @DS49

Thanks for coming back to us.

In this case, please get back in touch with our mobile care team who can run further checks and get this looked into for you.

Leanne.

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

DS49 — Thu, 02 Feb 2023 15:13:18 GMT

Hi Leanne

I spent over 3 hours continuously on line to your support team to no avail basically all afternoon in my room and they said “Okay, have checked and tried all the steps and still your calls are not connecting so I am now escalating your issue to level 2 team and arranging a call back for you.

Please help me with your email id and post code.”

still waiting for the call back… appreciate any assistance as this is day two. I can receive calls but not make them to mobile lines only landlines… I cannot even call yourselves only message through your app.

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

Leanne_T — Thu, 02 Feb 2023 17:10:46 GMT

Hi @DS49

You have done the right thing contacting us for this to be investigated, and once the level 2 team have looked into this for you, they will get back to you with an update.

I hope this is sorted soon for you.

Leanne.

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

DS49 — Thu, 02 Feb 2023 19:57:13 GMT

Hi Leanne

i would love to say they have but after one attempt to contact me they have closed the case . I spent over 3 hours wasting my holiday with them and they could only try once. Then I received a text telling me they would call me in a few minutes but I received this after they called, more than one attempt at a call back would of been great as the issue is not resolved and now I’ll have to go through the whole process again

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

Christopher_G — Fri, 03 Feb 2023 07:47:28 GMT

Hi @DS49

When did they try that first call? Have they tried to speak to you again since?

Chris

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

JJ9Jess — Thu, 16 Mar 2023 18:07:28 GMT

Hi, did this ever get resolved? I am having the same issue and can’t get to the bottom of it! Thank you 🙂

Re: Voice msg asking for personal ID no. when trying to call UK nos. from abroad

Katie_B — Fri, 17 Mar 2023 07:38:19 GMT

Good morning @JJ9Jess.

Welcome to the community.

Please could you confirm whereabouts you are roaming?

Have you been able to make calls at all?

Speak soon,

Katie