topic Re: Can’t receive SMS abroad in Mobile Services

Can’t receive SMS abroad

chrisp10000 — Fri, 03 Feb 2023 01:03:09 GMT

I’m in Indonesia, and I’ve been on the same island connected to the same network since the 10th of Jan.

Sometime around the 24th Jan, I stopped receiving SMS messages which I need for online banking.

I have an iPhone 11 with a local SIM, and my EE line is an eSIM. I’ve had this setup for 3 years with no trouble.

Can you help me troubleshoot why I’m not getting any SMS through on my EE line?

When I send messages (eg to 150 or 1024) I don’t get an error, but I don’t get a reply.

Re: Can’t receive SMS abroad

James_B — Fri, 03 Feb 2023 07:50:42 GMT

Hi @chrisp10000,

Welcome to the EE Community. 🙂

Are you able to receive texts from standard mobile numbers?

James

Re: Can’t receive SMS abroad

chrisp10000 — Fri, 03 Feb 2023 08:26:49 GMT

Hi James, no this does not work.

Re: Can’t receive SMS abroad

James_B — Fri, 03 Feb 2023 08:30:50 GMT

Hi @chrisp10000,

Are you able to make calls or use mobile data?

Does your phone show it is connected to a local network?

James

Re: Can’t receive SMS abroad

chrisp10000 — Fri, 03 Feb 2023 08:49:35 GMT

Hi,

yes I am connected to TSEL on this line

i can make a call, when I dial 150 on this line it says “hello Chris welcome to EE”

I won’t try to use data as I have a local sim for that

only SMS does not work.

Re: Can’t receive SMS abroad

James_B — Fri, 03 Feb 2023 08:53:06 GMT

Hi @chrisp10000,

Are you able to select a different roaming network manually, or is TSEL the only network available?

Have you been able to test your phone in more than one location?

James

Re: Can’t receive SMS abroad

chrisp10000 — Fri, 03 Feb 2023 08:59:30 GMT

When I try to select a different network it does not connect at all

I am on a small island - I can’t easily change location. Is there anything I can test here?

this used to work!

Re: Can’t receive SMS abroad

James_B — Fri, 03 Feb 2023 09:04:46 GMT

Hi @chrisp10000,

It could be a local network issue. I'd recommend contacting our Technical Support Team so a member of the team can take a look at this issue for you.

They'll be happy to help. 🙂

James

Re: Can’t receive SMS abroad

chrisp10000 — Fri, 03 Feb 2023 09:23:03 GMT

Hi, I’d love to but Tech Support messaging is unavailable:

Message us

Messaging is currently unavailable. We apologise for any inconvenience caused.

and calls to a UK number are prohibitively expensive (£2 a minute)

Are there any options for contacting technical support that will not cost me £40 for a 20 minute call?

thanks

Re: Can’t receive SMS abroad

James_B — Fri, 03 Feb 2023 09:27:57 GMT

Hi @chrisp10000,

Are you able to call via an app, such as Skype?

James

Re: Can’t receive SMS abroad

chrisp10000 — Fri, 03 Feb 2023 09:35:22 GMT

Yes that would work. A bit disappointing that there is no free option. They don’t have an email address?

Re: Can’t receive SMS abroad

James_B — Fri, 03 Feb 2023 09:44:19 GMT

Hi @chrisp10000,

Sorry, our Technical Support Team aren't contactable via email.

James

Re: Can’t receive SMS abroad

chrisp10000 — Sun, 05 Feb 2023 04:55:56 GMT

I phoned technical support from my laptop using Skype. They ran through a few things and the one that worked was selecting another network. I had already tried this on this thread, but somehow it worked when I did it again (and waited for it to connect)

INDOSAT lets me receive SMS but TSEL does not. So I’ve marked that suggestion on this thread as the solution. Thanks James

Re: Can’t receive SMS abroad

Katie_B — Sun, 05 Feb 2023 07:18:54 GMT

Thanks for coming back and letting us know @chrisp10000.

Take care,

Katie 🙂

Re: Can’t receive SMS abroad

thhh2318 — Mon, 01 Jul 2024 22:13:45 GMT

Hi, may I ask the details on how you receive the SMS message at last. This means a lot for me! Thank you!