topic Re: Calls when abroad in Mobile Services

Calls when abroad

BazzaS — Mon, 13 Feb 2023 20:00:22 GMT

I am in St Vincent. My data roaming is on. EE have confirmed I have worldwide roaming. I am connected to Digicel the local Caribbean network. I can call UK numbers. When I call a local (St Vincent) number I get "call ended" with no ringtone. Note that the local number, in the format I dialled is operational - my wife can contact it on her phone (also on Digicel). Using 150 I get "cannot connect the number dialed". Cannot find a way to talk to a human at EE.

Help please all guidance greatfully recieved. Thanks

Re: Calls when abroad

Chris_B — Mon, 13 Feb 2023 20:25:30 GMT

@BazzaS Try calling +44 7953 966 250 this is a chargeable call mind you.

Re: Calls when abroad

XRaySpeX — Mon, 13 Feb 2023 21:45:08 GMT

@BazzaS : Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Calls when abroad

BazzaS — Wed, 15 Feb 2023 12:11:25 GMT

Thank you ChrisB & Xray,

Unfortunately the EE phone numbers you have suggested all result in the same sequence: an email, a virtual chatbot, the option to call. This latter presents 150. Which when I dial it returns "cannot connect using the number dialled".

So I am no further forward still being unable to make local calls and unable to contact 150 and thus no human interaction.

Re: Calls when abroad

bristolian — Wed, 15 Feb 2023 12:44:16 GMT

Are you able to manually connect to Flow SVG?

Re: Calls when abroad

BazzaS — Wed, 15 Feb 2023 14:03:38 GMT

Hi bristolian,
Have just connected to FLOW and for good measure restarted my phone.
150 now connects and rings.
But still cannot ring local numbers - get 'call ended' with no ringtone.
Thanks

Re: Calls when abroad

Leanne_T — Wed, 15 Feb 2023 14:44:51 GMT

Hi @BazzaS

Thanks for trying this.

Please call us on 150 if the call now connects, and the team will get this looked into for you.

Leanne.

Re: Calls when abroad

BazzaS — Wed, 15 Feb 2023 15:07:38 GMT

Hi Leanne,
Called 150 got chatbot, option 'roaming', option 'call us' presents 150
(again!), dial 150 get "there's been a problem with your request",
presented with option 'call us'
In other words going round in circles.
Very unimpressed with EE at the moment - will probably revert to Vodaphone
when back in UK.
Thanks

Re: Calls when abroad

Leanne_T — Wed, 15 Feb 2023 15:38:57 GMT

Hi @BazzaS

If you select option 2 and the technical support this will get you to the correct team to get this looked into.

Leanne.

Re: Calls when abroad

BazzaS — Wed, 15 Feb 2023 16:08:38 GMT

Hi Lianne,
I used option 2 as advised and after identity checks a lady texted me a 6
digit pin. When I tap the pin I'm prompted to "call". When I call I get
"this number is not recognised".
How/where do I use this pin?
Thanks

Re: Calls when abroad

James_B — Wed, 15 Feb 2023 16:54:54 GMT

Hi @BazzaS,

Did the call end after you received the PIN? The advisor would normally ask you to give the PIN verbally to confirm your identity.

James

Re: Calls when abroad

BazzaS — Wed, 15 Feb 2023 17:01:38 GMT

Hi James,
The sequence:
I'm going to send you a pin
Got the text.
Call ended
Was never explained what to do with the pin, nor if it was time dependent.
So less than helpful I think.
So do I now have to repeat this rigmarole to get a new pin?

Re: Calls when abroad

James_B — Wed, 15 Feb 2023 17:27:07 GMT

Hi @BazzaS,

It sounds like your call was disconnected in error. Please get back in touch on 150 so the team can verify you and access your account.

Thanks

James

Re: Calls when abroad

bristolian — Wed, 15 Feb 2023 17:33:39 GMT

The symptoms described here, sound like "call abroad & premium rate" hasn't been enabled. As already advised - calling CS is the solution.