topic Re: Not receiving text messages from UK whilst abroad. in Mobile Services

Not receiving text messages from UK whilst abroad.

kwatts — Thu, 06 May 2021 10:38:46 GMT

Help please, I have always received UK text messages whilst abroad, but this time not. Nothing from EE confirming roaming (and everything else), and can't get SMS access codes either, which are pretty vital for logging into certain accounts.

I've tried airplane mode on/off, switching sims, turning phone on/off.
I have also tried putting the SIM card into my tablet. This resulted in my getting the EE roaming texts but no others. (I have had friends SMS me as a test - nothing received.)

I'm on EE contract; dual SIM, Samsung Galaxy A3 2016
Currently in Russia.
It's always worked in the past, last time in December.

Any help please as I need to access certain accounts!!

I have tried ideas from other posts (so not being lazy) but no joy.

Re: Not receiving text messages from UK whilst abroad.

bristolian — Thu, 06 May 2021 10:47:48 GMT

Hi @kwatts

Are you able to make & receive calls ok? Does this happen if you swap between local networks in Russia?

Is the EE SIM that you're having issues with, set as the primary/active SIM for data/texts?

Re: Not receiving text messages from UK whilst abroad.

kwatts — Thu, 06 May 2021 11:00:25 GMT

Thank you. By swapping between tablet and phone I think that I have identified the problem. The SIM card isn't working. I have just renewed my contract with EE and, as part of that, had one number changed. Despite sending me the correct new SIM I think that they have disabled the wrong one!!

Where I thought that I had received the previous messages via my XXXX...168 number I suspect that the messages pre-dated the swap.

Looks like a call to EE urgently.

Thank you for your help.

Re: Not receiving text messages from UK whilst abroad.

kwatts — Thu, 06 May 2021 11:24:50 GMT

In case anyone else has the same problem....

Just spoke with EE customer service by Skype:

When they renewed my contract they didn't enable any form of roaming for the phone number. Hence it was blocked abroad. They have reinstated roaming meaning that I now have lots of texts arriving.

Thank you all for your interests.

Re: Not receiving text messages from UK whilst abroad.

Leanne_T — Thu, 06 May 2021 11:32:17 GMT

Hi @kwatts

Thanks for coming back to the community and letting us know.

Glad to hear this is now sorted for you.

Thanks 🙂

Leanne.

Re: Not receiving text messages from UK whilst abroad.

snoopdog1 — Thu, 18 Nov 2021 06:41:39 GMT

I am having such issues. EE set as roaming in Germany on my phone yet no OTP nor any SMS's from the UK, although other EU nation's SMS's arrive ok...strange...registered with O2-de. Please help.

Re: Not receiving text messages from UK whilst abroad.

James_B — Thu, 18 Nov 2021 07:43:29 GMT

Hi @snoopdog1,

Welcome to the EE Community. 🙂

Just to confirm, everything is working as it should, apart from receiving SMS from contacts in the UK?

James

Re: Not receiving text messages from UK whilst abroad.

snoopdog1 — Tue, 23 Nov 2021 06:04:19 GMT

Hi James_B. Thanks for getting back to me. Yes. All works well apart from sms's from the UK on 02-de network. I receive sms's from any EU country on o2-de. However, strangely, I receive UK sms's if I latch on to Vodafone-de. The problem I face is that the Vodafone-de network signal is extremely poor here where I am, i.e., switches on and off and have to keep resetting network every five mins. The o2-de signal is consistent and good but can't receive sms;s from the UK. Damn nuisance. It seems like the sms o2-de n EE agreement is questionable? EE back office is looking into it. But not resolved.

Re: Not receiving text messages from UK whilst abroad.

Jon_K — Tue, 23 Nov 2021 07:49:05 GMT

Thanks @snoopdog1.

Did you get in touch with our Customer Care team to get this investigated?

Are there any other available networks?

Jon

Re: Not receiving text messages from UK whilst abroad.

snoopdog1 — Tue, 30 Nov 2021 06:52:06 GMT

Hi @James_BThanks for getting back to me. Yes. All works well apart from SMS's from the UK only on 02-de network. However, I receive SMS's from any EU country on o2-de. Strangely, I receive UK SMS's if I latch on to Vodafone-de. The problem I face is that the Vodafone-de network signal is extremely poor where I am, i.e., switches on and off and have to keep resetting the network every five mins. The o2-de signal is consistent and good but can't receive SMS's from the UK. Damn nuisance. It seems like the SMS o2-de and EE agreement is questionable? EE back office is looking into it. But not resolved. Still not resolved.

Re: Not receiving text messages from UK whilst abroad.

James_B — Tue, 30 Nov 2021 07:53:40 GMT

Hi @snoopdog1,

I'm sorry this issue hasn't been resolved yet, but glad it is under investigation.

Please keep us updated.

James