topic Re: Calls not working internationally in Mobile Services

Calls not working internationally

Clrichardson83 — Sat, 01 Apr 2023 09:57:18 GMT

I’m currently in New Zealand and have added the roam further package onto my monthly plan which means I should be able to use all my calls, data and texts as if I was in the UK but for some reason I can’t make any calls at all - not even to 150 for help. It just comes up with call failed.

can anyone help?

Re: Calls not working internationally

Chris_B — Sat, 01 Apr 2023 10:05:03 GMT

@Clrichardson83 did you enable roaming on your EE account? Purchasing add ons doesn’t enable roaming it’s just an add-on so you can use your allowances or keep the cost down when you’re abroad.. you’ll need to contact customer service to have roaming enable on your account. You can use live chat via your EE account to contact customer services but you’ll have to wait till an agent is free to chat. You should get a pop up asking you if you like to live chat. Alternatively you will have to call customer services from a different device on +44 7953 966 250

Re: Calls not working internationally

bristolian — Sat, 01 Apr 2023 10:09:33 GMT

To add - check whether your phone has signal indicators of a NZ mobile network - if it doesn't, that is the root of your problem as mentioned above.

If you have coverage of a Kiwi-network, then there may be an issue with that network - often manually selecting an alternate network and/or restarting your phone, can resolve that.

Re: Calls not working internationally

dexterkrol — Mon, 17 Apr 2023 18:01:42 GMT

I am in New Zealand at present and have exactly the same problem. I understood the EE roaming package covered New Zealand but my iPhone is not connecting to any local service provider and I cannot connect with 150 EE support

Re: Calls not working internationally

bristolian — Mon, 17 Apr 2023 18:10:19 GMT

Hi @dexterkrol

The post above from chris_b answers your questions.

Re: Calls not working internationally

Katie_B — Tue, 18 Apr 2023 06:32:04 GMT

Good morning @dexterkrol.

Welcome to the community.

Did you enable roaming before leaving the UK?

This could have been done by texting ROAMING to 150 or by giving us call?

Have you tried manually connecting to another available network?

Katie