topic Re: Calling UK numbers when in France (I have free roaming) in Mobile Services

Calling UK numbers when in France (I have free roaming)

MCG2 — Tue, 06 Jun 2023 13:37:45 GMT

I am in France and I can't call any UK numbers (including UK mobiles in France). I can't call EE on 150, or on their full +44 helpline number - so can't get any help direct from EE. Can you help?

Re: Calling UK numbers when in France (I have free roaming)

James_B — Tue, 06 Jun 2023 15:39:24 GMT

Hi @MCG2,

Welcome to the EE Community. 🙂

Are you using a pay as you go or pay monthly plan?

James

Re: Calling UK numbers when in France (I have free roaming)

MCG2 — Tue, 06 Jun 2023 15:48:02 GMT

It’s a pay monthly plan, and it’s an old plan (out of contract) so it still includes free roaming. I can call French numbers without issue.

Re: Calling UK numbers when in France (I have free roaming)

James_B — Tue, 06 Jun 2023 15:49:00 GMT

What happens when you try to call a UK number @MCG2?

Do you hear a recorded message?

James

Re: Calling UK numbers when in France (I have free roaming)

MCG2 — Tue, 06 Jun 2023 17:50:02 GMT

I get a beep beep tone if the number I am calling is physically in the UK.
I get an error message in French when I call a UK mobile that is in France.

Re: Calling UK numbers when in France (I have free roaming)

James_B — Tue, 06 Jun 2023 18:02:23 GMT

Hi @MCG2,

This suggests there is an international calling bar on your account.

Please get in touch with Customer Care to remove it.

Thanks

James

Re: Calling UK numbers when in France (I have free roaming)

bristolian — Tue, 06 Jun 2023 18:16:33 GMT

Is this happening on multiple French networks?

Re: Calling UK numbers when in France (I have free roaming)

MCG2 — Tue, 06 Jun 2023 18:51:02 GMT

Thanks, that sounds like it could be it. Unfortunately I can’t get in touch with customer care as I can’t call 150 or UK numbers!

Re: Calling UK numbers when in France (I have free roaming)

MCG2 — Tue, 06 Jun 2023 18:55:02 GMT

Yes

Re: Calling UK numbers when in France (I have free roaming)

James_B — Wed, 07 Jun 2023 07:26:52 GMT

Hi @MCG2,

Do you have access to another phone you could call Customer Care from, or a web based calling app such as Skype?

James

Re: Calling UK numbers when in France (I have free roaming)

MCG2 — Wed, 07 Jun 2023 10:34:02 GMT

No I do not. It seems odd that call blocking would block EE 150 help line.

Re: Calling UK numbers when in France (I have free roaming)

James_B — Wed, 07 Jun 2023 12:28:45 GMT

Hi @MCG2,

Sorry, the international calling bar applies to any out of country calls when roaming.

James

Re: Calling UK numbers when in France (I have free roaming)

MCG2 — Wed, 07 Jun 2023 17:35:52 GMT

But calling the UK and other (than France) countries is included in my plan minutes…so this is barred even if there are no charges? (The point of barring being to prevent inadvertent charges, in particular when calling the EU from the UK which is chargeable as opposed to the EU from the EU which is not… which is highway robbery in my view).
This is really poor service and I will be calling EE as soon as I return.
Thanks for your help. It has been enlightening even if it means my issue remains unresolved.

Re: Calling UK numbers when in France (I have free roaming)

bristolian — Wed, 07 Jun 2023 18:31:20 GMT

@MCG2 wrote:
But calling the UK and other (than France) countries is included in my plan minutes…so this is barred even if there are no charges? (The point of barring being to prevent inadvertent charges

Excess charges are prevented or limited by use of a spend cap.

Call barring does what it says, and does not discriminate based on the cost of the barred call.