topic Re: Unable to call UK from Abroad in Mobile Services

Unable to call UK from Abroad

Aroaming05 — Sun, 13 Aug 2023 19:27:35 GMT

Hi, we have roaming Add ons but are unable to call UK from EU (“Dial assist” and “you do not have access to this number “ .) Incoming calls are coming through however. So we obviously can’t call CS and messaging is not available! Very frustrating. Can anyone help?

Re: Unable to call UK from Abroad

Katie_B — Mon, 14 Aug 2023 06:39:31 GMT

Good morning @Aroaming05.

Welcome to the community.

Have you tried manually connecting to another available network?

Are you able to send texts OK?

Katie

Re: Unable to call UK from Abroad

Aroaming05 — Mon, 14 Aug 2023 06:53:50 GMT

Thank you.
Yes we have tried other networks and no we can’t send texts.
We have 2 mobiles, one with the add on and the other one with roaming included in the plan.
Dialing an EU number DID connect with the add on. ( Haven’t tried the other one)

Re: Unable to call UK from Abroad

Katie_B — Mon, 14 Aug 2023 06:58:19 GMT

Thanks for confirming @Aroaming05.

Did you activate roaming by texting ROAMING to 150 before leaving the UK?

Katie

Re: Unable to call UK from Abroad

Aroaming05 — Mon, 14 Aug 2023 10:01:23 GMT

No, didn’t know about that-the account says it is active though. Heading back to the UK today so very disappointed!

Re: Unable to call UK from Abroad

Katie_B — Mon, 14 Aug 2023 10:10:38 GMT

Hi @Aroaming05.

I am sorry to hear this.

Roaming will need to be activated on your account for you to be able to use your phone whilst abroad.

Katie

Re: Unable to call UK from Abroad

Aroaming05 — Mon, 14 Aug 2023 10:31:01 GMT

But it is active according to the account online!

Re: Unable to call UK from Abroad

Katie_B — Mon, 14 Aug 2023 11:04:21 GMT

Hi @Aroaming05.

Having a roaming add-on does not automatically enable roaming on your account.

This needs to be activated by either texting ROAMING to 150 or by giving us a call.

Katie