topic Re: Can’t make calls in Malaysia in Mobile Services

Can’t make calls in Malaysia

EJAD — Wed, 23 Aug 2023 09:17:38 GMT

On holiday and have roaming on /I have a monthly roaming plan but I can’t send texts or make calls. Any help would be appreciated.

Re: Can’t make calls in Malaysia

Leanne_T — Wed, 23 Aug 2023 11:29:40 GMT

Hi @EJAD

Thanks for coming here.

Calls and texts would be chargeable in Malaysia, full charges can be found here - Roaming Costs | Help | EE

Do you have signal showing?

Leanne 🙂

Re: Can’t make calls in Malaysia

EJAD — Wed, 23 Aug 2023 11:32:12 GMT

None

Re: Can’t make calls in Malaysia

Leanne_T — Wed, 23 Aug 2023 11:50:29 GMT

Thanks @EJAD

Did you text ROAMING to 150 before travelling to make sure you had roaming set up for using the phone in Malaysia?

Leanne.

Re: Can’t make calls in Malaysia

EJAD — Wed, 23 Aug 2023 12:22:12 GMT

No….

Re: Can’t make calls in Malaysia

Leanne_T — Wed, 23 Aug 2023 12:24:50 GMT

Thanks @EJAD

In this case we would need to check everything is set up for you on the account, to do this please call us on +44 7953966250 from any other phone or calling app and the team will help you further.

Leanne.

Re: Can’t make calls in Malaysia

bristolian — Wed, 23 Aug 2023 17:57:54 GMT

@EJAD wrote:

On holiday and have roaming on /I have a monthly roaming plan

These two bits are different concepts.

"Having roaming on" means enabling the roaming facility - allowing your phone to connect to foreign networks. Usually done by texting ROAMING to 150 from the UK.

"Have a monthly roaming plan" or a billing add-on reduces the cost of roaming but does not automatically enable the roaming facility.

You appear to have satisfied point 2 but not point 1.

Re: Can’t make calls in Malaysia

EJAD — Wed, 23 Aug 2023 22:28:31 GMT

Hi thanks for your response, I’ve had someone back in the UK on the phone to EE for many hours yesterday trying to resolve and yes you’re right, I should have set up roaming before I left uk. Still not resolved. I’ve now bought a data package that I can’t access. It rumbles on…

Re: Can’t make calls in Malaysia

bristolian — Wed, 23 Aug 2023 22:36:38 GMT

Roaming activation can be requested by anyone with account access - but this is rightly restricted to those with knowledge of your account security.

Without roaming, mobile network access will be prevented abroad. This will affect calls, texts & mobile data which all use the mobile network.

Re: Can’t make calls in Malaysia

EJAD — Wed, 23 Aug 2023 22:43:31 GMT

Thanks, yes is an unfortunate lesson to learn after the event. Thanks for your help.