topic Re: Can get data sometimes but not make calls in canada in Mobile Services

Can get data sometimes but not make calls in canada

Luke232 — Thu, 26 Oct 2023 08:18:11 GMT

I have roam enabled and can get 4g data but not make any calls. It is sos only or very low bar on manual selection. Though 4g appears. All calls fail even when manually selecting the network. Any help gratefully received as I can’t phone ee to get help. Been able to use facetime etc.

Re: Can get data sometimes but not make calls in canada

bristolian — Thu, 26 Oct 2023 08:21:45 GMT

Does VoLTE (Android) or 4G-calling (Apple) show on-screen alongside the coverage indicators? And is this behaviour consistent across all available networks?

Your description suggests poor coverage in this locality - does this problem exist in other good coverage areas?

Also check you don't have an active spend cap - https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap

Re: Can get data sometimes but not make calls in canada

Luke232 — Thu, 26 Oct 2023 13:55:11 GMT

Thank you for helping. I’m on an iPhone. This is what I have atm.

Before it had 4g and no bars but I was able to make a FaceTime call. Which is all consistent with your diagnosis. As is this issue of spinning wheel when I turn network off automatic.

But I am in the middle of Vancouver and don’t think the signal would be that weak. And there is no wifi calling either if that helps?. So I wondered if I perhaps need to do something else. Maybe some sort of profile or network setting?

So far I’ve added a £20 spend cap. Toggled airplane mode. Reset the network settings and have check that roam abroad is active on my account. The real frustration is there does not seem to be a way to contact EE at all with my issues except via this forum.

I will go downtown now and see if I can get a different set of networks appear and screen grab that and share those once I’m back on wifi.

Re: Can get data sometimes but not make calls in canada

Leanne_T — Thu, 26 Oct 2023 14:25:57 GMT

Hi @Luke232

Is there anyone else with you on EE and able to connect to a network?

Please let us know how you get on in another area 🙂

Leanne.

Re: Can get data sometimes but not make calls in canada

Luke232 — Thu, 26 Oct 2023 17:24:38 GMT

hello,

no, I am on my own, and I have gone to a new area (the university) and have the same SOS only issue.

For a brief moment there was a 4g bell connection, and I tried to make a call to the ee help number +447953966250 and it looked like it was trying to connect, but it did not ring, it stalled and then failed.

I have the same here as before. and no way of phoning EE for help.

I will try another area in the university and see if that is any different.

Re: Can get data sometimes but not make calls in canada

Leanne_T — Thu, 26 Oct 2023 17:26:28 GMT

I see, thank you @Luke232

Have you had any signal and networks showing since you landed?

Leanne.

Re: Can get data sometimes but not make calls in canada

Luke232 — Thu, 26 Oct 2023 17:26:52 GMT

I talked to a local and they told me that they had good coverage on 'freedom', which I can see on the list. When I 'network selection' freedom I get the same sos only

Re: Can get data sometimes but not make calls in canada

Luke232 — Thu, 26 Oct 2023 17:28:40 GMT

I have been able to make a FaceTime call, but it was intermittent, but certainly there. As suggested by another poster, it looks like im I a really weak mobile / cell area , but the locals say this is not the case.

Re: Can get data sometimes but not make calls in canada

Leanne_T — Thu, 26 Oct 2023 17:31:31 GMT

I see @Luke232

Please try other areas if you can and let us know how you get on 🙂

Leanne.

Re: Can get data sometimes but not make calls in canada

bristolian — Thu, 26 Oct 2023 17:36:28 GMT

@Luke232 wrote:

Reset the network settings and have check that roam abroad is active on my account.

Roam Abroad is just a billing add-on, and is irrelevant so far as the roaming facility is concerned. Billing add-ons reduce the cost of roaming, but they don't give permission to connect to foreign networks. That's what texting ROAMING to 150 from the UK, does.

If you're using internet-based functions without access to WiFi, then you are using mobile data and therefore have a local network connection. If you are using WiFi to do this, then the possibility of roaming not being active (thus preventing your phone connecting to any Canadian networks) has not been disproven.

If you have travelled abroad without enabling roaming, you are correct to identify that a catch-22 situation has arisen and you'll need to make contact with EE CS via another means - either another working phone, or via a web-calling app such as Skype - call on +44 800 0798586

Re: Can get data sometimes but not make calls in canada

Luke232 — Thu, 26 Oct 2023 18:44:01 GMT

this is different, but still no calling

Re: Can get data sometimes but not make calls in canada

Luke232 — Thu, 26 Oct 2023 18:52:05 GMT

here is the screen from my account. I'll try again with the 'help line'

Re: Can get data sometimes but not make calls in canada

Luke232 — Thu, 26 Oct 2023 18:56:42 GMT

can you get a message to the EE CS to see if roaming has been activated on my account?

Re: Can get data sometimes but not make calls in canada

bristolian — Thu, 26 Oct 2023 19:26:52 GMT

All those screenshots show, is that your phone has data-roaming enabled, and you can view the costs to voice-roam & text-roaming.

As per previous posts, there is no evidence you have enabled roaming itself - without which you are unable to connect to foreign networks and consequently do anything that needs a network connection ... data-roam, text-roam or voice-roam.

There is no access to individual customer accounts on this public forum, which is why I previously advised - if you have travelled abroad without enabling roaming, you'll need to make contact with EE CS via another means - either another working phone, or via a web-calling app such as Skype - call on +44 800 0798586

Re: Can get data sometimes but not make calls in canada

XRaySpeX — Thu, 26 Oct 2023 19:37:28 GMT

Your 7:44 PM (last but 2) post is of your phone settings & has no bearing on the matter of making calls.

In your 7:52 PM (last but 1) post now click on the "Get ready to roam" & note the 1st bullet point:

Make sure your device is set up to roam by texting ROAMING to 150 (it's free)

Did you do this before leaving UK? Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Re: Can get data sometimes but not make calls in canada

XRaySpeX — Thu, 26 Oct 2023 19:32:44 GMT

No, This user discussion forum can have no access to your specific account. You need to raise this with CS. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.