topic Re: Re: Contacting EE from abroad with a phone that won't work in Mobile Services

Re: Contacting EE from abroad with a phone that won't work

AndyM12 — Wed, 22 Nov 2023 10:18:12 GMT

I have the same problem, normally in the US my phone works fine, now while texts work the phone won't work at all. I want a Chat conversation with ee but the link you provided to https://ee.co.uk/contact-ee has no "Start Conversation" function that I can see. Can you give more information on where to find this, it must surely exist?

Re: Re: Contacting EE from abroad with a phone that won't work

Katie_B — Wed, 22 Nov 2023 10:32:58 GMT

Hi @AndyM12.

The chat function has been removed from the help page and can now be found in the EE app under 'Help'.

Did you receive a welcome message when you arrived in the States?

Have you tried manually connecting to another available network?

Katie

Re: Re: Contacting EE from abroad with a phone that won't work

bristolian — Wed, 22 Nov 2023 10:46:16 GMT

Are you saying that you've used this same phone in the US previously?

Further, are you reporting that you can send & receive texts but not make or receive calls?

Are these symptoms identical on each local network that's available in your current location?

Re: Re: Contacting EE from abroad with a phone that won't work

AndyM12 — Wed, 22 Nov 2023 10:50:41 GMT

Thanks for replying! Yes, use this phone all the time, yes, can receive texts, only one operator available, T-Mobile (I'm in exactly the same location as on previous US visits). Get a generic message when try to use phone that the service is unavailable or restricted. UK colleagues can't get through to me either.

Re: Re: Contacting EE from abroad with a phone that won't work

Katie_B — Wed, 22 Nov 2023 11:00:28 GMT

Thanks for getting back to us @AndyM12.

Is anyone with you experiencing this?

Katie

Re: Re: Contacting EE from abroad with a phone that won't work

AndyM12 — Wed, 22 Nov 2023 11:52:04 GMT

Thanks, Katie. First, why on earth would you remove the chat function from the website? And if so, why would you not say on the website that it's on the app? EE has wasted a lot of my time (like this) just working out how to contact you; so much for a communications company. Second, on the matter at hand, I did receive a welcome message, and I have tried connecting to another network, Verizon, with the same result from a different American voice recording. No chance of you actually asking for my number and checking the problem, is there, instead of more wasted time chatting? I appreciate you're probably lovely but this is such poor service.

Re: Re: Contacting EE from abroad with a phone that won't work

Katie_B — Wed, 22 Nov 2023 12:47:00 GMT

Hi @AndyM12.

There has been a recent update which now places the Message Us option within the EE app under help.

I would love to be able to help further, however, we have no account access here on the community.

Please keep us updated following your conversation with our customer care team.

Katie

Re: Re: Contacting EE from abroad with a phone that won't work

bristolian — Wed, 22 Nov 2023 12:52:18 GMT

Sounds like the messages are generated by the host operator.

The symptoms suggest there's a VoLTE issue - the legacy 2G/3G techs have been removed thus preventing CSFB working for voice calls. Device/SIM combinations that support VoLTE (4G-calling) can use the 4G layer for voice, text & data. Lack of VoLTE allows data & text only.

Re: Re: Contacting EE from abroad with a phone that won't work

AndyM12 — Wed, 22 Nov 2023 15:56:13 GMT

There is nobody with me.

Re: Re: Contacting EE from abroad with a phone that won't work

AndyM12 — Wed, 22 Nov 2023 15:58:28 GMT

Thanks for your excellent technie knowledge, Bristolian! However, I'm not EE, it's all meaningless to me, I'm just a lowly customer with a phone that doesn't work. I want to find out how to talk to EE so they can sort this out.

Re: Re: Contacting EE from abroad with a phone that won't work

bristolian — Wed, 22 Nov 2023 16:13:50 GMT

Self-help here may avoid the need to speak to EE.

If you're using Android, check for "VoLTE" next to your signal indicators, Apple shows it as "4G-call".

If it's not shown.. then for Apple follow Settings > Cellular > Cellular Data Options and tap Enable LTE or Settings > Mobile Data and tap Enable LTE. Make sure "Voice & Data" is selected.

For Android, the location can vary but is generally under Settings > Network/Connections > Enable VoLTE.

Re: Re: Contacting EE from abroad with a phone that won't work

AndyM12 — Wed, 22 Nov 2023 19:57:00 GMT

Thanks again for your help. However (Android), "VoLTE calls SIM 2" was already switched on.

Re: Re: Contacting EE from abroad with a phone that won't work

bristolian — Wed, 22 Nov 2023 20:20:27 GMT

Does VoLTE show next to your signal indicators?

If yes, the logical assumption is there's an issue with the US network not allowing VoLTE calls with the facility enabled & displayed. This would potentially need EE to raise a faults ticket for further investigation.

If no, I'd query why your phone isn't displaying VoLTE with the toggle switch on. Toggling flight mode and VoLTE on/off would be the next step, to see if it can "kick in".

Re: Re: Contacting EE from abroad with a phone that won't work

AndyM12 — Wed, 22 Nov 2023 21:08:29 GMT

Hi Bristolian, no "VoLTE" showing in status indicators. Though do have 4G symbol. Tried that toggling to no avail.

Re: Re: Contacting EE from abroad with a phone that won't work

bristolian — Wed, 22 Nov 2023 23:11:54 GMT

That suggests the network is not allowing VoLTE setups, which explains the lack of ability to place calls.

Have you been able to make or receive calls in the US, or on that network, prior during this trip? That might suggest a config issue on the site serving your specific location.