topic Re: Phone not working in Australia in Mobile Services

Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 01:37:42 GMT

Have been visoting Austrai for 20 years and pbones have always been fine.

Have paid for roam further but not phone access, or intdrnational calls nor any wecome to aus.

Dont have any access to complain

Wifi son in uk but ee would not do anything for him

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 01:31:05 GMT

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 01:39:36 GMT

That should say dont have any phone access or able to mske international calls to contact ee

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 02:55:12 GMT

On web vis wifi my accounts days i can use my phone same as uk

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 05:43:41 GMT

So EE has no contact or help unless in uk or able to phone them, which as my phone not working even via wifi am not able to get any help. Actually dont want help want EE to make phone work as i have paid them to do it.

Possibly they need to make access simpler

Re: Phone not working in Australia

Christopher_G — Mon, 18 Dec 2023 07:40:38 GMT

Hi @Pwilliams10

Welcome to the community.

Sorry to hear that you're having some problems with your phone? Have you tried restarting it? Have you tried manually connecting to another available network?

Chris

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 08:13:58 GMT

Restarted numerous times and tried manually to change to others ie Telstra and Vodaphone but not connection at all. Currently Optus but restricted to emergency only

send any reply to
XXXXXXXXXXXX

[Mod Edit: Removed email address]

Re: Phone not working in Australia

Christopher_G — Mon, 18 Dec 2023 08:14:56 GMT

Are you on a pay monthly contract or pay as you go, @Pwilliams10?

It's strange that you're not getting any connection at all.

Chris

Re: Phone not working in Australia

Chris_B — Mon, 18 Dec 2023 08:23:41 GMT

@Pwilliams10 Make what work ?

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 10:36:05 GMT

I am pay monthly.
I had texts from Ee before i left uk saying roam further and mobile date added.

send any reply to
XXXXXXXXXXXXX

[Mod Edit: Removed email address]

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 11:19:46 GMT

At that time i could not make any headway with this , i was not familiar with its curious way of working.
Subsequently sorted by trial and error

send any reply to
[Mod edit: Please do not post your email address in this public forum. Thanks]

Re: Phone not working in Australia

Christopher_G — Mon, 18 Dec 2023 10:47:02 GMT

OK, thanks @Pwilliams10

Those messages seem to confirm that the add-ons/inclusive extras are in place, but the ability to roam abroad needs to be activated on the SIM too. I know you've went abroad before, which usually means that the SIM is set up, but I recommend speaking with our Mobile Care team, just to make sure.

If you have access to your EE App, you may be able to start a live chat through the help section.

Chris

Re: Phone not working in Australia

bristolian — Mon, 18 Dec 2023 12:43:17 GMT

To add, in your first post you mentioned "Have paid for roam further but not phone access, or intdrnational calls nor any wecome to aus."

The roaming facility, which enables access to foreign networks, is free of charge and is crucial to having coverage outside the UK.

What you've paid for is a billing add-on, which reduces the cost of using that facility. Once the roaming facility is enabled, there's not usually any reason for it to be removed.

Re: Phone not working in Australia

Pwilliams10 — Tue, 19 Dec 2023 09:52:14 GMT

Yes that was a typo , for Not it should read have No phone access or internationsl calls, as the subsequent messaage.

*************

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 14:16:37 GMT

My sim shows roaming and neteork as optus but mobile network state unknown.

Optus indicate restricted.

The Ee web chat eventually gets to saying call them which i cannot do as phone restricted and ccannot make intrnationsl calls.

Nothing i put on 150 gets through just fails

Re: Phone not working in Australia

bristolian — Mon, 18 Dec 2023 14:22:15 GMT

WIthout a mobile network connection, then anything reliant on that - calls included - should be expected to fail.

Your symptoms are consistent with roaming not being active, or being set to EU-only. The only current mystery is exactly where your "SIM shows roaming"?

You may need to find another means to contact CS - a web-calling app such as Skype may be a solution, or obtaining access to another working phone.

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 15:05:00 GMT

I see i wad erong i did grt erlvom to zaud frkm ee

Welcome to Australia. You have a Go Further add on. This means you can call and text within Australia or back to the UK and use your data (up to 50GB fair usage) as you would in the UK. Click ee.co.uk/go-further for more details.

For the best network coverage your handset must automatically select a network. To do this, choose your phone from: http://ee.co.uk/help/phones-and-device next select 'Connectivity' then 'Selecting Network'

Re: Phone not working in Australia

Pwilliams10 — Mon, 18 Dec 2023 15:09:22 GMT

I see i was wrong i get s eelcom to sud from ee

Re: Phone not working in Australia

bristolian — Mon, 18 Dec 2023 15:13:36 GMT

To have received a welcome message demonstrates you had a mobile network connection and thus roaming is active.

If you are subsequently not able to connect to any local operator, may require a fault investigation raising by EE

Re: Phone not working in Australia

Pwilliams10 — Tue, 19 Dec 2023 00:16:09 GMT

So back to start no apparrent way to contact ee for help when phone not working.

Chat bot told me to phone. Son in uk told he wasnt account holder. 8 hr time dif doesnt help