topic Re: Unable to receive SMA while in Ghana in Mobile Services

Unable to receive SMA while in Ghana

Law53 — Mon, 15 Jan 2024 11:48:24 GMT

I am on PAYG and since I arrived in Ghana SMS has stopped receiving I only received sms for couple of days and its stopped, I can receive call OK, I tried changing roaming network to either Vodafone or MTN and both comes out as NO service and cant connect to the two networks listed when I go manual network select. I can only roam on AirtelTigo network. Without SMS I cant receive OTP for other service I need while away from UK.

Re: Unable to receive SMA while in Ghana

Katie_B — Mon, 15 Jan 2024 13:36:10 GMT

Hi @Law53.

Thanks for coming here.

Is the AirtelTigo network the network you could originally receive texts on?

Have you tried rebooting your phone?

Are you aware of anyone else experiencing this?

Speak soon,

Katie

Re: Unable to receive SMA while in Ghana

Law53 — Mon, 15 Jan 2024 13:41:12 GMT

yes, I guess phone automatically roamin AirtelTigo and I did receive the first message from EE about roaming charges and couple of bank sms then it stopped.

Re: Unable to receive SMA while in Ghana

Law53 — Mon, 15 Jan 2024 13:47:06 GMT

Phone has been reboot several times, been on twitter with customer support and after half a day they refer me to Level 2 support on chat but not been able to get unto chat both on EE app and on laptop..

No idea if anyone else is seeing same issue but why can I choose another network apart from airtelTigo

Re: Unable to receive SMA while in Ghana

Katie_B — Mon, 15 Jan 2024 14:05:32 GMT

Thanks for confirming @Law53.

Are you aware if its just bank SMS texts that you aren't receiving?

Katie

Re: Unable to receive SMA while in Ghana

bristolian — Mon, 15 Jan 2024 15:49:48 GMT

Do you receive a test SMS that you send to yourself?

Re: Unable to receive SMA while in Ghana

Law53 — Mon, 15 Jan 2024 17:06:59 GMT

I have not sent a message from my EE number to myself but have sent message from MTN and AirtelTigo to my EE number and did not receive it. I am receiving text messages on my local number on the same phone ( dual SIM phone).

Re: Unable to receive SMA while in Ghana

Leanne_T — Mon, 15 Jan 2024 18:13:38 GMT

Hi @Law53

I would suggest getting in touch with our mobile guides to get this fully investigated.

Please see our Contact EE for ways to contact us from any other phone.

Leanne.

Re: Unable to receive SMA while in Ghana

Law53 — Mon, 15 Jan 2024 20:06:02 GMT

I tried and the support guy refer me to Level 2 support , he said I should use chat messaging to avoid roaming charges but I have not been able to get anyone on chat the whole day, I understand chat option become available only when there is a free support guy.

This is a nightmare !!!

Re: Unable to receive SMA while in Ghana

bristolian — Mon, 15 Jan 2024 20:10:59 GMT

@Law53 wrote:

I tried and the support guy refer me to Level 2 support , he said I should use chat messaging

Were Level 2 prepared to open a fault investigation for you? Suggesting an alternative service without the same level of functionality is certainly a novel approach to technical support.

Re: Unable to receive SMA while in Ghana

Law53 — Mon, 15 Jan 2024 20:17:23 GMT

I couldn't even talk to a level 2 person as chat was not available.

Re: Unable to receive SMA while in Ghana

Law53 — Mon, 15 Jan 2024 20:26:59 GMT

EE should think about supporting their customers when abroad by providing options of contact to avoid roaming charges. Many customer services these days uses social media for customer support instead of phone calls while roaming. WhatsApp, Facebook or X are all cheaper ways of providing support.

Re: Unable to receive SMA while in Ghana

Katie_B — Tue, 16 Jan 2024 07:36:19 GMT

Hello @Law53.

Have you been able to try contacting us from another phone?

Do you have access to Skype?

Speak soon,

Katie

Re: Unable to receive SMA while in Ghana

Law53 — Tue, 16 Jan 2024 11:38:13 GMT

Contacting EE from a other. makes no difference as I have to pay for international call. Yes I can.have access to Skype, I have internet over WiFi . I am sure this is EE issue and has to be officially logged as an issue of the network. I have inserted my EE SIM into a new phone ( factory reset) and same issue, no SMS, can't change network from automatically select network to manual.

Re: Unable to receive SMA while in Ghana

Katie_B — Tue, 16 Jan 2024 11:40:00 GMT

Are you able to try calling over Skype @Law53?

This should avoid roaming charges.

Katie

Re: Unable to receive SMA while in Ghana

Law53 — Tue, 16 Jan 2024 11:46:25 GMT

Yes I have Skype , how do I contact EE through skype

Re: Unable to receive SMA while in Ghana

XRaySpeX — Tue, 16 Jan 2024 11:57:32 GMT

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Unable to receive SMA while in Ghana

Law53 — Tue, 16 Jan 2024 14:13:30 GMT

Very helpful with this information, I was able to call EE CS using skype .

Level 2 support could not rectify the issue having been of the phone for more than an hour. I can make calls, receive calls, send txt message ( standard) or with RCS chats without any issues, BUT receiving txt message is the issue and CS is saying its the local network signal is low, so why only receiving text messages is signal related and not the other working stuff.

Re: Unable to receive SMA while in Ghana

bristolian — Tue, 16 Jan 2024 14:18:05 GMT

@Law53 wrote:

BUT receiving txt message is the issue and CS is saying its the local network signal is low, so why only receiving text messages is signal related and not the other working stuff.

I would be very interested to hear any TS' explanation for that exact question!

Your issue has nothing to with the radio access element that "L2" are focusing on, and is being caused by something in the core/central network.

Re: Unable to receive SMA while in Ghana

Law53 — Tue, 16 Jan 2024 14:31:34 GMT

There are 3 networks here and I should be able to roam on the other network to eliminate any network issue but that is not possible too, I can't manually choose GH Vodafone or GH MTN as preferred network to see if the issue is related to AirtelTigo that EE automatically registers on.

Both GH Vodafone and GH MTN comes out with NO Service,selected network unavailable 😞 this is odd for EE not roaming on vodafone network