topic Re: Re: Roaming abroad plan and I cannot make calls to the UK in Mobile Services

Re: Roaming abroad plan and I cannot make calls to the UK

Simone32 — Wed, 13 Mar 2024 13:44:09 GMT

I am abroad in Trinidad and Tobago and can send and receive texts to the UK but cannot make calls. Yes I did call before I left the UK, yes my roaming is also on.

Re: Re: Roaming abroad plan and I cannot make calls to the UK

bristolian — Wed, 13 Mar 2024 13:54:14 GMT

Did you receive a welcome text when you first arrived abroad? What happens when you try making calls?

Are the symptoms identical on each local network?

Re: Re: Roaming abroad plan and I cannot make calls to the UK

Simone32 — Wed, 13 Mar 2024 15:27:52 GMT

Yes I received a welcome text.

When I try making calls it says - the owner of this account has restricted outgoing calls ID 15

Re: Re: Roaming abroad plan and I cannot make calls to the UK

James_B — Wed, 13 Mar 2024 18:53:56 GMT

Hi @Simone32,

Do you have a spend cap on your account?

James

Re: Re: Roaming abroad plan and I cannot make calls to the UK

Simone32 — Wed, 13 Mar 2024 21:56:56 GMT

I have no idea...how do you check?

Re: Re: Roaming abroad plan and I cannot make calls to the UK

bristolian — Wed, 13 Mar 2024 22:41:33 GMT

The text "spend cap" in the previous post was a weblink. Click it and Spend Cap will be explained, together with advice on how to check.

The symptoms of spend cap would be an ability to connect to local networks abroad but not incur additional charges, which calls & texts would be. If you're close to a cap, then smaller charges (such as texts) may be OK but larger charges for calls could be affected.

Re: Re: Roaming abroad plan and I cannot make calls to the UK

Simone32 — Thu, 14 Mar 2024 15:20:54 GMT

Thanks so much for all your assistance. I finally got to my link my SIM to my account and saw that my cap is zero.

I'm hoping this means I don't have a spend cap and all should be good with at least that part, no?

Re: Re: Roaming abroad plan and I cannot make calls to the UK

bristolian — Thu, 14 Mar 2024 15:24:38 GMT

If you have a spend cap of zero, this should be preventing charges applying - and will at least be part of the cause of your symptoms, if not the sole cause.

You will need to increase your spend cap to allow roaming charges to be incurred.