topic Re: International ring tone in Mobile Services

International ring tone

Dee087 — Fri, 17 May 2024 15:55:09 GMT

Hello,

Everyone calling me hears an international ringtone making it look like I'm abroad when I'm home.

What's wrong? any suggestions pls?

Thanks

Re: International ring tone

James_B — Fri, 17 May 2024 18:00:33 GMT

Hi @Dee087,

Welcome to the EE Community. 🙂

Our Technical Support Team will be happy to take a look at this issue if you get in touch on 150.

Thanks

James

Re: International ring tone

Dee087 — Sat, 18 May 2024 07:20:47 GMT

Hi James,

Thanks for your message. I have tried to get through to someone via 150 a few times already but it just doesn't seem like there's any option to speak to someone, all the options I tried led to some automated response.

Can you please advise the options to choose to speak to someone?

Thanks

Re: International ring tone

Patt1 — Sat, 18 May 2024 07:32:47 GMT

I always get through to a human quickly on 150 if I press option to wait rather than the option for someone to call you back.

Messaging service on the app is another avenue I use.

Re: International ring tone

Dee087 — Sat, 18 May 2024 10:28:03 GMT

what options do you select when they ask to choose pls? I didn't select the call back option but couldn't get to a human either

Re: International ring tone

Patt1 — Sat, 18 May 2024 10:52:47 GMT

When I ring 150 the recorded voice greets me by my name and I then press option 2, they send me a text to verify myself by typing yes and I always get through to speaking to an agent.

Re: International ring tone

Dee087 — Sun, 19 May 2024 14:40:38 GMT

that's not the same for me sadly, I still can't get through to someone on 150 to speak about my problem.

I just get a lot of options to choose and I have tried going through quite a few of them, but none gets me to a human.

Re: International ring tone

Leanne_T — Sun, 19 May 2024 14:58:56 GMT

Hi @Dee087

Thanks for coming back to us 🙂

Are you calling 150, and selecting option 1?

Do you get sent a text message with a link to complete some questions?

Leanne.

Re: International ring tone

Dee087 — Sun, 19 May 2024 15:14:58 GMT

I was going through option 2, just tried with option 1 and got a text but I see the same options as I heard them on the call with option 2. Any suggestion about the option to select to speak to someone about my issue ?

Re: International ring tone

Katie_B — Mon, 20 May 2024 07:01:25 GMT

Hello @Dee087.

What is the automated message that you hear?

I have tried calling 150 and selecting option 2 and can get through to the automated menu that will connect you to an agent.

Speak soon,

Katie

Re: International ring tone

Dee087 — Mon, 20 May 2024 09:33:31 GMT

Hello @Katie_B

Selection option 2 and going through further options for Tech support ends up with the call disconnected and some checks being carried out in the background. Any suggestions about the menu option I should be aiming at to speak to someone pls?

Thanks

Re: International ring tone

Katie_B — Mon, 20 May 2024 10:15:45 GMT

Do you receive a text after the checks have been done @Dee087?

I'd recommend these steps:

Call 150 and select option 2 then follow the steps below:

Option 1 > 1 > 2 > 1 > 1.

Katie

Re: International ring tone

Dee087 — Mon, 20 May 2024 10:44:31 GMT

Thanks @Katie_B , that helped.

Re: International ring tone

Katie_B — Mon, 20 May 2024 11:21:55 GMT

That's great to hear @Dee087.

Katie 🙂

Re: International ring tone

Dee087 — Wed, 19 Jun 2024 15:12:14 GMT

After spending hours with EE support over a few weeks, I'm still struggling with the same issue.

In the process of trying to resolve the international ring tone issue(which they were not able to resolve even after multiple calls), I was left with a new issue wherein I had no incoming calls at all. Once again EE support could not figure out a way to resolve this issue even after swapping my sim card with an e-sim or a new physical sim. I had a phone with no incoming for a week and EE could not do anything AT ALL. Thankfully, the issue went away one fine day and I was just happy to have a working phone connection.

In short, EE support could not resolve my original issue, gave me a new issue they were unable to resolve and at the end I am just left with the same issue & hours wasted on calls with them for no reason.

Re: International ring tone

bristolian — Wed, 19 Jun 2024 15:54:12 GMT

Was a fault ticket raised into the core network area? Whatever the issue is, and whatever functional impact it has, that's where it's likely to originate.