topic Re: Sorry, your call cannot be continued in Mobile Services

Sorry, your call cannot be continued

MikeG996 — Sat, 29 Jun 2024 18:22:43 GMT

I have had the same SIM & number for 5 years and have travelled abroad regularly.

I landed in Tenerife on Thursday morning & immediately purchased a Roaming pack however whenever I dial a UK number I recieve the recorded message "Sorry, your call cannot be continued".

There is no "Live chat" option in the app and I do not have another phone with which to call EE. I have logged this twice as a complaint however EE have done nothing about it.

I desperately need to get this working as I need to be in constant contact with my mother's carers. EE just don't seem to care & it is upsetting me greatly.

Any advice would be gratefully received.

Re: Sorry, your call cannot be continued

bristolian — Sat, 29 Jun 2024 18:57:16 GMT

Are you on PAYG or pay-monthly?

Have you tried manually selecting an alternative local network, and was the result of trying to make a call, identical?

Re: Sorry, your call cannot be continued

XRaySpeX — Sat, 29 Jun 2024 19:00:01 GMT

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Sorry, your call cannot be continued

bristolian — Sat, 29 Jun 2024 19:06:10 GMT

If you've "travelled abroad regularly" previously, I'm presuming you've used your phone accordingly and thus roaming is already enabled. Please confirm if that is not the case.

Along with my previous question at 7.56pm

Re: Sorry, your call cannot be continued

MikeG996 — Sun, 30 Jun 2024 08:31:58 GMT

Hi,

Thank you for your replies.

I'm on PAYG & have over £35 in credit. The phone has worked for the last 5 years in France, Mainland Spain, the Balierics, Greece, Turkey & Tenerife (where I am now).

I have tried setting the network manually - only Orange allows me to register.

Re: Sorry, your call cannot be continued

MikeG996 — Sun, 30 Jun 2024 08:35:49 GMT

Hi,

Thank you for your reply.

I'm on PAYG. The phone has previously been used in Europe & where I am now (Tenerife) without any problems or changes of settings.

Thanks for the Skype suggestion.

Re: Sorry, your call cannot be continued

XRaySpeX — Sun, 30 Jun 2024 09:14:26 GMT

Does it allow you to text AL to 150? If so, what is the full response?

Re: Sorry, your call cannot be continued

MikeG996 — Sun, 30 Jun 2024 09:38:47 GMT

I managed to get through to EE through Skype as you suggested.

The call was escalated to their second line support who managed to fix the issue (no idea how).

Thanks for your Skype advice - life saver.

Regards, Mike

Re: Sorry, your call cannot be continued

XRaySpeX — Sun, 30 Jun 2024 09:54:12 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.