topic Re: Unable to make calls to EE or contacts while abroad in Mobile Services

Unable to make calls to EE or contacts while abroad

APerkins — Wed, 10 Jul 2024 21:29:00 GMT

I’m currently abroad in the US and have duel SIM cards. Both a T-mobile in the states and EE in the UK. Unfortunately I found out recently that I cannot make calls to other UK numbers, being cited an error message that says the action cannot be completed. I’ve tried pay for the extra add-ons that should allow for calls while abroad. Likewise I have attempted to call customer service and even that is being blocked by EE. Now I can’t message the 150 number either.

Has anyone had this issue before? What can be done about it?

Re: Unable to make calls to EE or contacts while abroad

bristolian — Wed, 10 Jul 2024 21:51:13 GMT

Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks.

On PAYG, this is auto-enabled once your phone is used in the UK first.
On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

If you are on pay-monthly and now find yourself abroad without having enabled roaming, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 9566000 using a web-calling app such as Skype over WiFi.

Re: Unable to make calls to EE or contacts while abroad

APerkins — Thu, 11 Jul 2024 21:37:51 GMT

Okay, I will try calling them from a different phone. Up until this week I had been able to send text messages to other numbers, but now almost all of them that aren't iMessages are saying message failed, including the 150 number now. I thought I had enabled the roaming prior to going on holiday, so im very confused as to what's happening

Re: Unable to make calls to EE or contacts while abroad

bristolian — Thu, 11 Jul 2024 22:14:14 GMT

@APerkins wrote:

Up until this week I had been able to send text messages to other numbers

If you have been able to send texts whilst abroad previously, your phone has been connected to a foreign network and you have thus been roaming. One of two scenarios are most likely.

1: You were previously in the EU, and have EU-specific roaming enabled. The USA is not in the EU, and needs full global roaming. Advice to contact CS stands.

2: You have full global roaming enabled, and there's an issue with the specific local network you're connected to. Try toggling flight mode and/or manually select an alternative local operator.

Re: Unable to make calls to EE or contacts while abroad

Luke-59 — Fri, 20 Dec 2024 01:41:39 GMT

Hello, just wondering, I have a spin cap of £10 on my account and also Have.

500min International Add On
I only made a call from a different country for 18 seconds, but it’s saying that I’ve been over my spin cap when I haven’t when I’m paying £14 a month for this add-on could anybody give me a reason why showing that I’m going over my £10 spin cap When I have 500 minutes International Add-on

Re: Unable to make calls to EE or contacts while abroad

Lesley_W — Fri, 20 Dec 2024 08:51:20 GMT

Hi @Luke-59

We don't have access to your account here on the forum, do any charges show on your EE account online?

It's worth bearing in mind the 500 minute international add-on is for calls made from the UK and not for use while roaming. Are you currently abroad?

Lesley

Re: Unable to make calls to EE or contacts while abroad

Luke-59 — Fri, 20 Dec 2024 23:27:08 GMT

I have spoken to a EE guide earlier over the phone and then taking off my £10 Spinning cap and it should work now as it’s been taken off, but I will give it a go and let you know if I get a message back from but I’m sure I wouldn’t because it’s it sorted i’m sure I can make calls abroad now from the UK with the add-on
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