topic Re: Unable to make calls within the USA on two UK EE Phones in Mobile Services

Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 11:46:13 GMT

My & my wife's phones are working with data in the USA OK.

We can make and receive UK calls.

We can send most texts.

We cannot make or receive USA calls, they fail.

All the options for connecting EE to report this problem result in failed calls or failed texts.

All of the solutions provided in the community fail.

As we are on a US driving trip it means if we breakdown on a freeway we cannot phone for help, not good.

I have asked my daughter in the UK, who is an EE customer, to try and contact them on our behalf. Unfortunately she is on holiday in the UK in an area with poor EE coverage!!!

Re: Unable to make calls within the USA on two UK EE Phones

Leanne_T — Sat, 13 Jul 2024 13:11:26 GMT

Hi there @Rex255

I am very sorry to hear this is happening.

Just to check, have you tried manually connecting to another network?

Also are you calling +44 (0)7953 966 150 to speak to one of our tech guides and get this looked into?

Leanne.

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 13:18:47 GMT

I have tried every which way and failed to get help.
I even tried texting 611 which is the T Mobile (EE parter in this bit of the US) contact text number and that failed.

Regards
Rex

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 13:21:44 GMT

Also are you calling +44 (0)7953 966 150 to speak to one of our tech guides and get this looked into?

This results in a failed call. Just checked again.

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 13:25:36 GMT

Just to check, have you tried manually connecting to another network?

How do I do that?

The only time I have been able to call a US number was when we were both on the hotel wifi, I called reception in reception.

Calls to and from family members work. My wife received an emergency call from a UK nursing home and was able to phone back.

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 13:30:16 GMT

Just to check, have you tried manually connecting to another network?

Just checked and in our new location we are connected to AT&T. It was T Mobile in Boston.

AT&T fails the same way.

interestingly the calls that worked were made on the journey from Boston to Kennebunkport

Re: Unable to make calls within the USA on two UK EE Phones

bristolian — Sat, 13 Jul 2024 13:39:05 GMT

The combination of symptoms are unusual, but the definitely point at a US network problem.

Roaming is proven by a network connection and the ability to make & receive calls. All inbound calls route from EE-UK, so whether it originates in the US or UK makes no difference to your connection.

An international call bar would prevent outgoing calls leaving the host country. Testing on alternative local networks eliminates the roaming operator.

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 13:43:37 GMT

Thanks but I need help from EE and have no way of reaching them using my phone, or my wife's.

Re: Unable to make calls within the USA on two UK EE Phones

Leanne_T — Sat, 13 Jul 2024 13:58:38 GMT

Hi @Rex255

Which model phone are you using?

You can find available networks to try in the phone network settings.

Leanne.

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 14:01:33 GMT

Mine is an iPhone 12 Pro Max

My wife's is an iPhone 13

Re: Unable to make calls within the USA on two UK EE Phones

Leanne_T — Sat, 13 Jul 2024 14:04:35 GMT

Thanks @Rex255

Please try going into Settings > Mobile Service > Network Selection, turn off Automatic and a list of available networks should show for you.

Can you try manually connecting to see if this works?

Leanne.

Re: Unable to make calls within the USA on two UK EE Phones

Northerner — Sat, 13 Jul 2024 14:21:37 GMT

Hi @Rex255

Try resetting your network settings and then restarting your device.

Thanks

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 14:26:47 GMT

I have tried AT&T and T Mobile
neither work
I have tried Verizon from the list and only get SOS displayed on home screen
Rex

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 14:37:46 GMT

Freephone +44 800 079 8586 on Skype

Skype won't let me make this call.

Skype is pretty useless.

Re: Unable to make calls within the USA on two UK EE Phones

Leanne_T — Sat, 13 Jul 2024 14:39:17 GMT

Thanks @Rex255

In this case, you would need to call us using another phone on +44 (0)7953 966 150 and the team will get this looked for you.

Leanne.

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 15:20:47 GMT

As I will have to pay do I get an immediate answer or do I end up going through an interminable chat bott that doesn’t understand my problem only to wait ages for a human to get to me?
Sent from my iPhone

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 18:12:36 GMT

Well it looks like I am stuck as my hotel does not allow me to call a UK number even though I offered to pay.

A well thought out solution.

Re: Unable to make calls within the USA on two UK EE Phones

bristolian — Sat, 13 Jul 2024 18:22:19 GMT

If you have a working WiFi connection, try calling +44 800 9566000 using a web-calling app such as Skype.

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 18:24:47 GMT

Which I have already said does not work.
However I will try again.

Re: Unable to make calls within the USA on two UK EE Phones

Rex255 — Sat, 13 Jul 2024 20:15:43 GMT

OK
Thanks for the extra encouragement as I managed to make Skype work and spoke to support who did some tests, changed settings which made no difference on either phone so it is being elevated to level 2 tomorrow.
Rex