topic Re: Phone calls abroad calling a different number in Mobile Services

Phone calls abroad calling a different number

Isaac10 — Thu, 26 Sep 2024 09:59:00 GMT

I spend a bit of time in America with work, and whenever I try and call a UK number, it redirects me to the Qantas Airlines booking phone line or other random businesses... Of course I checked the number and made sure that I used the correct dialing code for being abroad, same result. Anyone had similar?

Re: Phone calls abroad calling a different number

Alex_H — Thu, 26 Sep 2024 17:12:17 GMT

Hi @Isaac10,

Thanks for visiting the EE Community

Are you in the USA at the moment? I take it you can call US numbers ok when there, its only when trying to call outside to the UK you get the issue?

What type of phone is it you are using and what is the dialling code you are using to confirm?

Alex

Re: Phone calls abroad calling a different number

Isaac10 — Thu, 26 Sep 2024 17:14:50 GMT

Hi Alex,

I'm in the US, trying to call a UK number. iPhone 16 Pro (also happened
with my 15 pro a few weeks back) using +44.

Thanks

Re: Phone calls abroad calling a different number

Alex_H — Thu, 26 Sep 2024 17:46:37 GMT

@Isaac10 If you go into Settings> Phone> Dial Assist do you have this turned on?

Have you tried connecting to another US network to see if the calls go through ok? You can manually select a network by going to Settings> Mobile Service> Network Selection> Turn off automatic.

Alex

Re: Phone calls abroad calling a different number

Isaac10 — Thu, 26 Sep 2024 22:39:50 GMT

Yes it's on and I've tried that. As mentioned, it has happened on 2 devices
on multiple occasions. Calling different numbers and still getting sent to
the Qantas airline booking centre... Very odd

Re: Phone calls abroad calling a different number

Ali_A — Fri, 27 Sep 2024 11:19:22 GMT

@Isaac10

For this situation we'd recommend you contact Customer Service team on 150 from your EE handset or +44 (0)7953 966 150 from a different handset while abroad so the technical team can look into your international call routing further for you. Contact Us | Help & Support | EE

Ali

Re: Phone calls abroad calling a different number

bristolian — Fri, 27 Sep 2024 13:34:15 GMT

@Isaac10 wrote:
As mentioned, it has happened on 2 devices
on multiple occasions

Are both these devices, Apple? If one is Android, it could rule out an OS-specific quirk with the dialling.

Do the numbers you're dialling, and the number you're being "redirected" to, have any commonality?

The call flow should be Local RAN > Local Core > EE Core > Destination number. Your scenario may need call traces to be obtained.