topic Re: Re: Can't make calls or text from abroad in Mobile Services

Re: Can't make calls or text from abroad

markp17424 — Thu, 26 May 2022 09:22:34 GMT

Hi, I too have the same problem as the original poster. However, I have since been back to the UK and used the phone line whilst there with no issues.
However I’ve now come back out to the US and the sun won’t send text messages, despite having credit in my account. What is the problem now?

Re: Re: Can't make calls or text from abroad

Leanne_T — Thu, 26 May 2022 09:27:45 GMT

Hi @markp17424

Thanks for coming here 🙂

Can you make calls?

When happens when you try and send a text?

Speak soon.

Leanne.

Re: Re: Can't make calls or text from abroad

markp17424 — Thu, 26 May 2022 09:32:05 GMT

Hi Leanne,

when I try to send a text using my EE account in my iPhone the green bar at the top just hangs nears the end and never completes. Then ultimately comes back as message send error.

I have not tired calling as in the USA that’s £1.20 to make and receive and I’m not spending more money on this if I have no confidence it won’t work.

Struggling to understand why this will work if you have a contract but not if you’re PAYG?

Re: Re: Can't make calls or text from abroad

Leanne_T — Thu, 26 May 2022 09:45:47 GMT

Hi @markp17424

Calling a number will help us to know if the issue is with calls and texts, this doesn't need to be answered.

Have you tried selecting another network in your phone settings?

As long as you have credit and the SIM is not in hibernation, you should be able to send texts.

Leanne.

Re: Re: Can't make calls or text from abroad

markp17424 — Thu, 26 May 2022 10:05:48 GMT

So it calls out, but only rings once and then cuts off.
Not too sure what’s going on - hopefully this can be fixed without me having to change to a contract or be back in the UK?

Re: Re: Can't make calls or text from abroad

Leanne_T — Thu, 26 May 2022 10:07:51 GMT

Hi @markp17424

Have you tried manually selecting another network and restarting your phone?

Is this happening with more than one number?

Leanne.

Re: Re: Can't make calls or text from abroad

markp17424 — Thu, 26 May 2022 10:16:41 GMT

Hi Leanne,

I’ve just selected a manual network now and will restart and see if that does anything.

I have a dual sim iPhone, and my AT&T line works perfectly, it’s just the EE account that doesn’t.

Also although the call to the UK didn’t connect, I’ve still be charged?

Re: Re: Can't make calls or text from abroad

Leanne_T — Thu, 26 May 2022 10:40:27 GMT

Hi @markp17424

Did the call go to voicemail?

Has the network selection and restart resolved this for you?

Leanne.

Re: Re: Can't make calls or text from abroad

markp174241 — Thu, 26 May 2022 11:01:09 GMT

Hi Leanne,

For some reason I got logged out and can’t log back into this account, hence the new username.

You’re previous suggestions have not resolved this issue.

Is there a guaranteed method to make this phone number work abroad? I’d happily go back to contract at this point just to have the number working again. I don’t understand why PAYG doesn’t work abroad?

Re: Re: Can't make calls or text from abroad

Schockwave — Thu, 26 May 2022 11:08:12 GMT

@markp174241 @markp17424 , Do you have enough credit on your account, to make calls and text? Have you checked the roaming pages:

https://ee.co.uk/help/help-new/roaming-and-international

Re: Re: Can't make calls or text from abroad

James_B — Thu, 26 May 2022 11:17:14 GMT

Which network are you connected to @markp17424?

James

Re: Re: Can't make calls or text from abroad

markp174241 — Thu, 26 May 2022 11:29:02 GMT

Hi Schokwave,

I’ve just put £5.00 credit on which should cover the £1.20 per min call and 60p per text costs

thanks

Re: Re: Can't make calls or text from abroad

markp174241 — Thu, 26 May 2022 11:30:05 GMT

Hi James,

I’ve chosen to manually select T-Mobile (it’s was previously automatically selecting AT&T).

Re: Re: Can't make calls or text from abroad

James_B — Thu, 26 May 2022 11:48:37 GMT

Hi @markp17424,

How did you use the phone in the UK?

Did you make an outbound call or send a text?

James

Re: Re: Can't make calls or text from abroad

markp174241 — Thu, 26 May 2022 19:48:22 GMT

Hi James,

Yes I used the phone normally in the UK with no issues. I both made an outbound call and sent sms messages.

It just won’t do that now that I’m in the US.

Re: Re: Can't make calls or text from abroad

James_B — Fri, 27 May 2022 07:01:05 GMT

Thanks for confirming that @markp17424

Please get in touch with Customer Care so our technical support team can take a detailed look at this for you.

They'll be happy to help.

James

Re: Re: Can't make calls or text from abroad

markp174241 — Fri, 27 May 2022 08:19:01 GMT

Hi James,

The only way to contact customer care is to call or text them, which I can’t do. Is it possible you can raise a ticket on my behalf please?

Re: Re: Can't make calls or text from abroad

James_B — Fri, 27 May 2022 08:35:05 GMT

Hi @markp17424,

Sorry, we can't access your account via the community.

Are you able to call Customer Care using a web based calling app, such as Skype?

James

Re: Re: Can't make calls or text from abroad

agak06 — Fri, 27 May 2022 09:05:53 GMT

Can u please help with Support Skype name please? I have the same issue too

Re: Re: Can't make calls or text from abroad

James_B — Fri, 27 May 2022 09:12:49 GMT

Hi @agak06,

Welcome to the EE Community. 🙂

You can call Customer Care on 0800 956 6000.

Hope this helps.

James