topic Re: No calls going through in Pay as you go

No calls going through

Testarossa — Thu, 26 Jan 2023 11:55:01 GMT

This is ridiculous. I purchased an EE Sim card yesterday with 500 minutes. Got on line and registered with a card to top it off. Have not been able to make one phone call using this service. Every time I try to make a phone call it tells me the service is busy or the number can not be contacted or some other useless message. I can not call the Verizon customer service number to the US. I am locked out of my bank account, credit cards and business email because EE is useless and not accepting verification codes. I can not set up an esim with my US account because nothing is coming through. This is a nightmare. Is this just a useless service and I should go elsewhere for actual serivice?

Re: No calls going through

Northerner — Thu, 26 Jan 2023 11:57:53 GMT

Hi @Testarossa

Are you in the UK? If not did you activate the SIM in the UK network?

Thanks

Re: No calls going through

Testarossa — Thu, 26 Jan 2023 12:00:48 GMT

I bought a sim card yesterday in the shop and I activated on line today. I just tried to call customer service on the EE account and it tells me every time that the number is busy - try again later - and then it hangs up. This is beyond frustrating.

Re: No calls going through

Testarossa — Thu, 26 Jan 2023 12:02:12 GMT

Every call I make I get the message, "I'm sorry calls to this number are not being connected."

Re: No calls going through

Testarossa — Thu, 26 Jan 2023 12:04:05 GMT

local call went through (UK) calls to US not being connected. Calls to EE's own customer service being told the number is busy or not available.

Re: No calls going through

bristolian — Thu, 26 Jan 2023 12:11:08 GMT

Are you currently in the UK or are you abroad?

If you're in the UK, please text BALANCE to 150 and post the response on this forum exactly as it's written.

Any PAYG call allowance is only for calls within the UK, international calls will be chargeable separately and so require available credit. The same for calls to CS, they're 25p each on PAYG.

Re: No calls going through

XRaySpeX — Thu, 26 Jan 2023 12:11:37 GMT

Calls to US numbers aren't covered in your pack allowances.

Re: No calls going through

Testarossa — Thu, 26 Jan 2023 12:19:44 GMT

First I tried to call my own UK number (and yes I am in the UK) and it dropped immediately.

Second I just got the card yesterday. It says my current balance as of today 12:12 is 10stg. You have 497 minutes unlimited texts and 19.8GB remaining until 25/02/2023 for your 10stg. pack. Your remaining data includes (no number noted here) of rolled over data. Your last top up was 20stg. on 25/01/2023 at 13:28

There is more but it is not relevant. I have not been able to use this service at all so where this money is being used is anyone's guess.

I was told when I got this sim card that I could make international calls. Isn't there a service in the UK where you can just get a regular international plan with a domestic plan? This just seems like an exercise in futility.

Re: No calls going through

Testarossa — Thu, 26 Jan 2023 12:27:45 GMT

Apparently phone calls to EE customer service is not covered in my pack either.

I specifically asked for a pack that allowed international phone calls. It is a shame but this service appears to be useless for my needs.

Re: No calls going through

Testarossa — Thu, 26 Jan 2023 12:28:46 GMT

Lucky for me I am getting a lot of Badges from EE - just not customer service or answers to my questions.

Re: No calls going through

James_B — Thu, 26 Jan 2023 14:26:10 GMT

Hi @Testarossa,

Welcome to the EE Community. 🙂

As other community members have mentioned, the pay as you go pack you purchased doesn't include international calls. In order to call the USA, you'd need to add credit to your account.

For more information, please see How do I call abroad on pay as you go?

Hope this helps.

James

Re: No calls going through

Testarossa — Thu, 26 Jan 2023 14:58:49 GMT

Several hours on the phone with customer service using the 105# I can assure you we have that covered. This is not my first rodeo dealing with international calling having had an international business for over 30 years. It is the first time using EE and not having the ability to make international calls after setting the phone and the service up correctly.

Will most likely cancel this service and start over with another one.

Re: No calls going through

James_B — Thu, 26 Jan 2023 15:23:52 GMT

Hi @Testarossa,

Have you topped up some additional calling credit and texted CALL ABROAD to 150 so you can benefit from reduced rates of the Call Abroad Add-on, or purchased an IDD add-on?

James

Re: No calls going through

XRaySpeX — Thu, 26 Jan 2023 15:25:56 GMT

International calls & texts to overseas nos. from UK can be rather expensive but EE has a free add-on that anyone, on PAYG or contract, can apply for to give these calls & texts at a fraction of the standard rates. See The Free CALL ABROAD Add-on for Cheap Calls/Texts from UK .

Re: No calls going through

Testarossa — Thu, 26 Jan 2023 15:31:39 GMT

Thanks. I will give those options a try.

Re: No calls going through

Testarossa — Fri, 27 Jan 2023 10:09:53 GMT

Guess what? Apparently I DID NOT have the international plan activated which was some of the problem. I will say this though - EE customer support was excellent. I got them through the 105 text not by calling and they did a brilliant job of listening to my problem and working with me to get it figured out. I actually sent and received text last night to the US. A few small hiccups to be worked out but with their help I can finally stop stressing. Much appreciated!

Re: No calls going through

Leanne_T — Fri, 27 Jan 2023 10:21:04 GMT

Morning @Testarossa

Thanks for coming back and letting us know this is now resolved for you.

Hope you have a lovely weekend stress free!

Leanne 🙂