topic text not arriving in the netherlands in Roaming

text not arriving in the netherlands

janenmartinie — Tue, 08 Oct 2024 21:45:27 GMT

My elderly sister lives in the UK and has EE as provider. I live in Holland and have a "normal" provider called Ben. We text each other regularly. Went to France on holiday and no problems until 29 august. At that moment I no longer received texts from my sister. She receives my texts, we can call each other but her texts never arrive. It seems to be a "Holland"thing as she has texted other family members in Holland ( with other providers) with the same result..her texts never arrive. Sister refuses to use whatsapp etc ..in her eighties and just wants to text. Ideas anyone ??

Re: text not arriving in the netherlands

XRaySpeX — Tue, 08 Oct 2024 23:20:24 GMT

You need to take this up with your Dutch provider to check your roaming permission whilst abroad.

Re: text not arriving in the netherlands

bristolian — Wed, 09 Oct 2024 07:02:44 GMT

Does the Dutch provider have any issues with connecting to foreign networks, making or receiving calls whilst outside Holland, or otherwise roaming?

Do texts from the Dutch provider's phone show as "sent"? All of these are good tests of whether this is a roaming issue for them.

Re: text not arriving in the netherlands

janenmartinie — Wed, 09 Oct 2024 07:36:11 GMT

Thankyou. both .. We are back in Holland now. My sis receiving texts from both me and other family ( other providers) here in Holland but she is sending replies and nobody receiving. She says that she is sending and receiving texts in UK

Re: text not arriving in the netherlands

XRaySpeX — Wed, 09 Oct 2024 09:31:11 GMT

Is she on contract or PAYG? If she is on PAYG then sending texts to UK will probably be free but sending International texts to abroad will be chargeable & so she will need to have credit to be able to send them.

Re: text not arriving in the netherlands

bristolian — Wed, 09 Oct 2024 10:27:35 GMT

Do these texts show as "sent" on your elderly sister's phone? That makes the difference between this being an issue of "can't send international texts" versus "recipient isn't receiving them".

If it's the latter, she should report this to EE-CS as "my texts aren't being received".

Re: text not arriving in the netherlands

janenmartinie — Thu, 10 Oct 2024 14:20:06 GMT

Thankyou both again. 1. She is PAYG but always with 20 STG credit.

2. She gets "SENT" with time so she will contact EE -CS

will let you know the outcome. Thanks again

Re: text not arriving in the netherlands

janenmartinie — Wed, 16 Oct 2024 06:32:05 GMT

She texted EE help on friday 11th ,,no reply yet..and no text received in holland

Re: text not arriving in the netherlands

Michael_D — Wed, 16 Oct 2024 07:11:34 GMT

Hi @janenmartinie

If she has not heard anything yet, it would be best for her to call to speak to our tech team. She can find the numbers to call on our Contact Us page.

Michael

Re: text not arriving in the netherlands

janenmartinie — Thu, 17 Oct 2024 08:17:40 GMT

Good morning. She spoke at length to the complaints dept. She was give a reference number ID2451144.

She was told to check at http/EE.CO.UK/complaints. I have tried several times and simply get automatically re-directed to Regulatory Requirements and Codes of Practice...not very helpful.

They did ask for my phone number here in Holland but I have heard nothing...

Patience is a vitue since 26th august....

Re: text not arriving in the netherlands

Christopher_G — Thu, 17 Oct 2024 11:03:21 GMT

Thanks for the update, @janenmartinie

It's good that there is a ticket open, that means it's being managed by our technical team. Hopefully, once they've investigated it, they can share a fix.

Chris

Re: text not arriving in the netherlands

janenmartinie — Sun, 27 Oct 2024 17:06:27 GMT

Thankyou Chris. We're now ten days down the line and not a word from EE. Maybe you can contact your "technical team" and find out what is going on? They have my phone number..maybe they can send me a text ?? In the meantime a family member who lives in the UK was in Germany last week and had backwards and forwards texts with my sis and no problems...Thanks in advance for your help..

Re: text not arriving in the netherlands

Katie_B — Mon, 28 Oct 2024 10:14:37 GMT

Good morning @janenmartinie.

Thanks for coming back here.

I am sorry to hear there is still no update.

I'm confident the ticket is still open and under investigation.

Our technical care team would not be able to send a international number a text update.

Has your sister been able to call since the ticket was raised?

Speak soon,

Katie