topic Re: unable to call while roaming in Roaming

unable to call while roaming

thortain — Tue, 17 Sep 2024 18:14:10 GMT

I have the roaming addon for the month, and my data is working ok. None of my calls are connecting, just says call failed. I have increased my spending cap, but calls to the UK wont connect. I've turned on roaming settings, I can also not call usa numbers.

Re: unable to call while roaming

Northerner — Tue, 17 Sep 2024 18:56:28 GMT

Hi @thortain

Are you on EE PAYG or pay monthly contract.

Where are you in the world.

Thanks

Re: unable to call while roaming

bristolian — Tue, 17 Sep 2024 19:46:45 GMT

Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks.

Are you certain that your data is using a mobile network connection, and not WiFi? If you're not, then everything else tallies with roaming not being active. That causes an inability to connect to foreign networks and the rest of your symptoms naturally follow.

What are the "roaming settings" you've enabled? The only ones that matter are those on your account - the process differs between PAYG & pay-monthly. Which are you? On PAYG, this is auto-enabled once your phone is used in the UK first.
On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

Re: unable to call while roaming

thortain — Tue, 17 Sep 2024 20:04:31 GMT

I didn't do that before leaving. I have a pay monthly contract. I'm able to use data while I'm far from any WiFi signal. I'm also able to text and receive texts from 150 and othern mfa codes via text. Just calls say 'failed to connect' after a long attempt. I turned on roaming via connections - > Data roaming toggled on and network operator selection set to automatic.

Re: unable to call while roaming

chistery — Tue, 17 Sep 2024 20:22:37 GMT

What sort of phone do you have? Is it a fairly recent one that will likely support VoLTE roaming?

Re: unable to call while roaming

thortain — Tue, 17 Sep 2024 20:25:36 GMT

I believe it supports it, it's a Samsung Galaxy S21 Ultra 5g

Re: unable to call while roaming

thortain — Tue, 17 Sep 2024 20:30:52 GMT

Hi, I'm on pay monthly. And currently in the USA

Re: unable to call while roaming

Alex_H — Wed, 18 Sep 2024 11:07:50 GMT

Hi @thortain,

If everything else is working ok and its just the calls, it does suggest the roaming is enabled account side.

When roaming in the USA, for calls you may need to use an exit code.

If you are calling the UK from the USA, you need to use 011 in front of the 44 country code rather than the standard 00 or +, still removing the first zero of the international number. Example: 07973 100 150 would become 011 44 7973 100 150

If you're roaming in the USA and call a USA number, you'll need to use 001 or 0111 in front of the American phone number. Example of an American phone number: 321 1234567
Example A: 00 1 321 123 4567
Example B: 011 1 321 123 4567

Are your numbers in this format when trying to call? If not give it a go with the exit code attached and see if it works. You may or may not have Roaming assistance for calls turned on which you can check in the phone app> 3 dots> Settings> Other call settings. If it is on, its worth turning it off and manually dialling the number with the exit code.

Alex

Re: unable to call while roaming

bristolian — Wed, 18 Sep 2024 14:01:52 GMT

@Alex_H wrote:

If everything else is working ok and its just the calls, it does suggest the roaming is enabled account side.

When roaming in the USA, for calls you may need to use an exit code.

"+" in-place of the leading zero in any telephone number, is internationally recognised.

This global standard exists precisely to avoid concern for local variations.

Re: unable to call while roaming

thortain — Wed, 18 Sep 2024 16:44:52 GMT

Unfortunately, despite changing this setting and trying variations of international dialling formats all fail to connect.

Re: unable to call while roaming

Peter_W — Wed, 18 Sep 2024 17:03:48 GMT

Thanks for giving that a shot for us @thortain.

Have you had a chance to try and manually connect to a different roaming network?

To do this, go into your Settings and select Connection > Mobile Networks > Network Operators, and then turn automatic selection off.

Now it'll start searching for a network. Once the list loads, give each one a try, and fingers crossed one of these should allow you to both call and use data.

If you're successful, don't forget to go back to the previous page and make sure you turn automatic selection back on 😊

Peter

Re: unable to call while roaming

thortain — Fri, 20 Sep 2024 01:51:24 GMT

I have tried this and unfortunately i'm only able to connect to one of the providers, manually it also doesn't work. Its really confusing because when I first got here it would connect to an American saying I couldnt make that call, now it just fails to connect like mentioned before.

Re: unable to call while roaming

Linzi_H — Fri, 20 Sep 2024 08:41:45 GMT

Hi @thortain

I'm so sorry you're not any further forward with this!

You've completed all the standard checks we'd suggest, so the next step now will be to contact us so our team can review your account to make sure all the right settings are in place.

I'm really confident it will be sorted.

Linzi

Re: unable to call while roaming

thortain — Fri, 20 Sep 2024 15:07:29 GMT

Hi Linzi, unfortunately I'm unable to call hence the thread, otherwise I would have called up long ago. Do I have any other options.

Re: unable to call while roaming

bristolian — Fri, 20 Sep 2024 15:09:29 GMT

You can contact EE CS on +44 7953 966150 from another working phone, or +44 800 9566000 using a web-calling app such as Skype over WiFi.