topic Re: I am currently in Portugal and cannot make calls in Roaming

I am currently in Portugal and cannot make calls

Ktmac1 — Tue, 29 Apr 2025 10:54:40 GMT

I am currently in Portugal and cannot make calls on my mobile iPhone 14 all calls are failing . I have roaming on for eu

Re: I am currently in Portugal and cannot make calls

Christopher_G — Tue, 29 Apr 2025 11:08:02 GMT

Hi @Ktmac1

Welcome to the community.

Have you tried manually connecting to a different available Portuguese network?

Tap Settings > Mobile Service > Network Selection > Turn 'Automatic' OFF. Your phone will then search for available networks.

Chris

Re: I am currently in Portugal and cannot make calls

KenPaterson — Tue, 29 Apr 2025 11:22:47 GMT

Hi, also in Portugal and have roaming, as does my wife and we have the same problem. WhatsApp calling is still OK but can't make any normal calls. Can only be because of the power outage. Having said that my friend is with 3, and their service is working OK

Re: I am currently in Portugal and cannot make calls

KenPaterson — Tue, 29 Apr 2025 11:27:51 GMT

Hi Christopher_G, sorry I must be stupid. I have an IPhone and when I click on Mobile Service there is no mention of Network Selection option to click. Any suggestion?

Re: I am currently in Portugal and cannot make calls

Christopher_G — Tue, 29 Apr 2025 11:52:20 GMT

Hi @KenPaterson.

It should be under the second section on that page, about half-way down?

Chris

Re: I am currently in Portugal and cannot make calls

KenPaterson — Tue, 29 Apr 2025 11:56:49 GMT

Sorry, no it’s not I’m afraid, nothing like that at all. I can’t phone EE because I can’t make calls. Very odd

Ken Paterson Using My IPhone *************

[Mod edit: removed mobile number]

Re: I am currently in Portugal and cannot make calls

XRaySpeX — Tue, 29 Apr 2025 12:51:04 GMT

.@Ktmac1 , @KenPaterson : Did you receive a Welcome text upon arrival?

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: I am currently in Portugal and cannot make calls

bristolian — Tue, 29 Apr 2025 13:10:41 GMT

The "me too" poster here, Ken Paterson, I don't think has the same issue as the OP (KTMac) who could get forgotten about.

Ken *implies* they can use mobile data, but not make voice calls - which tells me their symptoms are different.

However, this thread was started by KTMac and it would be helpful to know whether they can use other network-based services. When you have extra people joining in on threads, it becomes difficult to tell the wood from the trees sometimes.

Re: I am currently in Portugal and cannot make calls

XRaySpeX — Tue, 29 Apr 2025 13:21:25 GMT

@bristolian : For all we know @KenPaterson may be What'sapping over Wifi unbeknownst to him when phone auto senses no mobile signal. So no harm in asking whether he enabled roaming from UK & giving him a means to contact CS apart from his phone.

Agreed, these "me too" posts tend to hide the wood from the trees & it would be clearer had @KenPaterson started his own thread.

Re: I am currently in Portugal and cannot make calls

KenPaterson — Tue, 29 Apr 2025 17:42:38 GMT

let me explain. I have been in Portugal for the last 3 months with no issues. I have EE roaming as does my wife. I could make calls yesterday but today we can't. I can't phone CS as I can't make calls

Re: I am currently in Portugal and cannot make calls

bristolian — Tue, 29 Apr 2025 18:03:43 GMT

This thread was started by @Ktmac1 - if they still want help, perhaps they could reply to some if the questions.

One significant one us whether you're using mobile data to access the internet, or WiFi. This would make the difference between yours being a call-specific issue, or roaming one in general.

Re: I am currently in Portugal and cannot make calls

Kvhutch — Thu, 01 May 2025 12:29:19 GMT

I have travelled to the USA and unlike other other trips I am unable to call any UK number and I cannot be reached by UK callers though I can make and receive WhatsApp and Skype calls via internet.
I am only able to call EE Helpdesk via Skype on +44 800 079 8586. I can however receive text messages

Each time the 'wonderfuly informed' people at EE Customer service try to get me to try something like remove the SIM I am disconnected, call again, go through security, get to a Level 1 or Level 2 Helpdesk person and go through the same barrage of questions with a new person. This has happened 5 times

My actions take thus far:
- Set ROAMING to on
- Bought seveal ROAMING PASS packages (Helpdesk were really helpful here - said it might take 24 hrs to kick in - a 24hr ROMAMING PASS which, yep, expired in 24 hrs)
- after entering number selected both 'Home Country/region' and 'Roaming country/region'
- Restarted phone
- Toggled airplane mode
- reset network settings
- manually selected carrier. T-Mobile was the only one that connected
- Checked for Software updates
- Was Sent 2 EE numbers (+44 7953 966 150 / +44 7953 966 250 ) and asked to try and call them.
- took out and put back in my SIM card
- even given personal email addresses of Level 1 and Level 2 Helpdesk personnel who do not respond when contacted

I even sent them a screen capture video of exactly what happens when attempting to make a call to the UK - an immediate disconnection upon attempt

So I'm forced to use someone else's phone on a US contract who gets through straight away on T-Mobile over here.
So was wondering if anyone here has had a similar nightmare experience with any resolution

Cheers

Re: I am currently in Portugal and cannot make calls

Katie_B — Thu, 01 May 2025 17:16:11 GMT

Hello @Kvhutch.

Thanks so much for coming here.

I'm sorry to hear you are still experiencing this whilst roaming in the States.

I have sent you over a private message to gather more information.

Katie

Re: I am currently in Portugal and cannot make calls

bristolian — Thu, 01 May 2025 17:29:34 GMT

@Kvhutch wrote:

- even given personal email addresses of Level 1 and Level 2 Helpdesk personnel who do not respond when contacted

This is something those individuals have done off their own back, and would be to the credit of those staffers.

They may be off-shift when you have emailed them.

A manual network selection should achieve the same as a SIM disconnect/reconnect, without running any risk of damaging or losing a SIM.

Re: I am currently in Portugal and cannot make calls

Craig2015 — Thu, 01 May 2025 18:19:17 GMT

I've replied but it has bounced back saying you can't receive messages

Re: I am currently in Portugal and cannot make calls

Linzi_H — Fri, 02 May 2025 07:14:43 GMT

Hi @Craig2015

I will send over another private message this morning so you can try again.

Thank you,
Linzi

Re: I am currently in Portugal and cannot make calls

Scottpayne — Fri, 02 May 2025 21:09:55 GMT

Hi - did this get fixed for anyone? I still have this same issue - since the power usage. EE automatic network selection chooses the NOS network which could be the issue. I can get and send texts, but not voice calls. there are enough signal bars and I’ve done all of the normal tricks, airplane mode, on/off etc. is anyone from EE looking at this with the NOS network provider in Portugal?

Re: I am currently in Portugal and cannot make calls

Christopher_G — Sat, 03 May 2025 07:12:58 GMT

Hi @Scottpayne

Welcome to the community.

I understand you've tried a few tricks already. Have you been able to try turning off 'automatic' network selection and manually search for another available Portuguese network?

Could you let me know if you get the same issue with another operator please?

Thanks

Chris

Re: I am currently in Portugal and cannot make calls

mitchell1127 — Sat, 03 May 2025 08:33:14 GMT

I have been trying for 4 days to get thro to EE regarding loss of roaming etc to no avail - tried your recommendation selected Nos then Meo no luck - then touched vodaphone - success !! Great result was able to ring home and connect with friends in Portugal and at home - good advice .

Re: I am currently in Portugal and cannot make calls

Craig2015 — Sat, 03 May 2025 08:43:24 GMT

Tried that it will not connect still no news fromm ee just it's with their back room staff as I've said earlier giving us a phone number which we can't ring and no reply email it isn't good