topic Re: Cannot make or receive any calls in Roaming

Cannot make or receive any calls

Aliceb3 — Thu, 10 Oct 2024 18:57:14 GMT

How did you get sorted in the end? I’ve been having the same issue for months! Spoken to CS so many times and they have amended so many settings but nothing working. Was absolutely fine till I upgraded my phone.

Re: Cannot make or receive any calls

bristolian — Thu, 10 Oct 2024 17:04:59 GMT

Your post has been moved to a new thread. Can you explain the problem you have, and what you've done so far in an attempt to resolve?

Re: Cannot make or receive any calls

Aliceb3 — Thu, 10 Oct 2024 17:18:23 GMT

I cannot make or receive any calls what so ever when in the USA which I am weekly. I have called customer services numerous times and they have said everything is switched on as it should but still doesn’t work. Obviously as I cannot make calls from USA I take their word for it and have to try when in the USA but it doesn’t work everytime they have changed settings or told me it’s sorted. It worked just fine until I upgraded from a sim only contract to a full contract with a new phone. Since then the call just fails or there is an automated message saying this service is temporarily restricted and hangs up. I manual choose a network and no matter what network I connect to the same thing happens. Nobody can call me either.

Re: Cannot make or receive any calls

bristolian — Thu, 10 Oct 2024 17:42:57 GMT

If your roaming facility was enabled, there's no reason for a change of payment plan to affect it, If the symptoms are broadly similar regardless of which local network you use, then you're doing all the right things in reporting this via CS.

They may need to raise a faults ticket for further investigation by network teams.

Re: Cannot make or receive any calls

Aliceb3 — Thu, 10 Oct 2024 17:47:12 GMT

Yes everything is enabled and data works just fine get 5G everywhere and connects straight away it’s just the issues with receiving and making calls. That being me making calls from USA to UK or people in the UK trying to call me in the USA. Weirdly it worked in Amsterdam a few weeks back but no matter what I have tried with CS nothing seems to get it to work in USA where I spend most the time.

Re: Cannot make or receive any calls

Jb2858 — Thu, 10 Oct 2024 17:51:40 GMT

Hi

It’s happened to me twice when entering N America - once in the USA and then in Canada.

My phone is set up for international roaming, and in theory, I should just arrive and be able to use my phone. This works fine in Europe.

Each time I enter N America it hasn’t worked. I had to use Skype on WiFi to make calls to CS

Both times, I was told that the roaming for NA hadn’t been set up correctly. Both times CS then added ‘roam full’ to my package (although it was supposed to be there) and then CS refreshed the sim. They then said to always use manual network selection thereafter and use the most popular network for that area.

Each time I was told the fix was permanent, but it hasn’t been so far.

My advice is have money on a Skype account so you have a comms method to use to talk to CS!

Hope you get it fixed.

Julie

Re: Cannot make or receive any calls

XRaySpeX — Thu, 10 Oct 2024 18:28:43 GMT

@Jb2858 : Skype is free to UK Freephone. Try calling CS on the Freephone no. in my sig. on Skype over WiFi.

Re: Cannot make or receive any calls

Aliceb3 — Thu, 10 Oct 2024 18:33:38 GMT

So you haven’t had a permanent fix yet? I can’t call them on Skype each time to come to the USA which is weekly.

Re: Cannot make or receive any calls

Aliceb3 — Thu, 10 Oct 2024 18:34:23 GMT

What difference does it make calling them in Skype from the USA compared to when I call CS back in the UK? Surely going to have the same outcome?

Re: Cannot make or receive any calls

XRaySpeX — Thu, 10 Oct 2024 18:39:12 GMT

Same outcome; cheaper (free) cost! Skyping to Freephone is free!

Re: Cannot make or receive any calls

bristolian — Thu, 10 Oct 2024 20:54:07 GMT

If the correct CS process is followed, a fault ticket can be raised for further investigation. That can only be effective when in-situ and not retrospectively.