topic Re: Cannot make calls (roaming in Australia) in Roaming

Cannot make calls (roaming in Australia)

TJ312 — Wed, 14 May 2025 10:02:00 GMT

Guys,

I have been in Australia for months. I have the Australia roaming pack which has been working the whole time. For the last 2 days I have not been able to make or receive any calls with my EE sim. Text messages and internet are working fine.

I have read the community notes. Yes, I have turned off 'automatically select network operator' and tried to connect to other networks manually. The only network that it will allow me to connect to is Optus and I cannot make any calls (including to EE - 150).

Please contact me urgently, this needs to be rectified immediately. I have no way of contacting you guys, where is your live online chat? How do you intend on making contact with me to rectify this issue?

Regards,

Tim

Re: Cannot make calls (roaming in Australia)

bristolian — Wed, 14 May 2025 10:27:23 GMT

@TJ312 wrote:

Please contact me urgently, this needs to be rectified immediately. I have no way of contacting you guys, where is your live online chat? How do you intend on making contact with me to rectify this issue?

Live-chat is available for pay-monthly, via the myEE app.

You're otherwise correct to assume that a call to or from 150 is likely to be affected by voice-call issues exactly the same as any other call.

There's no access to individual customer accounts via this public forum.

Re: Cannot make calls (roaming in Australia)

Schockwave — Wed, 14 May 2025 10:58:18 GMT

@TJ312 , roaming is meant to be available for a short while with returns to UK so that is probably why you are not able to use the roaming package if based in Australia for a long time, as per roaming rules.

Re: Cannot make calls (roaming in Australia)

bristolian — Wed, 14 May 2025 11:22:24 GMT

@Schockwave wrote:

@TJ312 , roaming is meant to be available for a short while with returns to UK so that is probably why you are not able to use the roaming package if based in Australia for a long time, as per roaming rules.

The stable links policy broadly requires usage in the UK for 2 months in 4. It does state that contact will explicitly be made in advance of any action being taken...

"If we reasonably believe there is a breach of this stable links policy, we will monitor this based on the
combination of your presence in the UK and usage in the EU/EEA/Switzerland for four months. If,
during this four month period, we believe or know that you may have breached the conditions set out
above, we will notify you of the breaches and ask you to explain the reasons for this, as well as setting
out the type of proof you need to supply to satisfy us that your usage complies with EE’s stable links
policy"

Re: Cannot make calls (roaming in Australia)

XRaySpeX — Wed, 14 May 2025 11:51:36 GMT

It appears that Live Chat is not currently working.

Try calling CS on the Freephone no. in my sig. using a web-calling app over WiFi.