topic Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts in Roaming

Cannot contact EE from abroad, phones cannot make outbound calls or texts

RickWhitehead — Wed, 14 May 2025 15:53:53 GMT

EE have kindly switched off outbound calls and texts on my 2 business account phones. I'm abroad but we have roam further on both subscriptions - which has met our needs for the last 3+ years. The website and app do not work as I am logged in but see errors where my subscription and billing details should be. I've sent 3 complaint forms - 2 from business.ee.co.uk and one from ee.co.uk - and received only automated responses. I've messaged on facebook, X and the online chat - all offer no more than automated responses. I've messaged on Linkedin - no response. The next call will be offcom and then a small claims court?

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

bristolian — Wed, 14 May 2025 16:15:31 GMT

What exactly makes you think that EE have switched off outbound calls & texts? What are the symptoms your phone has?

EE-CS are on +44 7953 966150 from any working phone, or +44 800 9566000 from a web calling app.

Ofcom don't deal with individual customer complaints.

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

XRaySpeX — Wed, 14 May 2025 16:33:48 GMT

@RickWhitehead : Did you receive a Welcome text upon arrival?

As 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. using a web-calling app over WiFi.

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

RickWhitehead — Wed, 14 May 2025 18:51:14 GMT

Hi,
When I attempt to make an outbound call I am redirected to an automated message from the local comms provider telling me that outbound calls are not enabled on my phone. All outbound texts fail. I've already submitted a web complaint form 3 times. I've messaged via all the social media platforms that EE are on. I've messaged via the online chat - which has only offered bot automated links to help pages. I cannot call EE from either phone - outbound calls are not working.
Please suggest a current web app that I could be used to call EE as their CS numbers are not on Whatsapp, Skype is no more. I have only paid teams accounts through work and using them personally would be against policy. Thanks.

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

RickWhitehead — Wed, 14 May 2025 18:55:25 GMT

I have recently renewed my contract.
I have a 3 year + history of the text message confirmations that roaming is active.
I cannot call EE without a working phone with outbound calls enabled.
I have tried using multiple local comms providers, by selecting them manually. They all respond with a similar message suggesting outbound calls are not enabled. I've tried with both phones attached to this business account.

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

bristolian — Wed, 14 May 2025 19:11:39 GMT

The complaints route is not designed to be a real-time means of fault reporting. Have you been able to make outgoing calls from abroad previously? I don't see you having confirmed it anywhere in your posts, only that you have a text message history.

By the same token, can you receive calls OK? How about receiving texts? Or using mobile data? Sending texts requires routing to the UK-SMSC on a +44 number, likely explaining that inability. All of these tests are to establish whether your local network connection is otherwise functioning.

If multiple local operators have the same issue across multiple phones, it does tend towards an account-specific issue in which case you'll need to make contact via another means. Live chat using the myEE app is another potential option.

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

RickWhitehead — Wed, 14 May 2025 19:28:18 GMT

I've been using the same phones and same roaming for 3+ years without issues - same local providers. It is 100% an account issue. I would imagine it's indicative of the general spaghetti state of EE backend systems and their negligent website/app.
I can receive calls and receive texts. I have a working local number on an esim on one of my phones without issue - but this is for local calls only and will not allow a UK call.
Please advise how to access a live chat to customer services? - so far have only managed to open one LIVE chat successfully (other attempts respond with service unavailable - a bit like the app/website), I reached a "Guide" NOT a customer service person, and this chat was promptly cut-off part way through. This is categorically not a phone problem it's an EE issue. I am proficient with technology.
Thanks.

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

RickWhitehead — Wed, 14 May 2025 19:46:07 GMT

I can't use mobile data either. Or rather I can use mobile data on the local esim account but not the UK sim with roaming. And I have plenty of data capacity.

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

Schockwave — Wed, 14 May 2025 19:45:51 GMT

@RickWhitehead , have you tried a manual search for a network to see if that works, as you should have received the welcome message, so if that has not happened, then searching manually for a network, may actually work, if you have roaming enabled on your account, it would not have been switched off by EE unless you had requested it in the past.

Sorry do not know a web based app to call EE, as it used to be Skype, but now should work with Microsoft Teams accordingly..

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

RickWhitehead — Wed, 14 May 2025 19:51:35 GMT

@Schockwave "I have tried using multiple local comms providers, by selecting them manually. "
I've got a history of welcome messages and active roaming messages going back 3+ years.
I receive all the 2FA texts when logging into their pointless website.
Not having other contact methods wouldn't be a problem if the EE app or website was functional and if EE hadn't screwed up my account. Looks like I'll be calling them on a work Teams account given no other communication methods work.
Thanks.

Re: Cannot contact EE from abroad, phones cannot make outbound calls or texts

bristolian — Wed, 14 May 2025 22:06:29 GMT

@RickWhitehead wrote:

I am proficient with technology.

There's a whole variety of users post on this forum, with all manner of experience - from complete beginner to those more experienced. Thus regular posters can take nothing for granted when responding.

One fair clue is when plenty of methodical detail is provided in posts, and/or they are reasoned without being overly emotive.

I'm with you on the CS "guide" thing though, completely agree! Good luck getting your issue sorted, please do post back with the outcome - whether it was an account-specific issue or something else.