topic Re: Problems reconnecting to ee network when abroad in Roaming

Problems reconnecting to ee network when abroad

Gordon250 — Wed, 05 Nov 2025 05:53:37 GMT

I'm abroad and been using a local SIM2, tried to switch back to my EE SIM1 and it seems to connect to the network ok with data and text working but I cannot make any voice calls on the mobile. Is there a settings change required? I have removed the second SIM and restarted the phone. All settings seem OK for roaming.

Re: Problems reconnecting to ee network when abroad

Colstalex — Wed, 05 Nov 2025 07:52:32 GMT

You need to make sure under Mobile Service setting the “default voice line” is your EE sim.

Re: Problems reconnecting to ee network when abroad

Gordon250 — Wed, 12 Nov 2025 13:21:54 GMT

This did not help me, so was not helpful!

Re: Problems reconnecting to ee network when abroad

Colstalex — Wed, 12 Nov 2025 13:40:06 GMT

Do you have a spend cap it needs to be £20 minimum to roam.

Re: Problems reconnecting to ee network when abroad

Peter_W — Wed, 12 Nov 2025 16:16:23 GMT

Hi @Gordon250, welcome to the Community!

I'd definitely recommend checking your spend cap like @Colstalex has mentioned here, but it's also worth trying a few other steps at your end too.

If you haven't already I'd try manually disconnecting from your current roaming network and trying some of the other ones available to see if they resolve the issue.

This can vary depending on handset model, but normally it will fall under 'carrier' in your network / connection settings.

Peter

Re: Problems reconnecting to ee network when abroad

Gordon250 — Thu, 13 Nov 2025 05:37:58 GMT

Hi,

I am afraid that I tried and none of the above worked. Even a call to #150 did not work and presumably this would be outside of any spending cap so you can reach EE to get support. Even if network connectivity is not possible why does why does Wifi calling not work, does it not bypass the traditional cellular networking so at least you can make a call to a UK landline when you don't have full cellular connectivity - at least this would provide an alternative if you have cellular connectivity issues. Actually I did have celluar network connectivity because both data and text were working via the celluar network, just that voice calling was not working.

PS - the support offered by EE via their technical help has been very poor. This far at least this community has been more responsive! Thanks.

Re: Problems reconnecting to ee network when abroad

Colstalex — Thu, 13 Nov 2025 06:49:17 GMT

WiFi calling does not work abroad, none of the UK networks allow it abroad. 150 as a short number is unlikely to work as the foreign network won’t know what it is. Have you tried dialling as +44 and leaving off the leading zero. Remember when abroad you are on the foreign network not EE so it expects numbers to be dialled as a local would do them.

using + is recognised by all networks and means you don’t need to know whether international calls start with 00 or 001 or whatever

Re: Problems reconnecting to ee network when abroad

Peter_W — Thu, 13 Nov 2025 11:49:48 GMT

Thanks for giving all of that a try for us @Gordon250.

It does seem odd that it's only calls being blocked here - there is the option to select roaming without international calling, but most users opt for either EU and international calling, or worldwide which incorporates everything.

Have you tried manually dialling the number, making sure to enter the correct country code (+44 for the UK)?

Peter

Re: Problems reconnecting to ee network when abroad

Gordon250 — Fri, 14 Nov 2025 10:30:08 GMT

Hi, I'm surprised that WiFi calling does not work abroad "none of the UK networks allow it abroad" as that I think would have enabled me to make the call - I had full data/Wifi and text capability, just not the cellular voice call. But then perhaps providers feel that with WiFi call feature working users would not purchase minutes and they would make no money, I can't see any other reason?? I personally would be happy to pay a reasonable fee for this service.

I tried all possible options and various numbers with +44, 0044, as guided by the EE technical support when eventually I was able to make contact - without cellular voice calling that was extremely difficult and the so called messaging feature in the APP completely failed me despite several hours of effort and receiving screeds of automated ai responses that kept repeating the advice, essentially ending with please call the EE helpline on #150 (or overseas equivalent). I kept explain in the message that I could not do this but to no avail!

Incidentally I work for a global corporation and do a lot of international collaboration. Whilst we used to use voice call frequently, I have not made a single international voice call for >3 years - ZERO. ALL communication is done very effectively via network collaboration tools (including What's APP etc). We don't even use cellular text anymore. Most people I worked with in Taiwan had international calling barred on their mobile phones, so even borrowing someone else's phone was not an option even with worry about high call costs aside!

So actually it seems to me that the only real reason to require cellular international voice call now is to make contact with various helplines in the UK that do not offer alternative options e.g. EE, Banks where Credit Card is blocked etc. The latter was my issue really, fortunately one bank eventually was able to support me through messaging via their Banking App. Unfortunately my other bank (Tesco) seem to offer no alternative to voice call and despite eventually reaching them were not very understanding. Whilst I realise the need for secure communication (they kept reminding me of this) I think these service providers need to wake up to the changing world in which we live!

Re: Problems reconnecting to ee network when abroad

Gordon250 — Fri, 14 Nov 2025 10:42:51 GMT

Hi, thanks for your response.

I agree it is very strange that ONLY cellular voice calls were blocked. The EE technical representative (first level) also thought the same. He escalated the issue, however it took the second level EE technical support FIVE days to get back to me even though I tried to chase them up. When they did make contact they were somewhat disappointed that I was then back in the UK and they were not able to fault find the issue as my phone was working fine when reconnected to the UK network. As I explained to EE, this is your missed opportunity to root cause this fault, potentially to be able to help others affected in future (I would be surprised if I was a unique case, the same problem occurred on my last trip but then had no real need to make voice calls so did not bother to try to fix). This trip I did have a need to contact my bank (see thread above) so it did bother me!

Personally I will be making every effort when travelling in future not to try and rely on EE, or to waste my time trying to help them improve their rather poor international support service. Other options are available.

Re: Problems reconnecting to ee network when abroad

Peter_W — Fri, 14 Nov 2025 11:03:52 GMT

Thanks for the update here @Gordon250.

I'm disappointed to hear that our level 2 team weren't able to help you identify the root cause of this issue.

Usually issues will be flagged with them when it's not possible to resolve something at the front line, and faults raised with them will often need offline investigation.

There are a range of variables that could be influencing things here, but if they're confident things look good at our end, it can be tough to investigate once you've returned.

Peter

Re: Problems reconnecting to ee network when abroad

bristolian — Fri, 14 Nov 2025 11:35:00 GMT

@Gordon250 wrote:
But then perhaps providers feel that with WiFi call feature working users would not purchase minutes and they would make no money, I can't see any other reason??

WiFi-calling has never been intended as a means to avoid call charges, EE's online material explicitly states that calls & texts are charged exactly the same way regardless of whether mobile coverage or WiFi is used.

You are still using EE's core network to route calls when using VoWiFi - it's just the radio access method differs. If this were not so, handover between VoLTE/VoNR & VoWiFi would not be possible.

Re: Problems reconnecting to ee network when abroad

Gordon250 — Fri, 14 Nov 2025 12:00:10 GMT

I should note that I am still in contact with EE over this problem, so I may be surprised and they make take some constructive action to improve ... will let you know if that is the case.

Re: Problems reconnecting to ee network when abroad

Gordon250 — Fri, 14 Nov 2025 12:05:35 GMT

Thanks for the technical clarification 🙂

I am guessing that this is then different to mobile data connectivity and mobile text (both of these feaures were workign OK, just not cellular voice calling). I note that somebody said WiFi calling is not available when abroad, is this a technical limitation then?

Re: Problems reconnecting to ee network when abroad

Gordon250 — Fri, 14 Nov 2025 12:12:40 GMT

"I'm disappointed to hear that our level 2 team weren't able to help you identify the root cause of this issue"

I do recognise that Level 1 support did make a try by going through the basic checks (took approx 1 hour). They then recognised need to escalate. I am not sure what priority they put on that escalation as this was not discussed with me and I only became aware there prioritisation today. Yes it is a shame that Level 2 waited till I was back in the UK before contacting me and therefore limiting their ability to find 'the root cause'.

One key complaint I have is that it was VERY DIFFICULT for me to engage the Level 1 support without cellular voice calling, taking me several hours of trying all sorts of options! Even solving that would be a big step forward for customers.

Re: Problems reconnecting to ee network when abroad

Colstalex — Fri, 14 Nov 2025 12:33:19 GMT

Do you get incoming calls?

Re: Problems reconnecting to ee network when abroad

bristolian — Fri, 14 Nov 2025 12:49:08 GMT

@Colstalex wrote:
Do you get incoming calls?

Reviewing the posts in this thread, that's exactly what I'm also wondering.

The symptoms here are potentially consistent with a VoLTE issue. Please try manually connecting to each local network in-turn, and test voice calling on each one.

I may have missed it, but out of interest which country are you in?

Re: Problems reconnecting to ee network when abroad

Peter_W — Fri, 14 Nov 2025 12:55:18 GMT

@Gordon250 When we escalate, usually Level 2 would run a series of additional checks, then if they can't resolve it they would raise a ticket for further investigation.

Once again I apologise that this couldn't be sorted in the time you were away - these faults can be complex and aren't always clear.

I'll keep everything crossed that you hear back soon, but if you remain unhappy with the outcome here, I'd recommend raising this as a complaint with or dedicated complaints team.

You can also find more details on our complaints process here:

EE Complaints Code of Practice - March 2024

Peter

Re: Problems reconnecting to ee network when abroad

Gordon250 — Sun, 16 Nov 2025 09:51:04 GMT

Hi,

After Level 1 checks are completed and have not resolved the issue, how long would you expect to have to wait until Level 2 respond. I was told 7-10 days, which seems unreasonable to me when voice call is completely not working?

A response from EE was "Any call logs related to the problem you experienced will expire after a certain time window typically 48-72 hours, and be unable to be viewed after a certain time window, typically 48-72 hours so after this time our complex investigations team will not be able to see any further logs as to why you experienced the issue with calls". So presumably any investigation must be within this sort of timeframe in order to be helpful?

I have lodged the problem as a complaint, but so far no reasonable response.

Gordon

Re: Problems reconnecting to ee network when abroad

Gordon250 — Sun, 16 Nov 2025 09:55:54 GMT

I was in Taiwan. However back in the UK now.

At the time I did try manually selecting each local network, actually only 2 from 5 connected successfully, and making a call form each. Strangely text and data on the cellular network was working but not cellular voice call.

I did not try incoming calls however. That wasn't suggested by the EE Level 1 person, but as you say maybe would have been worth trying.