topic Re: Help Abroad in Roaming

Help Abroad

Lor881 — Tue, 03 Mar 2026 07:49:35 GMT

I'm currently stuck in Mauritius due to all the cancelled flights, I have purchased a zone pass so I can make some urgent calls but I am unable to call anywhere, I can't even call 150, my app doesn't work which I have made a previous complaint regarding which has not been resolved. I have tried all steps online to resolve but I am unable to contact anyone at EE to help me and I am unable to resolve my issue.

Re: Help Abroad

bristolian — Tue, 03 Mar 2026 07:58:19 GMT

If you've purchased a pass to reduce the cost of calls, that tells me you've received a welcome text message and are thus roaming. Have you been able to make calls whilst abroad in the past? Be it on this trip or previously?

Try manually selecting alternative local networks, there may be an issue with one and this will either rule that out or resolve.

What are the steps you've tried to resolve so far?

Re: Help Abroad

Lor881 — Tue, 03 Mar 2026 08:17:02 GMT

I have never had a problem when I have been abroad before.

i have tried to manually select network and selected each one to try and make a phone call which has been unsuccessful.

I have tried restarting my phone, I have disconnected from the WiFi and tried, I have text ROAMING to 150 which says I'm all set and have my UK allowance.

i have tried called every single EE number alternative to 150 and cannot make any calls.

cannot access my app which I have raised in a previous complaint so can't do anything via the app either and have been unable to do so for probably 8 months

Re: Help Abroad

Linzi_H — Tue, 03 Mar 2026 09:30:26 GMT

Whilst it does sound like everything is set up from our side of things, if you contact our team from an alternative device, they'll be able to review your account in further detail @Lor881

Our team will also be able to look at your online account access and work on getting this resolved so you can have your access back.

Linzi

Re: Help Abroad

Lor881 — Tue, 03 Mar 2026 09:42:41 GMT

I am unable to contact off another device as everyone else is unable to call out as we are all in the same boat, hence why I purchased the pass as the one who could make calls etc.

So what alternative options are available to me to resolve this issue as I'm sure you can appreciate that by purchasing the pass that I actually can't use (so far I have purchased 6 passes over the past week and a half) and clearly have wasted my money on those as I'm not able to do anything and even more frustrating is that I am currently stranded in a foreign country with a lot of unrest and no idea when I will be returning to the UK and so far EE have been very unhelpful and I am being told to contact you when I have absolutely no way of doing so.

Re: Help Abroad

Linzi_H — Tue, 03 Mar 2026 10:07:08 GMT

If everyone else is also having the same issues unexpectedly, it could be a local network issue. What networks have you tried to connect to?

Out of the 6 passes you have purchased, have any worked? If previous passes have worked, it could be that you have reached your Spend Cap. Please text SPEND CAP to 150, and let me know what happens.

The best next step is to call our technical support team, but as previously advised, this would need to be from another device/line @Lor881

Linzi

Re: Help Abroad

bristolian — Tue, 03 Mar 2026 10:06:53 GMT

@Lor881 wrote:
I have never had a problem when I have been abroad before.

This is good evidence that your roaming facility is already enabled. Does "never had a problem" include making international calls back to the UK?

@Lor881 wrote:
i have tried to manually select network and selected each one to try and make a phone call which has been unsuccessful.

If your phone shows a connection to each local network, you are roaming. Are you able to send or receive texts on each one? Can you make local, in-country calls? Or are only calls back to the UK affected? This is testing whether the issue could be an international bar applied.

The other thing to check is a spend cap, which would prevent roaming charges being applied and thus stop usage. Check via the help on https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap

In another post you mention that other people you are travelling with, are "all in the same boat" making me wonder if this is a local network issue. Can you expand on their situation? Are they also with EE, or other networks? Are they using the same local network(s) as yourself? Are they also having an inability to make calls while other functions work?

Re: Help Abroad

Lor881 — Tue, 03 Mar 2026 10:14:35 GMT

Others travelling with me are on completely different networks and providers and have different issues hence why they are prevented from making calls, it's has nothing to do with a network issue.

I do not believe I have a spending cap - I have purchased the passes in order to access my UK plan which states I have access to all of my allowances.

I am not sure you are fully understanding my issue and I am becoming increasingly frustrated at the fact that all EE have come up with a solution to is call of an alternative device - I am also stranded with 2 small children who are wanting to contact their dad who is in the UK and I am trying to contact my work, I am also not sure why I should put extortionate charges onto someone else because EE have no alternative processes in place to assist me, especially in a time of an act of war.

i have found this wholly disgraceful from EE and have left me with significant more issues than there needs to be - does EE have nothing other than calling EE which I am unable to do to help me at all?

Re: Help Abroad

Lor881 — Tue, 03 Mar 2026 10:15:26 GMT

I also do not currently have a spend cap so that is also not the issue

Re: Help Abroad

bristolian — Tue, 03 Mar 2026 10:29:12 GMT

In one post you say "I do not believe I have a spending cap" and in another post you're more certain. It may be worthwhile checking so as to be 100% certain - other users have had issues with this in the past, and it's something to easily rule out.

Can you clarify the answers to the other questions I raised? If your phone shows a connection to each local network, you are roaming. Are you able to send or receive texts on each one? Can you make local, in-country calls? Or are only calls back to the UK affected? This is testing whether the issue could be an international bar applied.

Assistance is being offered on this forum, but if you want to pursue an account-specific approach, then you will need to contact CS via alternative means. It's unfortunately a catch-22 that the means by which you would ideally make contact is affected by the issue needing resolution. Resolve that, and you have no need to make contact!

Re: Help Abroad

Lor881 — Tue, 03 Mar 2026 10:27:39 GMT

I understand that but I have also tried to make calls to others that are here with me and unable to do so.

please can you tell me how I can contact via an alternative method when I do not have that available to me?

I have tried manually connecting to every available network to me and attempted to make calls and cannot do so across any networks, internal calls not working.

I do not currently have a spending cap applied.

Re: Help Abroad

Lor881 — Tue, 03 Mar 2026 10:29:54 GMT

If the only way I can get assistance to resolve my issue is to call from another device which I have explained several times is something I am unable to do then EE is clearly not going to be able to assist me whilst I am stranded in a foreign country with small children during very uncertain times and EE have no other contingencies in place to support their customers then I would like the contact details of where I can raise an official complaint

Re: Help Abroad

Lor881 — Tue, 03 Mar 2026 10:41:37 GMT

I am able to make and receive text messages, just unable to call.

Re: Help Abroad

bristolian — Tue, 03 Mar 2026 10:44:09 GMT

You mention that you've raised a formal complaint previously regarding another issue, you can use that very same complaints process for this roaming issue too.

Just out of interest, what other contact means would you prefer are available? Email is often mentioned, but threads like this are very good evidence of how inefficient it could be, and you're left with the problem of how to secure account access.

Historically, many people used Skype as a way of making free web-based calls to EE's 0800 number, but Skype withdrew that a while ago now. Live chat is available via the myEE app for pay-monthly customers, it's unfortunate that you have a separate issue here.

Re: Help Abroad

Lor881 — Tue, 03 Mar 2026 10:48:33 GMT

A live chat option would of been preferable, anything else would of been better than constantly being told to call when I can't, I have been an EE customer for many years but this has been something that I think will change now as this is a very unusual circumstance that has left me even worse off where I am unable to pretty much do anything and feel wholly unsupported by my provider.

Re: Help Abroad

bristolian — Tue, 03 Mar 2026 11:05:39 GMT

@Lor881 wrote:
A live chat option would of been preferable

Live chat is available via the myEE app for pay-monthly customers, it's unfortunate that you have a separate issue here.

Linzi's also offered a few suggestions at 10.07am that I don't think you've picked up on either.

Re: Help Abroad

Christopher_G — Tue, 03 Mar 2026 11:07:30 GMT

Hi @Lor881

Welcome to the community.

I'm really concerned to hear of your situation. I've sent you a private message to try and get you some help.

Please take a look at your community inbox and get back to me.

Thank you.

Chris

Re: Help Abroad

Paras1 — Wed, 04 Mar 2026 08:46:56 GMT

Hi,

Is there a solution to that issue? I'm currently in the UAE and have the same problem with incoming and outgoing calls. The Internet and text messages work fine. But any attempt to call fails, even when the calls over Wifi are enabled.

After calling to EE in the UK, using another network, I was told that everything looks fine, and they don't understand why it doesn't work, and it might be due to congestion on the nearest tower.

I can see that Call Barring is turned ON for all calls on my phone, and I wasn't able to turn it OFF. I tried another phone, and the same network error came up each time. EE said that there is no Call Barring on my account. But it shows clearly on two phones I tried.

It looks like either the network in here (UAE) or EE has put a temporary block on the customers who travel to this part of the world. In the current situation, it is a very horrible move, especially when most of the places with WiFi blocking use of Whatsapp calling, so speaking with everyone is not possible. And not being able to see who tried to call to get back to them is the most troubling thing.

Re: Help Abroad

Christopher_G — Wed, 04 Mar 2026 10:13:10 GMT

Hi @Paras1

Welcome to the community.

We understand how important it is to use your phone in your current situation. We're definitely not blocking users from calling from abroad.

I'd like to try and get you some help. Could you take a look at your community inbox and reply to the private message that I'm going to send you please?

Thank you

Chris