Roaming - Cannot make/receive calls

[MsOlivia]

Hi,

I recently purchased an international roaming and unlimited data on a 2 year contract. I just arrived in the US and cannot make or receive calls to/from US or UK. I can receive texts and use data (whatsapp etc). Each time I attempt to make a call the call fails and line goes dead. Some contacts in the US are saying they can see a call come in, but cannot answer it (line is dead).

I also cannot call 150 for support. When I dial it into my keypad it looks like 1(50) and goes nowhere (doesn't even ring).

I connected with a customer service rep via the app and they asked to me ensure data roaming is on (it is) and I am connected to the network etc. We also did a system reset. This did not resolve the issue, and I still only have data but no ability to make or receive calls. Given that I'm on an extended trip and purchased this plan explicitly for this reason, I'm less than pleased it doesn't work.

The EE rep and their manager said they were unable to help beyond this and provided me with phone numbers I have to call for more technical support, but this is not an acceptable solution as my phone cannot make or receive calls.

I am at a loss of what to do next as EE has let us down majorly here with a lack of chat option for resolving stubborn cases like mine and need help from others who have experienced something similiar.

Thank you

[MsOlivia]

Hi James, could you please see my message below and let me know the best course of action to take to connect with a technical specialist who can solve the issue of why I'm not able to make or receive calls on my international roaming plan, despite all the settings being correct?

[MsOlivia]

Hi,

I recently purchased an international roaming and unlimited data on a 2 year contract. I just arrived in the US and cannot make or receive calls to/from US or UK. I can receive texts and use data (whatsapp etc). Each time I attempt to make a call the call fails and line goes dead. Some contacts in the US are saying they can see a call come in, but cannot answer it (line is dead).

I also cannot call 150 for support. When I dial it into my keypad it looks like 1(50) and goes nowhere (doesn't even ring).

I connected with a customer service rep via the app and they asked to me ensure data roaming is on (it is) and I am connected to the network etc. We also did a system reset. This did not resolve the issue, and I still only have data but no ability to make or receive calls. Given that I'm on an extended trip and purchased this plan explicitly for this reason, I'm less than pleased it doesn't work.

The EE rep and their manager said they were unable to help beyond this and provided me with phone numbers I have to call for more technical support, but this is not an acceptable solution as my phone cannot make or receive calls.

I am at a loss of what to do next as EE has let us down majorly here with a lack of chat option for resolving stubborn cases like mine and need help from others who have experienced something similar. Thank you for your help.

Olivia

[bristolian]

I rather suspect the CS bod you spoke to, wasn't following correct process.

Data roaming just means using data whilst roaming - by being able to use internet-based apps, that's already working. If the front-line agent can't resolve an issue, they should be escalating it to another agent with additional tools - and transferring you to them. Not asking you to call someone else.

As a first stage, try a manual network search and cycle through each available local network in turn. Is the problem identical on each one? Or does connecting to another network resolve the issue?

[Northerner]

Hi @MsOlivia 

• Did you ask CS to check roaming was activated on your account.
• Have you tried manually selecting a different network.
• Did you use your new SIM in the UK before leaving. 

If you need to speak to CS from abroad you'll need to use another device/phone and call +44 (0)7953 966 150

Thanks 

[bristolian]

@MsOlivia had created 3 separate posts for this issue, resulting in 2 sets of replies. All are now combined into one single thread. Please just use the "reply" function and keep everything in one place.

I agree with ukms comment entirely. Refer to my earlier replies.

[MsOlivia]

Hi Bristolian,

I tried manually connected to other networks but unfortunately those didn't work and actually causes my data to drop It appears that only T-mobile (semi) works, for the data atleast. The CS rep's manager asked me to call specific telephone numbers to speak with technical advice and said there was no other route available as technical support is not available via chat, despite the fact that I'm not able to make or receive calls. So I am still at square one.

[MsOlivia]

Hi Northerner,

I received texts from EE confirming that I'm all set up to use my roaming plan in US.
I didn't receive a new SIM. My new roaming plan was added to my existing eSIM before I left the UK this month.

[Matt_124]

Have you tried switching to 4G from 5G in your phone settings to see if this makes a difference to your ability to make or receive calls?