120 mins from anywhere not working

[blumesh]

Hi, 

I am india snd I spoke to customer care on Friday thd 26th and added on 120 mins from anywhere. It shows up on thd account as added but It is not working...I can't even make calls to any number in UK. Not even the customer care number. I havd tried, resetting thd mobile network, toggling airplane mode on/off restarting thd phone after that with no joy. Can EE get in touch to sort this out or is there email to mail them so they csn call me to sort it.

[XRaySpeX]

@blumesh : 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 you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[blumesh]

Hi Xrayspex,

Thank you but the customer care lady I spoke to when adding it on mentioned nothing when I particularly asked if there is anything I am supposed to do prior to flying!! If I remember correctly she mentioned that my roaming was already on!

[bristolian]

---

@blumesh wrote:

Hi Xrayspex,

Thank you but the customer care lady I spoke to ....If I remember correctly she mentioned that my roaming was already on!

---

Let's assume that's correct, and thus your SIM has access to foreign networks. Basics first..

Does your phone show a connection to any local networks? You need network coverage abroad to make & receive calls, send & receive text messages, and use mobile data. You should receive a welcome text message on first arrival abroad, which also doubles as a test of this network connection - did you?

Normally your phone should auto-connect, but if it's not done so, try a manual network search and cycle through all local operators in turn. What's the result?

[blumesh]

Hi, I received the text attached above...I have reset and did manual selection of the local mobile network and only one connects .....Airtel...still no joy with calling...keeps telling me I don't have the facility to call the number when I dial a UK number

[bristolian]

So if you have a local network connection, a lack of ability to call certain numbers normally means one of two things.

1: You have a spend-cap set, and even though the call is covered by an add-on, there's a conflict. Check & resolve using https://ee.co.uk/help/help-new/billing-usage-and-top-up/track-and-manage-your-usage/how-do-i-set-up-... 

2: You have an international call bar set. You may be able to alter this by texting ROAMING to 150 and following the current options, but be very careful to not disable your roaming ability. I suspect you may need to contact CS to check this bar.

[blumesh]

There is no spend bar....I have checked.  I might have to call the CS but from my family member's local phone or skype. Do you know the number to call from abroad. Thanks for the advice.

[XRaySpeX]

---

@bristolian wrote:

even though the call is covered by an add-on, there's a conflict.

---

Maybe there isn't! The Welcome msg mentions a TDP but not a Calls From Anywhere.

[XRaySpeX]

To phone EE CS: Dial Freephone +44 800 079 8586

[blumesh]

 The text does mention it is added....the local network picked up but still unable to call any UK number.