Can get data sometimes but not make calls in canada

[Luke232]

I have roam enabled and can get 4g data but not make any calls. It is sos only or very low bar on manual selection. Though 4g appears. All calls fail even when manually selecting the network. Any help gratefully received as I can’t phone ee to get help. Been able to use facetime etc. 

[bristolian]

Does VoLTE (Android) or 4G-calling (Apple) show on-screen alongside the coverage indicators? And is this behaviour consistent across all available networks?

Your description suggests poor coverage in this locality - does this problem exist in other good coverage areas?

Also check you don't have an active spend cap - https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap 

[Luke232]

 

Thank you for helping. I’m on an iPhone. This is what I have atm.

Before it had 4g and no bars but I was able to make a FaceTime call. Which is all consistent with your diagnosis. As is this issue of spinning wheel when I turn network off automatic.

 

But I am in the middle of Vancouver and don’t think the signal would be that weak. And there is no wifi calling either if that helps?. So I wondered if I perhaps need to do something else. Maybe some sort of profile or network setting? 

So far I’ve added a £20 spend cap. Toggled airplane mode. Reset the network settings and have check that roam abroad is active on my account. The real frustration is there does not seem to be a way to contact EE at all with my issues except via this forum. 

I will go downtown now and see if I can get a different set of networks appear and screen grab that and share those once I’m back on wifi. 

[Leanne_T]

Hi @Luke232 

Is there anyone else with you on EE and able to connect to a network? 

Please let us know how you get on in another area 🙂

Leanne.

[Luke232]

hello, 

no, I am on my own, and I have gone to a new area (the university) and have the same SOS only issue.

For a brief moment there was a 4g bell connection, and I tried to make a call to the ee help number +447953966250 and it looked like it was trying to connect, but it did not ring, it stalled and then failed.

I have the same here as before. and no way of phoning EE for help.

I will try another area in the university and see if that is any different.

[Leanne_T]

I see, thank you @Luke232 

Have you had any signal and networks showing since you landed? 

Leanne.

[Luke232]

I talked to a local and they told me that they had good coverage on 'freedom', which I can see on the list. When I 'network selection' freedom I get the same sos only

[Luke232]

I have been able to make a FaceTime call, but it was intermittent, but certainly there. As suggested by another poster, it looks like im I a really weak mobile / cell area , but the locals say this is not the case.

[Leanne_T]

I see @Luke232 

Please try other areas if you can and let us know how you get on 🙂

Leanne.

[bristolian]

---

@Luke232 wrote:

Reset the network settings and have check that roam abroad is active on my account.

---

Roam Abroad is just a billing add-on, and is irrelevant so far as the roaming facility is concerned. Billing add-ons reduce the cost of roaming, but they don't give permission to connect to foreign networks. That's what texting ROAMING to 150 from the UK, does.

If you're using internet-based functions without access to WiFi, then you are using mobile data and therefore have a local network connection. If you are using WiFi to do this, then the possibility of roaming not being active (thus preventing your phone connecting to any Canadian networks) has not been disproven.

If you have travelled abroad without enabling roaming, you are correct to identify that a catch-22 situation has arisen and you'll need to make contact with EE CS via another means - either another working phone, or via a web-calling app such as Skype - call on +44 800 0798586