Can't make calls to UK while in Australia

[AndrewPoole207]

Hi, I'm on holiday in Australia and set up the roaming pass I needed by calling EE before we left. Now I'm here I can't contact EE at all as international calls are barred and I can't see how to unbar them. This isn't something I've asked for and I've always been able to call home before with no problem on previous operators. I've tried contacting EE via my wife's phone but everything on support is automated and relates to her phone - we can't talk to anyone or chat or anything. Very frustrating!

[bristolian]

Does your phone show a connection to any Australian networks? Did you receive a welcome text message on first arriving?

You've mentioned a billing add-on, but not the roaming facility itself. It is this which enables access to foreign networks, without which you won't get coverage abroad - and thus have an inability to use network-based services such as calls & texts.

This is normally done by texting ROAMING to 150 before leaving the UK. Did you do so?

[AndrewPoole207]

Hi & thank you! I have roaming switched on (it's always been switched on, but I didn't do the 150 text before we left, never had to do this before? As I didn't do this, is there a way I can contact EE using data to get it switched on now, and to stop the international call barring from Australia?

Thanks!

[bristolian]

Once roaming is enabled, it remains so unless you specifically request it cancelled. You've not answered whether your phone shows a connection to any Australian networks, but have alluded to using mobile data - so I would presume you do.

Although the roaming pass should allow for this, check your spend cap status as this is another common cause of roaming issues - https://ee.co.uk/help/help-new/billing-usage-and-top-up/track-and-manage-your-usage/how-do-i-set-up-... 

There may also be an issue with the specific local network you're connected to, and trying an alternative operator often resolves this - either toggle flight mode or use your phone's network settings to manually search and connect to all networks in turn.

If the problem is consistent, then it points to an account issue - you'll need to contact EE CS on either +44 7953 966150 or +44 800 0798586