Cannot make UK calls from Spain

Kitty862 · ‎10-05-2023

Hi,

I am on contract with EE and whenever I try and make a call from Spain it just says ‘this option is not available’. I have roaming switched on in settings and am able to use 4G for WhatsApp and internet. When logging in to my account settings online there is no toggle in the roaming section to switch on/ off. I am able to receive UK calls though.

Please can you advise?

XRaySpeX · ‎10-05-2023

@Kitty862 : Are you on contract or PAYG? Did you use that SIM for making calls or texts in UK before you left to go abroad?

If 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.

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.

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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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Kitty862 · ‎10-05-2023

I’m on contract which I’ve had for a few years. I didn’t text ‘roaming to 150’ but I have roaming switched on on my settings which the website says you can do instead of texting?

I’ve turned the phone on and off several times and tried selecting other networks manually but none work. However I still have 4G connectivity

Seems like cs is the only option annoyingly

Leanne_T · ‎10-05-2023

Hi @Kitty862

I am sorry to hear this, if you can call our customer care team they will certainly get this looked into for you.

Let us know how you get on.

Leanne 🙂

Kitty862 · ‎10-05-2023

Hi

Managed to get through on Skype. International and premium calls were not switched on on my account. Was advised they were now but have turned the phone off and on a few times now and still not working. Very annoying!

Leanne_T · ‎10-05-2023

Hi @Kitty862

Thanks for calling, any account changes can take up to 24 hours to take affect. Please keep trying and let me know how it goes.

Leanne.

bristolian · ‎10-05-2023

Also to add, roaming isn't a setting in your phone - it's a network level setting alongside the call-abroad option.

Many users confuse this with the data-roaming phone setting, which just enables the phone to use data over an existing roaming connection.