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Cannot make calls from Spain, just 3 beeps and then cut off

jimbo12
Investigator
Investigator

‎23-11-2022 05:42 PM

I wonder if anyone can help?  I am in Spain.  Have 4G and a great signal, can access internet and receive calls just fine, but when I try to make a call I just get three beeps before getting cut off.  It’s the same across all available networks.  Its a nightmare getting to speak to a real person at EE and having finally got through to an adviser today they were unable to help. Looking at the forums I see others have had this problem too.  Is anyone able to suggest a solution?  I’m here for 3 weeks away from family and feeling rather cut off at the moment! 

0 Helpful
4 REPLIES 4
Schockwave
EE Community Star
EE Community Star

‎23-11-2022 05:46 PM

@jimbo12 , are you on pay as you go or monthly contract?

If on monthly contract, did you enable roaming, call abroad and premium calls? 

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
XRaySpeX
EE Community Star
EE Community Star

‎23-11-2022 06:23 PM

If on contract, login to your MyEE account online & go to Menu > Account Settings > Parental and Data Controls > Roaming Abroad and also Call Abroad and Premium Rate. They will show as ticked if roaming and calling abroad is activated. If not ticked, can you activate these settings?

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

If you think I helped please feel free to hit the "Thumbs Up" button below.

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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jimbo12
Investigator
Investigator
In response to XRaySpeX

‎23-11-2022 07:07 PM

Monthly contract.  I’m in Spain quite often and normally all that’s required is to to change my device settings to allow data roaming. On arrival in Spain I got the normal welcome message from EE telling I could carry on using my phone with no extra charges.  Texting ROAM to 150 also tells me I’m all set up and ready to go.  However if I log onto my EE account settings the data roaming option isn’t checked and cannot be changed.  All very strange as everything except outgoing calls is working as expected. CS adviser earlier couldn’t help.  

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to jimbo12

‎24-11-2022 07:33 AM

Hi @jimbo12,

Was call abroad and premium rate ticked in My EE?

James