International calls barred - getting nowhere

[rob-b2]

Hi - hoping someone can help. Recently, I have been unable to make international calls (to France) from my handset, the message I get is "calls to this number are barred from your phone". This started a few weeks ago, previously I have always been able to call internationally and have done so very regularly. I have the reduced rate international bundle. Things I have tried:

1. Using the EE app to enable international calling (it is showing as disabled). This doesn't work, it fails with a message to text 150 (tried that, none of the options are relevant). 

2. Calling tech support, three times (and waiting > 40 mins each time to get through). They say there is nothing wrong, no reason why it shouldn't work etc, then tell me to wait a few hours and it will definitely work again (which it doesn't). 

3. Visited a store. Again couldn't diagnose, suggested I try raising my spend cap, buying a 250 min international bundle, resetting network settings on my phone (none of which worked). Referred back to tech support (see above) but the guy in store said I should give up and use FaceTime or WhatsApp (which isn't a solution and no use if the person I'm calling doesn't have data)!

4. Registering a complaint online. 24 hours later, no response. Tried calling again to follow up. After 20 mins waiting, I gave up. 

If I can't get this fixed today or tomorrow I'm going to have to change network, which seems ridiculous. I don't want to do this as I'm happy with EE's data speed / coverage, but I need to be able to call France, they don't seem to be able to make it work and I've already spent over 4 hours on this without any progress.

Any ideas or suggestions greatly appreciated.

Many thanks

Rob

[XRaySpeX]

Login to your MyEE account online & go to Menu > Account Settings > Parental and Data Controls >Call Abroad and Premium Rate. It will show as ticked if calling abroad is activated. If not ticked, can you activate this setting?

If you can't enable the Call Abroad & Premium Rate setting of your online MyEE, you will need to call CS.

[Leanne_T]

Hi @rob-b2

Thanks for coming here. 

Do you have a spend cap on your account? 

Also, is this more than one number you have tried calling from the UK to France? 

Leanne 🙂

[rob-b2]

Hi Leanne - thanks for the response.

I have a spend cap of £50. I’m nowhere near it. Spend cap used to be just £20 and I could still roam and call abroad until a few weeks ago.

Roaming and international calling is shown as disabled in the app and on the website. When I try to activate, I get an error “sorry - we’re having problems. Text info to 150 to make your changes”. Then when I do that it doesn’t work either.

Many thanks

Rob

Sent from my iPhone

[rob-b2]

Thanks XraySpeX - sadly this doesn’t work, I can’t enable the options. I get an error saying “we’re having problems - please text 150” (and that doesn’t work either).

Something has changed in my account (without my involvement) as I always could roam and call internationally. I’ll try CS one more time.

Thanks again

rob 

[XRaySpeX]

So you'll need to call CS. That's what's stopping you making calls abroad.

[Leanne_T]

Please let us know how you get on when you call again @rob-b2

Leanne 🙂