No calls or texts from abroad

[Amie28]

I am in Poland and my texts won’t send and I can’t make calls. I have roaming and text/calls abroad activated, I have tried all three available networks and I have tried texting 150 roaming (but it won’t send). My data is working fine, but texts and calls won’t work. I cannot call EE to solve issue as it won’t connect. 

[XRaySpeX · Accepted solution]

@Amie28 : 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 add-on doesn't of itself activate roaming on your a/c.

Often just rebooting the phone is the simple remedy. Otherwise try logging into 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 they are not ticked, can you activate these settings?

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

PAYG is auto enabled for roaming. You won't see any of those settings & don't need to change anything. If outside EU, do you have enough credit for making calls & texts from abroad?

[Amie28]

I am on a monthly contract, yes I could sent texts and call out from phone in uk. 

Roaming should already be activated as I have been abroad numerous times with this same phone/ contract and it has always worked fine. 

I have turned my phone on/ off and done a full reboot but it still won’t work. 

I have been through all settings on my EE account and it’s activated. The CS number won’t let me call it as it says call won’t connect. 

Thanks 

[James_B]

Hi @Amie28,

Welcome to the EE Community. 🙂

It sounds like roaming is activated, but not international calling. Are you able to activate it in My EE? Go to Menu > Account Settings > Parental and Data Controls.

James

[Amie28]

Hi I’ve been to those settings on my EE and the international calls/texts setting is switched off. It won’t let me switch it back on from the webpage and I can’t call EE to get it solved. 

This shouldn’t be switched off as I haven’t ever changed it and I’ve been able to use my phone abroad without problems many times in the past. 

[James_B]

Hi @Amie28,

If you are unable to update your settings in My EE, please get in touch with Customer Care so a member of the team can help.

Thanks

James

[TSaravan]

Hi James, 

I have a similar problem. I forgot to text ROAM to 150 before I left. I have a roam like home pass included as an inclusive extra on my plan and am able to use my data no problem. I have tried texting 150 but the texts will not go through. Same for the calls. I am unable to contact customer service as my phone will not physically allow me to call even with with a spend cap. 

[Christopher_G]

Hi @TSaravan 

I recommend getting in touch with our Mobile Care team using a VoIP service such as Skype so that they we can connect roaming from our end for you.

Chris