No connections and stuck

[wyntingley]

I left the UK on Friday 1st July 2022 from Heathrow airport bound for Fiji via Singapore.

We arrived in Fiji on Sunday 3rd July.

Fiji is 11 hours ahead of UK time.

On Tuesday 5th July I had a job interview with a company in the UK, so I tested the phone with a quick call to a friend in the UK - it was good and the connection was clear (FJ Vodafone).

I had a 5 bar FJ Vodafone service at all times.

That evening (7pm for me, 8am for the UK) I received an urgent email that my interviewer couldn’t get through on the phone and suggested a TEAMS call instead. Fortunately, although voice only and prone to drop outs, the call was made.

I sent a message to my son in the UK via WhatsApp asking him to try calling me and texting me - nothing came through.

I also needed to contact my bank but the confirmation text codes for security were not coming through.

After this, I contacted EE chat support online.

For 4 days, I contacted support (for an hour each time), for the first 3 sessions, nothing was solved on the fourth session (this morning) my service got worse when the support agent did something that meant my handset won’t even connect to the local cell network anymore.

The two networks available locally are visible: Digicel and FJ Vodafone, but I cannot join either.

I cannot even make a phone call now - things have gotten worse.

I don't know what to do next.

[bristolian]

If you've previously used your phone on a foreign network, then your roaming facility is active on EE's UK network.

You've described receiving calls, but it's not clear whether you've made any outgoing calls. Try logging into your myEE online account, and under "Parental & data controls", make sure the following 2 options are enabled:

1: International roaming

2: Call abroad & premium rate

If for any reason these are both disabled and you're not able to activate them yourself, you will need to contact EE C/S to rectify.

You can do so either by calling +44 7953 966250 from any working phone, or +44 800 0798586 from any web-calling app such as Skype. You may also be able to use a live-chat session when logged into myEE.

[wyntingley]

Thanks for the reply. 
I was able to make outgoings calls but no incoming calls or texts. 
After a support chat session the phone won’t even see the local cell network anymore - it was previously a 5 bar signal. 
I’ll try your suggestions (I’ve done them several times already).

[bristolian]

If you've previously been able to make outgoing calls, that would suggest your roaming permissions are all active and there may be a problem with the local network. Make sure you don't have any "do not disturb" or incoming call diverts set via your phone's menu.

Have you also tried restarting your phone?

Otherwise this may need an investigation case being raised via EE C/S.

[Chris_B]

@wyntingley   Is your device a 5G device?  If it is is it set to 4G only if it’s not can you try that.