Problems with roaming

[Fred7101]

I have paid £15 for a roaming facility in Germany. I cannot send texts or make calls, however, even though I can receive Whatsapp and get onto websites. Can you tell me what to do to be able to send normal texts and make and receive normal calls? Thanks. 

[Northerner]

Hi @Fred7101 

Are you normally a UK resident on a PAYG or pay monthly contract? 

Are the services you receive on WiFi.

Thanks 

[Fred7101]

I am on a monthly contract. The WhatsApp calls and messages and the internet sites work without Wifi.
It’s strange that I can’t receive or make calls or texts.
Any ideas please?
Thanks.
Sent from Mail for Windows

[Northerner]

Hi @Fred7101 

If you have an iPhone try resetting your network settings. Also try restarting your device. 

Are you addin +44 to your calls/text messages. 

Lastly can you manually connect to another network and does that have the same issue you have now. 

Thanks 

[Fred7101]

Hi @Northerner,

I have tried restarting my device.

I have also tried making calls with +44 in front. 

Neither work!

I haven't tried manually connecting to another network. The weird thing is that I could make calls for the first few days I was out in Germany but then it stopped - it was then I bought the roaming package. 

Any help would be much appreciated. 

[bristolian]

The £15 you refer to, is for a billing add-on which reduces the cost of roaming. It is separate & independent of the roaming facility which is free and which allows your phone to connect to foreign networks.

Does your phone have a connection to any German networks, and did you receive a welcome text message on arrival in Germany? Both of these would be good evidence of roaming being active. Without it, you won't get any mobile coverage abroad, and thus be unable to make or receive calls, send or receive text messages or use mobile data.

Roaming is normally enabled by texting ROAMING to 150 before leaving the UK - did you do this? If not, assume roaming isn't enabled and your only recourse is to contact EE CS via another means to request roaming is activated.

If roaming is active, then the usual troubleshooting here is toggle flight mode and/or manually connect to alternative local networks.

[Fred7101]

I phoned up EE about a week before I came to Germany to ask about roaming and I thought they had set me up with the £15 deal. When I arrived in Germany everything was working OK and I got a message saying that my phone was currently set up for roaming worldwide. Then I  suddenly couldn't send Whatsapp messages away from my wifi connection and I then applied for the £15 roaming deal because I was worried it perhaps wasn't put on the account after all - I understand now that was nothing to do with it. Once I put the £15 roaming deal on my Whatsapp returned away from Wifi but I can't make normal calls and send texts. 

I wish I could somehow phone EE and talk to a human being but it doesn't seem possible. Is there a way I could do that?

Thanks. 

[bristolian]

Which German networks have you tried connecting to, and are the symptoms identical on each?

[Fred7101]

I am on o2 - de. That's what it says on the top left. How would I try another network please?

[Leanne_T]

Morning @Fred7101 

Which device are you using? 

I will certainly help you get to the correct settings to search for available networks. 

Leanne 🙂