Contacting EE from abroad with a phone that won't work

[AndyM12]

I have the same problem, normally in the US my phone works fine, now while texts work the phone won't work at all. I want a Chat conversation with ee but the link you provided to https://ee.co.uk/contact-ee has no "Start Conversation" function that I can see. Can you give more information on where to find this, it must surely exist? 

[bristolian]

Self-help here may avoid the need to speak to EE.

If you're using Android, check for "VoLTE" next to your signal indicators, Apple shows it as "4G-call".

If it's not shown.. then for Apple follow Settings > Cellular > Cellular Data Options and tap Enable LTE or Settings > Mobile Data and tap Enable LTE. Make sure "Voice & Data" is selected.

For Android, the location can vary but is generally under Settings > Network/Connections > Enable VoLTE.

[AndyM12]

Thanks again for your help. However (Android), "VoLTE calls SIM 2" was already switched on.

[bristolian]

Does VoLTE show next to your signal indicators?

If yes, the logical assumption is there's an issue with the US network not allowing VoLTE calls with the facility enabled & displayed. This would potentially need EE to raise a faults ticket for further investigation.

If no, I'd query why your phone isn't displaying VoLTE with the toggle switch on. Toggling flight mode and VoLTE on/off would be the next step, to see if it can "kick in".

[AndyM12]

Hi Bristolian, no "VoLTE" showing in status indicators. Though do have 4G symbol. Tried that toggling to no avail.

[bristolian]

That suggests the network is not allowing VoLTE setups, which explains the lack of ability to place calls.

Have you been able to make or receive calls in the US, or on that network, prior during this trip? That might suggest a config issue on the site serving your specific location.