I cannot call a specific number

[Frazz1]

Hi Jon, Was this resolved? I have exactly the same problem with two numbers on my phone. If I call them from the UK then no issue, As soon as I am overseas (doesn't matter what country) then when I call the numbers the calls are immediately cancelled on my handset (iphone xr). It doesn't seem to even try and connect to the network?? I can send them a text message and get them to call me, this always works. When I get back to the UK then it is resolved and the numbers can be dialed and connected. Thanks in advance for advice

[XRaySpeX]

@Frazz1 : What do you mean by having 2 nos. on your phone? Do you mean it's dual SIM or do you mean on your EE a/c?

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. Also try selecting a network manually rather than auto. Otherwise login to 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 not ticked, can you activate these settings?

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

PAYG is auto enabled for roaming as long as you've used the SIM in the UK previously. 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?

[Frazz1]

Hi, thanks for your message. I'll try and clarify the open points. . . I meant that there were two specific mobile phone numbers that I know of whereby I cannot call from this phone when using it abroad (immediate call cancelled when I try to dial them from abroad only, they work totally fine when dialled from the UK). One number is a UK mobile, the other is Danish mobile number. 

I have a monthly contract through my company, travel overseas at least twice per month. I've used the phone abroad for several years with the same SIM without issue, just the two numbers that I try and call (that I know of) seem to have the issue. I deleted both the contacts and then manually created the contact again, phone has been rebooted several times over the years with different software versions on the phone. I can contact these phones over the internet (what's app and imessage) . .not 100% sure if SMS is working as I rarely use that.

As I know this is something that changed in around 2019/2020, before that I could dial these numbers without any issue.

Thanks for your advice

[XRaySpeX]

Only these 2 nos? You can call other nos. from abroad?

Have you inspected the online MyEE settings I suggested?

Certainly roaming in EU changed in that period, on 07/07/21.

[Frazz1]

Hi XraySpex,

I cannot access myEE a this is covered under a large corporate account (seems to only be personal and small business that can access) bah!

Any other thoughts?

[James_B]

Hi @Frazz1,

Please report this issue to your EE account manager.

They'll be happy to help. 🙂

James

[Cjoan]

Hi 

did you ever get this resolved? 
I have the same issue with two specific numbers 

[Leanne_T]

Hi @Cjoan 

Are you making the call in the UK or abroad? 

Can you the numbers call you? 

Leanne.

[Frazz1]

Hi,

I did get this mainly resolved. The issue was that the numbers were tagged by EE as being premium rate numbers (those numbers are not normally accessible internationally). I had to send EE the actual numbers that I knew had a problem and they checked the tags, changed them and the problem was solved instantly. There may still be some that I have not tried though and they could still be tagged!

[Cjoan]

Thank you I will try this.

Kind regards

Chris

Tel: xxxxxxxxxxxx

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