Relay Uk (Text phone)

[ItAdam]

i tired calling to Relay Uk service, when call to put the 18001 and add any number.  this stranger is not work for me,  then i shocked got EE text me on my phone, say spend cap is and premium number fee. 

i has another provider use Sky mobile sim it working with Relay Uk but not EE!!!

I'm thought this Relay Uk is free service not pay then stilling issuie on start yesterday and today

What happened with EE service?

[Ali_A]

Hi @ItAdam 

EE supports the Relay UK service (formerly Next Generation Text) to help deaf, hard-of-hearing, and speech-impaired customers talk on the phone. 

To use the text relay service from your smartphone, PC or tablet, download the free Relay UK app.

To call us through the Relay UK app or from a textphone, dial 18001 in front of the following long-dial number 07953 966 150

With an EE pay monthly or pay as you go plan, most Relay UK calls are either free or charged at your standard rate. Check the full price list for details.

View the full list of short codes, destinations and costs

You can learn about the communication support and services , including Relay UK (Text relay), we use designed to benefit disabled customers and help them stay connected on our Communication support | Accessibility support and services | EE page

Ali 

[ItAdam]

Yes I know, has problem and still try call with use relay uk is not work because say premium call,  show you of pics attached 

Look up say call to USA? Why put the 18001 for Relay UK and add EE customer is 07953 966250

i called of 3 time with pay premium fee with £4.63!!!  Should free! 

start happened on yesterday and today.  Should free and need change sort please

[Alex_H]

Thank you for clarifying @ItAdam, the Relay service should definitely be free to use when calling us. When you called the number did it actually connect to Relay or somewhere else? 

Based on the 00 on the front of the numbers, an international exit code has been added in front of the number dialled, do you have dial assist or assisted dialling depending on your model of phone, enabled? As if so this may have added the additional 00 and routed your call elsewhere. 

I take it this was dialled directly using the phone dialler as well, if so please download the Relay UK app and call from there directly and it should also avoid anything additional being added and allow you to get in touch without any charge and speak to our billing team for assistance.

Alex

[ItAdam]

Yes, you correct this relay Uk service is free. I always using Relay Uk app 

My model is iPhone 17 pro max 

I never put the 00.  Start by 18001 on call then still stuck is not work because premium number call and I has spend cap is put the £0.

Ohh yes I was message EE on live chat and they told me is about international is pay charges and They been refund of credit, I waiting of them will fix the Relay Uk use on EE service. Still stuck today!! 

[Peter_W]

Thanks @ItAdam 

As @Alex_H has mentioned, I strongly suspect you have dial assist enabled in your phone's settings.

This feature is used to help with identifying when an international dialling code is required, and by starting the number with a 1 it is assuming your are trying to call a number in the USA.

If you try disabling this option by going to Settings > Apps > Phone, then scroll to the bottom to 'dial assist', it should stop blocking this in the future.

Peter

[ItAdam]

I checked to my phone settings, go phone then I saw Dial Assist is enabled! 

 I confused what I do is enabled or disabling?? 

[Peter_W]

@ItAdam You will want to disable this feature.

When enabled, this feature will automatically try to convert the number to a US 001 dialling code due to the presence of the 1 at the start of the Relay code.

Peter

[ItAdam]

Okay I been put the disable, still same of problem 

I think this EE technical issue and network problem. You report to EE team please 

I been called Relay Uk on EE is working is last time on Monday 24th August, then stopped on last Wednesday 26th! 

[Peter_W]

@ItAdam Could you please describe the exact thing that's happening when you try to use relay, along with the exact steps you're taking when trying to use this?

For example are you seeing any error messages or codes?

Peter