Roaming

[Gem50]

My mobile worked fine in spain in April 2022 but now in june calls and texts are not working. The help section gives a number to call but EE is preventing my mobile from making calls. Roaming has always been enabled since I joined EE a number of years ago. Does anyone know how to fix this?

[Christopher_G]

Hi @Gem50

Welcome to the community. Are you in Spain now too? Are you on contract or pay as you go?

Chris

[Gem50]

Hi Chris 

Yes, I'm in spain just now and have a contract phone.

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[Christopher_G]

Is your phone connected to a Spanish network, @Gem50?

When did you take your contract out?

Chris

[Gem50]

Yes it connected to movistar and the contract was initially taken out September 2019.

[Christopher_G]

Do you know if you can receive calls, @Gem50?

Could you try manually connecting to a different Spanish network please? If you need help on how to do that, let me know what phone you have and I'll take a look.

Chris

[Gem50]

I tried to change to Vodafone ES but was informed the sim couldn't register with them.  I have switched to orange and texts seem to be going now but when I try make a call it's saying the calls are restricted.

[Christopher_G]

OK, thanks @Gem50

Which phone do you have? I'll have a look and see if there are any phone settings that could be causing this.

Chris

[Gem50]

It's a Samsung galaxy s21 ultra

[XRaySpeX]

@Gem50 : As 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 try logging into 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 they are 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. over Skype. It should be free.