Sorry, your call cannot be continued

[MikeG996]

I have had the same SIM & number for 5 years and have travelled abroad regularly.

I landed in Tenerife on Thursday morning & immediately purchased a Roaming pack however whenever I dial a UK number I recieve the recorded message "Sorry, your call cannot be continued".

There is no "Live chat" option in the app and I do not have another phone with which to call EE. I have logged this twice as a complaint however EE have done nothing about it.

I desperately need to get this working as I need to be in constant contact with my mother's carers. EE just don't seem to care & it is upsetting me greatly.

Any advice would be gratefully received.

[bristolian]

Are you on PAYG or pay-monthly?

Have you tried manually selecting an alternative local network, and was the result of trying to make a call, identical?

[XRaySpeX]

Are you on contract or PAYG? Had you used 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 billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[bristolian]

If you've "travelled abroad regularly" previously, I'm presuming you've used your phone accordingly and thus roaming is already enabled. Please confirm if that is not the case.

Along with my previous question at 7.56pm

[MikeG996]

Hi,

Thank you for your replies.

I'm on PAYG & have over £35 in credit. The phone has worked for the last 5 years in France, Mainland Spain, the Balierics, Greece, Turkey & Tenerife (where I am now).

I have tried setting the network manually - only Orange allows me to register.

[MikeG996]

Hi,

Thank you for your reply. 

I'm on PAYG. The phone has previously been used in Europe & where I am now (Tenerife) without any problems or changes of settings.

Thanks for the Skype suggestion.

[XRaySpeX]

Does it allow you to text AL to 150? If so, what is the full response?

[MikeG996]

I managed to get through to EE through Skype as you suggested. 

The call was escalated to their second line support who managed to fix the issue (no idea how).

Thanks for your Skype advice - life saver.

Regards, Mike

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.