Trouble in Canada

[SharonJ66]

Not sure which forum to use, because having multiple issues. We have the Travel Pass. I have an iPhone 11 Pro. When I go into my account it says that this enables me to use my phone for calls and data as if I was at home when in Canada with no extra charge (picture messages, voicemail etc. are OK). 

However

- I am unable to make calls at all. I get a message (in a Canadian accent) saying calling is barred). Doesn’t seem to be a phone settings issue, but online advice does not match what I see in my phone. 

- I am unable to receive calls. The caller gets a number unavailable message (in an English accent)

- I have just got a text from EE saying I need to buy a data package

Oddly, my husband’s phone appears to be working fine - we’re on the same account in my name. However looking at the account online it seems that he has some charges for calls. 

EE don’t have LiveChat working, and are not responding to tweets and DMs. Before I call them from my husband’s phone at possibly vast expense, I’d be grateful for any help! 

Thank you. 

[Chris_B]

@SharonJ66  Have you enabled roaming and call abroad and make premium rate calls from within your online account?  Purchasing add ons doesn’t enable roaming it’s just an add on to keep costs down. 

You also need add ons for both devices as it’s not an add on for all devices on the account.  

[Schockwave]

@SharonJ66 , did you make sure that roaming, call abroad and premium rate calls are set to allowed? You can check this in settings by logging into your account or via the My EE App. You may need to ring customer service to get this sorted, which you can do by using Skype and clicking on the contact us and using the free number, it should be free, but just remember that customer service is not open 24 hours a day, and live chat is only available when someone is not busy answering phone calls and the latter is only available to pay monthly customers. I take it you are on contract and not pay as you go?