Unable to call UK from Abroad

[Aroaming05]

Hi, we have roaming Add ons but are unable to call UK from EU   (“Dial assist” and “you do not have access to this number “ .) Incoming calls are coming through however.  So we obviously can’t call CS and messaging is not available!  Very frustrating. Can anyone help?

[Katie_B]

Good morning @Aroaming05. 

Welcome to the community. 

Have you tried manually connecting to another available network?

Are you able to send texts OK?

Katie

[Aroaming05]

Thank you. 
Yes we have tried other networks and no we can’t send texts. 
We have 2 mobiles, one with the add on and the other one with roaming included in the plan. 
Dialing an EU number DID connect with the add on. ( Haven’t tried the other one)

[Katie_B]

Thanks for confirming @Aroaming05. 

Did you activate roaming by texting ROAMING to 150 before leaving the UK?

Katie

[Aroaming05]

No, didn’t know about that-the account says it is active though. Heading back to the UK today so very disappointed!

[Katie_B]

Hi @Aroaming05. 

I am sorry to hear this. 

Roaming will need to be activated on your account for you to be able to use your phone whilst abroad. 

Katie

[Aroaming05]

But it is active according to the account online!

[Katie_B]

Hi @Aroaming05. 

Having a roaming add-on does not automatically enable roaming on your account. 

This needs to be activated by either texting ROAMING to 150 or by giving us a call. 

Katie