Unable to call or text from abroad

[Grafton54]

I am on a pay monthly contract and have paid extra for the roam abroad pass. Currently in Canada and can’t call home or send text messages. This is the only way of contacting my elderly parents.

Data seems to be ok and I can use wifi for WhatsApp etc.

I have tried restarting my phone. I have tried choosing different network ( Bell and Telus). I activated roaming before I left the uk.

I’m at a complete loss as to why I can’t text or call home. Your help would be greatly appreciated. 

[XRaySpeX]

@Grafton54 : 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 login to 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 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. via Skype over WiFi. It should be free.

[Suenyd01]

Hi did you manage to solve this as I am having the same problem.  Arrived in USA yesterday and like you need contact elderly mother.  I can’t make calls text or use my data unless I connect to WiFi but I can’t call my mum

on WiFi !   I contacted EE made sure head roaming worldwide on and received text to say it did.  Paid extra to use but I am at a loss why it won’t work.  I did load the app and in settings it says roaming blocked try to remedy it by clicking on it and says error occurred try reloading the app which I’ve done 4 times !  Any help appreciated 

[XRaySpeX]

@Suenyd01 : Have you read & followed my reply above?

[Suenyd01]

Hi, yes I have tried.  It shows blocked but it won’t allow me to activate. And I have tried calling using my husbands payg phone and no one answered.    I chked with EE by ringing them before I left. I had a text to say to say can use my phone world wide but it doesn’t show this in my account.   I also paid extra to use this whilst here.  I can’t get onto live chat either   Facility not there. 

[Jon_K]

Hi @Suenyd01.

Or live chat team will be available from 8am UK time.

If you're still unable to get in touch, I'd recommend giving us a call using the method @XRaySpeX has suggested above.

Jon

[Suenyd01]

Hi how do I find live chat ?

[XRaySpeX]

@Suenyd01 : If you are on contract just click "Contact Us" at the top of any Community page and follow through for what you want until you see "Start conversation" to Live Chat during UK business hours.

[Suenyd01]

Nothing happens. There is no live chat poo up.  It says start a conversation but nothing.  It’s 6am and I am desperate to get this resolved.  Since I have been here I have been trying to resolve this and it’s already spoilt my holiday.  EE has done something to prevent me using my phone when they added a new pack !

[XRaySpeX]

@Suenyd01 : Well, it's working from here. Did you try Tech. Queries > Mobile?