Unable to make calls abroad

Ohen01 · ‎22-03-2022

I am in the U.S. and am told that I am able to make texts and calls to the UK for a fixed price per day (via World Select Talk). I have opted into that, and tried to make calls to the UK, but they keep failing immediately. My roaming is on, my WiFi calls are enabled, data etc., everything seems to be in order, but every call to the UK fails. I've tried restarting my phone as well, turning WiFi on and off while making calls; I have full signal. What is the issue?

XRaySpeX · ‎22-03-2022

@Ohen01 : Are you on contract or PAYG? Did you use 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 add-on doesn't of itself activate roaming on your a/c.

Often just rebooting the phone is the simple remedy. 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 MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. over Skype. It should be free.

PAYG is auto enabled for roaming. You won't see any of those settings & don't need to change anything. If outside EU, do you have enough credit for making calls & texts from abroad?

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Ohen01 · ‎22-03-2022

I'm on contract. I've just been to my account settings and all of those options are ticked. I tried turning the 'Make calls abroad from the UK' off and on again, but once I turned it off it would not allow me to tick that option. Saying: "You've turned off calls abroad. It might take up to 24 hours. Please come back later to turn this back on".

I'm already receiving messages from 150 re 'World Select Talk and Text', and when I messaged 'World' to confirm I've opted in, the reply said that I already have World Select Talk and Text so can start anytime. I've rebooted the phone multiple times and calls keep failing automatically.

Leanne_T · ‎22-03-2022

Hi @Ohen01

Thanks for coming back to us.

I would suggest giving us a call from any other phone on +44 7953966250 and the team can check your roaming settings for you.

Thanks.

Leanne.