Unable to make calls within the USA on two UK EE Phones

[Rex255]

My & my wife's phones are working with data in the USA OK.

We can make and receive UK calls.

We can send most texts.

We cannot make or receive USA calls, they fail.

All the options for connecting EE to report this problem result in failed calls or failed texts.

All of the solutions provided in the community fail.

As we are on a US driving trip it means if we breakdown on a freeway we cannot phone for help, not good.

I have asked my daughter in the UK, who is an EE customer, to try and contact them on our behalf. Unfortunately she is on holiday in the UK in an area with poor EE coverage!!!

[Rex255 · Accepted solution]

Just succeeded in making a US call and phoning my wife’s mobile. 
it would seem that the changes support made took an hour or so to permeate through the system. 
Phew. 

[Leanne_T]

Hi there @Rex255 

Thanks for coming back and letting us know 🙂

I am really pleased to hear calls are now working for you. 

Have a lovely time 🙂

Leanne.

[Rex255]

Unfortunately I am now in Manchester VT and I want to book a local restaurant and I get Call Failed on both phones.

Tried manually selecting other networks and that gets me SOS only.

I tried the Skype and everyone has gone home. A service for international users that cannot cope with time differences.

[bristolian]

This suggests an issue with the local US networks.

[Rex255]

Yesterday I used Skype to find out that EE had gone home.

Today I phone using Skype from the same hotel and Skype will not work. It says it is making the call but EE do not repond.

I had a tier 2 support call on Sunday 14th and just before the call I checked all was ok and it was, the phones worked for UK and US calls. I let the tier 2 guy (Robin) know all was OK. Just in case he gave me a special link which gave me the opportunity to book a cll back within 3 days, today is the forth day.

No ability to seek support! 

[Rex255]

Tried the link but they cannot reach me

Hi from EE. We tried to call back but couldn't get hold of you. If you still need help, please text CALL BACK to 150 and one of the team will try again. Thanks.

[Christopher_G]

Hi @Rex255 

This is a really unusual situation. Could you try Skype again please? Hopefully once you can get through, the level 2 team can try some more things to get you up and running fully as soon as possible.

Chris

[Rex255]

I was being helped via the EE app but they asked me to reset my phone, I said won't I lose you? and they said no.

But I have. They haven't responded in 10 mins.

Skype is calling but there is no EE response

Oh, they might be back on the app call . I have three dots saying they are typing. OH dear they want to know if I want to order a new sim card!

[Rex255]

Skip call typically ending after 1 minute 10 seconds. According to the log 9 fails

[Rex255]

I had to reactivate my Skype account as I had not used it for years. The anti robot system was so difficult I could not do it on the phone it required 10 questions to be answered correctly, get one wrong and start again! The visual quiz was difficult and very small.

I could not complete it on a laptop either until I used the audio version. It was still very difficult to do and only got it on the 2nd attempt.

Skype is not a reliable or friendly app especially as it is one of the prime methods of getting help if abroad when your phone doesn't connect to the foreign providers