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]

Just to confirm I've had Skype fail several times this morning.

[Rex255]

About an hour after being told by EE some settings had been updated my wife and I can call UK and US numbers. However we cannot phone each other and don’t know if we can receive UK or US calls. 

[Christopher_G]

Thanks for the update, @Rex255 

Are you still unable to call each other? Have you tried another available network since the technical support team updated your account?

Chris

[Rex255]

Hi Chris

we we’re just about to test our phones and saw your post. 
We’ve just tried and can make calls between our two iPhones. 
It would seem that the US system takes several hours for changes to propagate. 
Our next fear is that when we change our location again the difficulties will all reoccur. 

[Rex255]

Ps I still cannot call EE on Skype. 
EE need a solution for communication that works. 

[Christopher_G]

Thanks, @Rex255 

All of our direct contact information is on our contact us page. Skype is a third party service that was only recommended because of the nature of your problem.

Safe travels, I hope this is all sorted for you now.

Chris

[Rex255]

🙂

I was able to seek help when Skype failed by using the EE app on my phone. 
There should be a robust method of contacting EE when the US providers do not acknowledge the existence of the customer’s phone. 
I had to trick the app into getting me help. 
In the beginning nothing worked until I  eventually got Skype to work but then it failed. 
Marooned. 
Looking at the community it doesn’t look like I experienced something that unusual. 
I hope I don’t have to go through this again a a day or so when I move. 

[Rex255]

4 hours later and I cannot call UK or US numbers or call my wife.

Back to square one.

This is really bad.

[Rex255]

Hi Abigail

The first successful communication I had was  by using Skype +44 800 956000 which when you dial it within Skype it announces it is a free call.

You then have wend your way through the choices to get support.

That worked but then when I next tried to book a restaurant I discovered the fix had been temporary..

Skype then stopped working, and still doesn't.

I used the EE app on my phone and tricked into letting me talk to an agent.

They then did some things and it all worked. However after about 5 hours I tried to use the phone to make another booking and nothing worked again.

Also you need to make calls in the morning as they take no account of there being a time difference.

I wish you all the best. I am now stuck unable to raise support and unable to make or receive calls.

I've spent more time worrying about my phone than enjoying my holiday. I have a mechanical breakdown number, I am driving on roads where it is unusual to see another car. Not much use if I breakdown!

[bristolian]

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@Rex255 wrote:

There should be a robust method of contacting EE when the US providers do not acknowledge the existence of the customer’s phone. 

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Having connectivity issues - be it lack of roaming enablement or otherwise - whilst abroad, inevitably causes a catch-22 situation.

That's a natural consequence of the nature of the situation, and why using another means of contact is the way to break the stalemate.