Unable to receive SMA while in Ghana

[Law53]

I am  on PAYG and since I arrived in Ghana SMS has stopped receiving I only received sms for couple of  days and its stopped, I can receive call OK, I tried changing roaming network to either Vodafone or MTN and both comes out as NO service and cant connect to the two networks listed when I go manual network select. I can only roam on AirtelTigo network. Without SMS I cant receive OTP for other service I need while away from UK.

[Law53]

I couldn't even talk to a level 2 person as chat was not available. 

[Law53]

EE should think about supporting their customers when abroad by providing  options of contact to avoid roaming charges. Many customer services  these days uses social media for customer support instead of phone calls while roaming. WhatsApp, Facebook or X are all cheaper ways of providing support.

[Katie_B]

Hello @Law53. 

Have you been able to try contacting us from another phone?

Do you have access to Skype?

Speak soon, 

Katie

[Law53]

Contacting EE from a other. makes no difference as I have to pay for international call. Yes I can.have access to Skype, I have internet over WiFi . I am sure this is EE issue and has to be officially logged as an issue of the network. I have inserted my EE SIM into a  new phone ( factory reset) and same issue, no SMS, can't change network from automatically select network to manual.

[Katie_B]

Are you able to try calling over Skype @Law53?

This should avoid roaming charges.

Katie

[Law53]

Yes I have Skype , how do I contact EE through skype

[XRaySpeX]

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[Law53]

Very helpful with this information, I was able to call EE CS using skype . 

Level 2 support could not rectify the issue having been of the phone for more than an hour. I can make calls, receive calls, send txt message ( standard) or with RCS chats without any issues, BUT receiving txt message is the issue and CS is saying its the local network signal is low, so why only receiving text messages is signal related and not the other working stuff.

[bristolian]

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@Law53 wrote:

BUT receiving txt message is the issue and CS is saying its the local network signal is low, so why only receiving text messages is signal related and not the other working stuff.

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I would be very interested to hear any TS' explanation for that exact question!

Your issue has nothing to with the radio access element that "L2" are focusing on, and is being caused by something in the core/central network.

[Law53]

There are 3 networks here and I should be able to roam on the other network to eliminate any network issue but that is not possible too, I can't manually choose GH Vodafone or GH MTN  as preferred network to see if the issue is related to AirtelTigo that EE automatically registers on.

Both GH Vodafone and GH MTN comes out with NO Service,selected network unavailable 😞  this is odd for EE not roaming on vodafone network