Voice msg asking for personal ID no. when trying to call UK nos. from abroad

Suze33
Explorer

‎01-02-2023 10:12 PM

I am abroad and have a roaming package. Yesterday I was able to call UK numbers no trouble.  Today I get a voice message: "Welcome - please enter your personal identification number to conference"

Help please! I just want to be able to call some numbers back home!

0 Helpful
16 REPLIES 16
Leanne_T
EE Community Support Team
In response to DS49

‎02-02-2023 02:12 PM - edited ‎02-02-2023 02:12 PM

Hi @DS49 

Thanks for coming back to us. 

In this case, please get back in touch with our mobile care team who can run further checks and get this looked into for you. 

Leanne.

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DS49
Investigator
Investigator
In response to Leanne_T

‎02-02-2023 03:13 PM

Hi Leanne

I spent over 3 hours continuously on line to your support team to no avail basically all afternoon in my room and they said   “Okay, have checked and tried all the steps and still your calls are not connecting so I am now escalating your issue to level 2 team and arranging a call back for you.

Please help me with your email id and post code.”

still waiting for the call back… appreciate any assistance as this is day two. I can receive calls but not make them to mobile lines only landlines… I cannot even call yourselves only message through your app.

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Leanne_T
EE Community Support Team
In response to DS49

‎02-02-2023 05:10 PM

Hi @DS49 

You have done the right thing contacting us for this to be investigated, and once the level 2 team have looked into this for you, they will get back to you with an update. 

I hope this is sorted soon for you. 

Leanne.

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DS49
Investigator
Investigator
In response to Leanne_T

‎02-02-2023 07:57 PM

Hi Leanne

i would love to say they have but after one attempt to contact me they have closed the case . I spent over 3 hours wasting my holiday with them and they could only try once. Then I received a text telling me they would call me in a few minutes but I received this after they called, more than one attempt at a call back would of been great as the issue is not resolved and now I’ll have to go through the whole process again 

 

0 Helpful
Christopher_G
EE Community Support Team
In response to DS49

‎03-02-2023 07:47 AM

Hi @DS49

When did they try that first call? Have they tried to speak to you again since?

Chris

0 Helpful
JJ9Jess
Visitor

‎16-03-2023 06:07 PM

Hi, did this ever get resolved? I am having the same issue and can’t get to the bottom of it! Thank you 🙂 

0 Helpful
Katie_B
EE Community Support Team
In response to JJ9Jess

‎17-03-2023 07:38 AM

Good morning @JJ9Jess. 

Welcome to the community. 

Please could you confirm whereabouts you are roaming?

Have you been able to make calls at all?

Speak soon, 

Katie