Not receiving texts abroad

[petev00]

Hi, I have iPhone Pro dual sim, pay as you go for my uk number. When I first had this phone in July I could receive sms messages to get verification codes etc when I was abroad. 
But since December I have not been able to receive texts from UK  which is a problem when trying to log into my credit cards etc. 

I phoned 150 & they advised me to switch to airplane mode, turn phone off & on but still not receiving texts. 
Have read that maybe my phone is not set up for roaming but I was receiving messages before December. 
Any suggestions appreciated. Thanks

[Christopher_G]

Hi @petev00 

Welcome to the community.

When was the last time you made a call or sent a text from the number? When you spoke to the team on 150, did they mention pay as you go hibernation?

Chris

[petev00]

Hi Chris

I was back in UK in September/October & so was using a pay as you go monthly pack then. 
Should not be hibernation as I always transfer to top up my pay as you go balance every month so that I don’t lose my number. 

Peter

[Christopher_G]

OK, thanks @petev00 

Have you tried connecting to a different available network provider, just to see if the issue is the same?

Chris

[petev00]

Yes Chris, I have tried connecting to another network but still can’t to seem to receive texts. 
 
I have also tried connecting to roaming but this did not make any difference. 

Peter 

[Katie_B]

Thanks for getting back to us @petev00. 

Are you able to receive calls OK?

Katie

[petev00]

Hi Katie

Not sure as I mainly use WhatsApp for all my uk calls. So just need texts for logging into some banking websites. 

Should I call 150 & ask them to call me?

thanks

Peter 

[Katie_B]

Hi @petev00. 

If you are unable to test receiving a call, I'd recommend getting in touch and speaking with our technical care team who can run a full diagnostics. 

Please keep us updated here on the community. 

Katie

[bristolian]

Are the affected texts all automated ones? Or are person-to-person messages affected also?

[petev00]

I confirm that I have just phoned 150 technical support about this issue again & it was referred to level 2 technical support. 

After further investigation I have been advised that I would need to make a chargeable call (outside the pack) within last 60 days to retain roaming ability on my phone, otherwise I will not receive texts while abroad.

So when I was last in the UK in October I used a pay as you go pack so although I made calls I would need to make a call outside this pack to retain my roaming on pay as you go. 

This is frustrating as I can only get this sorted the next time I am in the UK. I am still able to send & receive iMessage texts but I rarely need to use sms as mainly use WhatsApp.

My main issue is not receiving security verification texts from uk companies. My phone number will not go into hibernation as I top up every month but it just seems that I lose roaming on my number which is the problem.  

Unfortunately EE cannot do anything remotely to reinstate roaming.  

Peter