All-rounder contract, with EU roaming, suddenly stopped working in Cyprus

[Stubsy]

I have been in Cyprus for a few weeks, using my EE phone to call UK numbers. I visit Cyprus regularly and never had a roaming problem since joining EE 3 years ago. I have an All-Rounder contract, with unlimited everything, including EU roaming. Roaming suddenly stopped working a few days ago. I've made 8 (eight) support calls to EE, and I've tried everything suggested (roaming on/off; phone on/off; local provider auto/manual; spend-cap none/zero/30). Finally, on the 8th help call, EE said they have an internal memo reporting some local network problems in Cyprus, and just to keep trying. It's now been 5 days, but no solution. Is anyone else having the same problem? To make matters worse, EE sent me a text yesterday saying my request has been resolved, but it's still not working !!! Maybe I should just switch from EE? 

[Stubsy]

I've done some more tests this morning. I've now been through every Network Operator on the manual connection list, and I have exactly the same problem with all of them (FYI, the auto default is PrimeTel, the others are EPIC, CableNet and Cyta). I also checked/unchecked all the barring options in my setting, but that made no difference. I've also tried my SIM in a friend's spare phone, and the problem is exactly the same. I have therefore ruled out the problem being "in" my device, or with any specific local network operator, so it seems that the problem is either "in" my SIM; or my number has been barred from making calls on EE's network for some reason that neither I nor CS can see? Questions: Could my SIM be remotely tested/reset by EE? Could my phone number have found its way on to some kind of barred-numbers/devices list, and if so, would CS be able to see that? 

[Peter_W]

@Stubsy We do recommend that customers roaming need to maintain a stable link with the UK network, but six weeks shouldn't be an issue here and I'd not expect you to lose service. 

We would usually classify this as at least 2 months of a 4 month period being within the UK and connecting to our network. 

How were things left with you when last speaking to us? 

If you're unhappy about a complaint being closed, you can request to reopen this at any point within the next 28 days. 

Our complaints code of practice gives an overview of our escalation process too.

Peter

[Stubsy]

Thank you @Peter_W

I've read through the Fair Use and Stable Link policies, but I can't find a document less than 2 years old. However, it seems quite clear to me that if I had breached any rules, I would have been notified and offered a remedy (eg: a surcharge). As this inability to make calls came totally out of the blue, I'm assuming that I'm not in breach.

Moreover, I'm paying for unlimited everything, including EU roaming and max speeds, so as a low-volume user I don't think my account activity would ring any alarm bells. 

So, I suppose I need to reactivate my complaint.

In the meantime, I shall also start researching other UK providers, as this episode has left me less-than-impressed with EE (with the exception of your kind replies).  

[Peter_W]

I would definitely recommend getting back in touch so we can get this logged, @Stubsy.

If there are any similar reports like one of the Guides eluded to, we can get your impact logged against this for further investigation. 

Peter

[Stubsy]

Yay, fixed !!!

The lady who helped me today told me that there is a rare issue, not just in Cyprus, when the EE system fails to pick-up the phone user's actual location, so it doesn't acknowledge that you are in the EU. She told me that she could make a change on my account (a setting that I cannot see) that MIGHT work, but there was a small risk that it would block me from roaming until I return to the UK. I told her to try it, and she agreed to call me back after 2 minutes so that I could test it. I tested it on a phone call to the UK, and it connected instantly !!! The CS lady then called me back, and told me that she wasn't sure it was going to work, but was relieved that it did. So, a big thanks to everyone on this thread, and if I ever get the voice message again, "this call is barred", I will assume the system has "lost" me again 🙂   

[pwalk]

I'm having a similar issue where I can't make calls to UK numbers from EU, and I have roaming add-on, the call just says barred. CS tried to help and did a network refresh but no help. I need to speak to them again tomorrow to try and fix this. Do you know by any chance what was the setting that they changed on your account that made it work?

[Stubsy]

I don't really know, but the CS lady said they have various roaming group options on their system, so she would try taking me out of the one that I was in, and putting me in another group (just a guess on my part, but maybe they have groups like EU only, European Countries, EU+UK, EU+EEC, etc?). Whatever she did, it worked instantly, and it is (thankfully) still working. 

[bristolian]

Externally of course, there's only 2 levels of roaming permissions. EU-only, or full-global.

[Stubsy]

For your troubles, maybe they can put you on full-global for a few minutes to test that the network is functioning properly? If that doesn't work, then you/they will know that the problem lies somewhere else. Just a suggestion.  

[pwalk]

Thanks @Stubsy . In my case, it turned out to be the spend cap set to 0, preventing outgoing calls to the UK. Once increased, it solved the problem.