by Andyb49 Investigator
Investigator

Calling the UK from Canada

Hi, 

 

Currently in Canada having a few issues with my Xperia xz3 trying to call home. I have requested through live chat to enable roaming and international calls and have an add-on for both texts and calls when abroad. Thing that is puzzling is that as soon as I landed I could receive calls even though I hadn't done anything to the phone in terms of setting up for abroad

 This was up till I reached my excess charges limit but now I cannot receive any calls even though I have the add-ons?

 

Texts are OK but only with one provider - Rogers. 

 

Can anyone explain this to a frustrated soul? 

 

 

10 REPLIES 10
by Grand Master
Grand Master

Re: Calling the UK from Canada

@Andyb49  Have you restarted the device?  It can take up to 24 hours before account level changes go through. 

by Andyb49 Investigator
Investigator

Re: Calling the UK from Canada

I have restarted the phone numerous times with no affect

by
EE Community Support Team

Re: Calling the UK from Canada

Hi @Andyb49.

 

Is there anyone else with you who has an EE or UK phone?

 

When did you contact live chat to make this request?

 

Jon

 

 

by Andyb49 Investigator
Investigator

Re: Calling the UK from Canada

No, I am travelling on my own. I contacted EE at around 9am UK time yesterday. Unfortunately I can't remember the gents name. He said he would activate roaming and call abroad/premium features 

by Andyb49 Investigator
Investigator

Re: Calling the UK from Canada

I should also add that I received a text from ee after including the 120 minutes from anywhere add-on saying it was ready to go! 

by
EE Community Support Team

Re: Calling the UK from Canada

Thanks @Andyb49.

 

Have you tried a different network other than Rogers?

 

Are you using the international dial code?

 

Jon

by Andyb49 Investigator
Investigator

Re: Calling the UK from Canada

Yes using 011 44 then the number without the 0 in front of the area code. I have also tried Bell and Telus which are the only other 2 networks that I can pick up. As I said before I can only send texts through Rogers. 

by
EE Community Support Team

Re: Calling the UK from Canada

Thanks again @Andyb49.

 

Can you try using 0044 infront of the number and drop the zero?

 

Are you able to get in touch with our Mobile Care team either from another phone or via online chat?

 

Jon

by Andyb49 Investigator
Investigator

Re: Calling the UK from Canada

Well overnight I had 2 missed calls and seems to be working now! Bizarrely, the apps still shows the make international calls and use phone abroad options are now ticked, yet if I log into my account through a browser the options are unticked! 

by
EE Community Support Team

Re: Calling the UK from Canada

Thanks for notifying us this is now working @Andyb49.

 

Hope you have a lovely time in Canada, 

 

Katie 🙂

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