Can't call the UK from the US

[jbangs1]

Hello, 

I am absolutely gobsmacked that EE won't connect my calls to the UK from the US. I have a full roaming pass and I am receiving text messages, emails, etc while out and about and at the residents as well. But I can't seem to get any calls through. 

I have received two missed calls from the UK and can't return any because it won't connect. 

I have used the +44 nothing.  Even tried the 011 44 etc and still can't get through. 

The EE customer service number +447953966250 also doesn't work. I have a spend cap of £10 setup too and yet, the bloody thing isn't working. 

Can anyone help, please 

[bristolian]

Have you been able to call internationally, before? Either on this trip or in general.

What happens when you try dialling - you've not said? An international call bar is potentially the issue here.

[jbangs1]

I usually do my calls via WhatsApp and it's always good whether I am at
home or out shopping, visiting.
I don't normally use my normal line to make calls, as I also do my messages
through social media, emails with friends, family, etc.
This is the first and it's because I am getting missed calls from the UK
and I can't return calls.

[bristolian]

WhatsApp, being an internet-app, proves a working internet connection and nothing else.

The questions posed in my previous response may help ID the issue, otherwise you can contact EE-CS on +44 7953 966150 (from any working phone) or +44 800 9566000 from a web-calling app.

[jbangs1]

Okay, so this is my first trip abroad alone and never use my phone before
to call home (UK) on my regular phone.

I hope that answers your question

[Peter_W]

Hi @jbangs1.

Welcome to the EE Community!

When you go abroad there are two separate features which allow your phone to function - roaming, which is the ability for your phone to connect to an international network and international calling, which is the ability to call between borders. 

It is possible to have a bar on the latter like @bristolian mentioned, but for worldwide destinations these are enabled simultaneously so it's not common.

If possible, can you please go into the EE app and try increasing your spend cap as high as £30? 

Provided you have the add-on it shouldn't charge you by call, but could still be interfering.

Peter

[bristolian]

Nothing to disprove an international call bar then, and the symptoms are consistent.

Do a manual network search and cycle through each available local network in-turn, check the symptoms are the same on each. Also try making calls to a local (US) number, see if that connects or if the issue only affects international calls.

Edited to add in light of the previous post crossing... the other possibility is a VoLTE issue. Swapping between networks should often resolve this.