by JoeRamses Investigator
Investigator

Can't make a call from France since yesterday.

Hello,

Since yesterday I can't call or receive a call from France.

My SIM can't connect on the network "F-Bouygues Telecom 2G" it usually uses.

I switched the SIM to another mobile and the problem still.

I tryied automatic and manual connection and it doesn't work.

 

I will appreciate your help. Please.

Best regards,

Joe

13 REPLIES 13
by Brilliant Contributor
Brilliant Contributor

Re: Can't make a call from France since yesterday.

Hello @JoeRamses,

 

Welcome to the community,

 

Have you taken a look here:

 

https://community.ee.co.uk/t5/Roaming/EE-Roaming-What-to-do-if-you-re-having-problems-abroad/td-p/66...

 

It sounds like roaming is not enabled on your phone, you may be able to check in your account, you will have to do this using the browser and then once there, click on menu and then user control, roaming will need to be enabled, not just on the phone but also in your account.

by
EE Community Support Team

Re: Can't make a call from France since yesterday.

Hi @JoeRamses,

 

Welcome to the EE Community.

 

Can you see any other networks when you use manual selection?

 

Was it working in France before yesterday or have you just arrived?

 

Thanks

 

James

by JoeRamses Investigator
Investigator

Re: Can't make a call from France since yesterday.

Hi James,

Thanks for your answer.

 

I've been in France since last year and never had this problem before yesterday.

I can see 2 other networks (F SFR 2G and Orange F 2G) and "F-Bouygues Telecom 2G" which is the network usually used automatically.

I tried on another mobile, and the result is the same "unable to register" neither automatically nor manually on F-Bouygues Telecom 2G.

Both mobiles are in normal use with a local SIM card. So the roblem isn't from the devices but the registration on the network.

Thank for your help.

J.R.

 

by JoeRamses Investigator
Investigator

Re: Can't make a call from France since yesterday.

Hi Schockwave,

Thanks for your help.

Roaming is enabled. 

My number is from Orange.co.uk since I got it in 2007. And I don't have an EE account.

I noticed this problem yesterday when I wanted to make a call.

I tried 2 local SIM to check both devices, then another foreign SIM, and roaming is enabled perfectly.

I think there's something between EE numbers and F-Bouygues network I can't explain.

Regards,

Joe

by Brilliant Contributor
Brilliant Contributor

Re: Can't make a call from France since yesterday.

@JoeRamses, if you are using +44 to make a call, try using 0044 and if you are using 0044, then try +44, the same for texting.

by
EE Community Support Team

Re: Can't make a call from France since yesterday.

Hi @JoeRamses,

 

Did @Schockwave's tip help?

 

If not, please get in touch with customer services so our technical team can look into this for you.

 

Please let us know how you get on.

 

Thanks

 

James

by JoeRamses Investigator
Investigator

Re: Can't make a call from France since yesterday.

Hi James_B,

 

Schockwave's didn't help.

After calling friends working at providers in France, they explain that either my number has been locked/disabled by my provider (EE) or there are no agreement between EE and F-Bouygues Telecom for roaming on old Orange UK PAYG numbers.

The problem happened without calling customer services, so calling (from france) customer services will cost me a lot and i'm not sure they will solve my problem.

Last week I topped up and Orange/EE vouche to stay reachable by phone, and I hope EE will investigate and solve quickly this problem.

It is clear the problem is at the provider. Not on the devices.

Regards,

Joe

by JoeRamses Investigator
Investigator

Re: Can't make a call from France since yesterday.

Just few words.

My number is a PAYG from 2007 bought at Orange.

The account on orange.co.uk is closed.

Your EE website refused all registration yesterday (Thirsday 15th march). I tried 4 times.

The EE mob App refuses my number (XXXXXXXXXXX) because it's Orange.

I received an email after trying to register on EE website, but still can't login in.

 

EE is the provider, and I'm a client, I would be happy if you could provide a solution.

 

Kind regards.

Joe

 

[Mod edit: Please do not post personal information such as your phone number in this public forum. Thanks]

by
EE Community Support Team

Re: Can't make a call from France since yesterday.

Hi @JoeRamses,

 

I've double checked with our technical team and there are currently no known issues with roaming in France. This suggests the problem may be related to your individual account or a local network issue at your current location in France.

 

I would recommend getting in touch if at all possible so this can be investigated.

 

I'm sorry we were unable to get you a solution in the community.

 

James

by JoeRamses Investigator
Investigator

Re: Can't make a call from France since yesterday.

Hi @James_B,

 

I've been in touch with IAN E. from the Technical team.

He sent a reset online but it didn't work.

So, I accepted his solution of replacing the sim card.

Hopefully he's got my email (sent on Monday).

I would be happy if you can check with him.

 

Best regards,

Joe.

by
EE Community Support Team

Re: Can't make a call from France since yesterday.

Thanks for the update @JoeRamses

 

Ian will respond to your email when he is next on shift.

 

Please let me know if you have any further issues.

 

James

 

 

by JoeRamses Investigator
Investigator

Re: Can't make a call from France since yesterday.

Hi @James_B,

 

Last Friday, when I spoke to Ian, he said he will treat my email on Monday.

But unfortunately, we are Thursday, and apparently he hasn't been on "shift" or didn't get my email.

 

Please, could you have a look at the situation. Because if EE send the new SIM card next week, my friend won't get it on time to bring it for me to France.

And I need my number.

 

Kind regards,

Joe

by
EE Community Support Team

Re: Can't make a call from France since yesterday.

Hi @JoeRamses,

 

I'm very sorry to hear Ian hasn't been back in touch yet.

 

Please get in touch with customer services so a member of the team can get a new SIM sent straight out for you.

 

I'd love to be able to help you with this personally but we can't access your account via the community.

 

Thanks

 

James

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