Can’t make calls locally or internationally

[KPLchl]

Hi, I am currently in Australia and have been trying to make calls both locally and back to the UK. But when I make the call the phone just says “Calling…” and never makes the connection. I have an Apple iPhone 11. I set up roaming and have been receiving texts from EE to update roaming data add ons. My phone has roaming set to on, WiFi calling off and network selection set to automatic. Because I can’t make calls I can’t phone EE on 150 or any other numbers. Can anyone advise or recommend an alternative way to contact EE - perhaps a WhatsApp number, which does work.

[bristolian]

One small point to save misunderstanding - "My phone has roaming set to on", you're very likely confused with the data roaming option, which merely enables the use of mobile data whilst already roaming. The roaming facility, which allows access to foreign networks, is set on your SIM not your phone. The evidence for that being on, is in your receiving texts.

Which local network are you connected to? Try manually selecting others - Telstra has resolved similar issues for some users, as has using 4G rather than 5G, if you have a 5G phone.

[KPLchl]

Hi bristolian, thank you for the help. When I turn off automatic network selection, I get a list of 3 networks: YES OPTUS (which is what automatic was selecting), Vodafone AU and Telstra Mobile. I then selected Telstra Mobile as per your suggestion, but am still getting the same issue - any number I try to call just says “Calling…” and never connects. Any other thoughts? 

[Alex_H · Accepted solution]

Hi @KPLchl,
 

Welcome to the EE Community

Telstra is the correct one to use at the moment so stay connected there, after manually selecting it, give your phone a quick restart if you have not already.

Just to check, do you have a roaming add-on active to allow you to use your allowances in Australia? Are you able to use data, send texts etc, its just calls that are effected? As if you have no add-on active and had a spend cap active that may be blocking your calls.

Does trying to call our international customer service number  +44 (0)7953 966 150 have the same issue?

Alex

[KPLchl]

Hi Alex_H - it seems that turning the phone off and on again has solved the problem with Telstra as the provider. I have now been able to phone a local Australian number and the EE UK number. Just to clarify - I do have the add on for Australia and using data and sending texts worked fine - it was just the calls. Oh, and I also turned off the spend cap just in case that was affecting me. Thank you for the help

[Alex_H]

@KPLchl Glad to hear that has resolved it and thanks for coming back to update us. Enjoy the rest of your time in Australia  🙂

Alex