by Sallygrussell Investigator
Investigator

Cannot make calls via movistar network in manizales Colombia

Arrived yesterday, when I was able to make telephone calls and texts via roaming which still shows on my signal.

Now it says that my texts are queded, calls don't connection and I can't find any way to connect?

Roaming is on.

12 REPLIES 12
by
EE Employee

Re: Cannot make calls via movistar network in manizales Colombia

Hi @Sallygrussell and welcome to the communtiy.

 

Hope your enjoying Colombia 🙂

 

So I can try and help, please may I get you to perform a manual network search and choose a network other than what you are on.

 

Please also can I get you to try and dial a friend or family member using format of 00447********* and try using data. 

 

Did this work?

 

Many thanks,

 

Lee

by Sallygrussell Investigator
Investigator

Re: Cannot make calls via movistar network in manizales Colombia

I have tried selecting of the networks dialling Home,  and  various people but I'm getting not connecting message.

So I have no phone at all in my house because I'm living alone for one week.

 

I have paid for the time I'm away for texts and calls but I can't use them.

 

I tried switching off the phone, taking out the SIM, selecting a different network and nothing works.

 

The other networks don't pick up at all.

The connection signal shows for movistar but nothing happens when I try to use it.

 

It says that it's not connected.

 

I don't know what to do about him buying a cheap phone and  Sim from here and getting my money back from ee.

 

I have a health condition so it is important that I can contact emergency services if I need to. 

by
EE Community Support Team

Re: Cannot make calls via movistar network in manizales Colombia

Hello there @Sallygrussell

 

Thanks for trying this for us.

 

Are you with us on an EE personal contract?

 

Have you used the SIM and device abroad previously?

 

Thanks, Leanne.

by Sallygrussell Investigator
Investigator

Re: Cannot make calls via movistar network in manizales Colombia

Yes I have,  twice. 

 

It was working the day before in the same area. And stopped over night?

 

I tested a friend here and it was fine. 

 

My watts app works fine.

 

So it is the movistar network it is not picking up anymore. It, the text I tried to send, says it is queded?

 

I have had a contract with ee and now orange for nearly  2 years. 

 

So, not sure why I can't suddenly use this handset via your system. 

 

SGR

 

by
EE Community Support Team

Re: Cannot make calls via movistar network in manizales Colombia

Hello there @Sallygrussell

 

Is there any other networks available in your device settings?

 

If so can you try an alternative network?

 

Thanks, Leanne.

by Sallygrussell Investigator
Investigator

Re: Cannot make calls via movistar network in manizales Colombia

Yes I tried that several times but they didn't connect. Nice signal appeared. And then it went back to movistar although I can see a signal it's just not working.
by Sallygrussell Investigator
Investigator

Re: Cannot make calls via movistar network in manizales Colombia

No signal appeared in the other Networks

by
EE Employee

Re: Cannot make calls via movistar network in manizales Colombia

Hi @Sallygrussell

 

Is it just calls and texts you are having issues with?

 

You have mentioned whats app connecting ok.

 

Have you tried turning the 4G off and only connecting to 2G/3G?

 

If you do not know how to let me know what type of phone you have.

 

Many thanks,

 

Lee

by Sallygrussell Investigator
Investigator

Re: Cannot make calls via movistar network in manizales Colombia

The only reason I can use WhatsApp is because I've got the with fi internet in my house, but it will only connect to people on WhatsApp not via the normal mobile network on my phone. 

 

The point is I can't make telephone calls or send text via package that I have bought.

 

I've tried everything 2 G, 3G 4G, different networks turning on and off, taking out the SIM.

 

Nothing so far has worked so I don't know why I can't connect to movistar, both of the networks just don't show up on the phone, but movistar does.

 

So I'm wasting my holiday trying to sort this out, which is very stressful and frustrating.

 I also paid quite a bit of money for the packages so I think I'll just get a refund and enjoy the rest of my time here.

 

If anything goes wrong in my home, as I have a health condition, then I can call the security downstairs.

 

Thanks 

 

 

 

by
EE Community Support Team

Re: Cannot make calls via movistar network in manizales Colombia

Hello there @Sallygrussell

 

I am very sorry you are having these problems.

 

If you do wish for us to get this looked into please get in touch with our customer service team, as you have been able to use this previously we would need this looked into.

 

I hope you have an amazing time.

by Sallygrussell Investigator
Investigator

Re: Cannot make calls via movistar network in manizales Colombia

The problem is I don't have a telephone to call and if I did, it would cost me an extortionate amount of money, which is not viable.

I have had to buy Skype credit and the month calls from them, so that I can ring from my home if I need to in an emergency.

I'm very disappointed that I paid two add on packages which I can't use.

 

I will raise a complaint when I get back.

 

Like I said I didn't have a telephone to call from because movistar is not working so there is no way that I can get in touch with customer services.

 

I'm in an independent Airbnb apartment and I always travel alone.

 

I usually just get a chip with my phone, buy Skype credit, which is what I will do next time. I won't be using ee again.

 

If you have contracts with local providers the nut tells me that my service should be provided cuz I paid for it. I think it's unethical and dangerous to make a customer believe they are going to be up and running all the time.

 

It was not mentioned to me that you have no responsibility if the network couldn't be connected to. Because if I knew that I wouldn't have bought any credit. I would have made sure the I'm a hundred percent safe with a local mobile network chip, which I'm not.

 

I am lucky that I have a Skype account with credit.

 

Because then I can find Hospital or wherever if need be.

 

Regards Gaye Russell 

by
EE Community Support Team

Re: Cannot make calls via movistar network in manizales Colombia

Hello there @Sallygrussell

 

Thanks for coming back to me.

 

I am very sorry this is not working for you,

 

The community team have no account access to get this looked into, you would need to use our chat team or give us a call from an alternative line.

 

The chat team can be accessed through your My EE account not the app but online.

 

Thanks, Leanne.

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