EE did not callback

[Profile closed]

I am overseas this week. My phone has working data and messages, but is not able to make or receive calls including voicemail.

After adding Skype credits and calling EE using Skype, I waited for 45minutes, before speaking with Laura. Laura could not see anything wrong and suggested manually changing networks and restarting the phone. She would call me back in a couple of minutes. So I did that, which obviously drops the Skype call, and Laura has now closed the ticket because she can't call my phone. It is still broken.

It is deeply infuriating that there is no way to maintain a conversation with EE. And that they don't offer support over chat for folks when their phone is not working.

When I get back to the UK I'm going to be buying my family out of their EE contracts. EE assumes customer time is worth nothing on a semi-regular basis.

[Profile closed]

The irony of this is that you can't call EE because your phone doesn't work. It is amazing that this is not automatically fixed when you take a Roam Abroad Pass. The app doesn't work abroad either, fails to download assorted settings that are available on the web. No online chat support path. EE, an example of why we cede the tech industry to other countries.

Can dial answerphone here and it just sits quietly. Calling any number immediately hangs up. Folks calling me immediately go to voicemail. Data and messages work fine. RAP pass and large spend cap chosen explicitly with the "I'll be using my phone abroad checkbox" on the web site.

Trying to call EE with Skype...30 minute hold time. Travelling for work, sitting in an open plan meeting room, cannot work and listen to hold music at the same time. There is "message us" in the app, but that does not have any humans behind it; it's a very low quality AI chatbot.

[bristolian]

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@Profile closed wrote:

The irony of this is that you can't call EE because your phone doesn't work. ...I hate EE.

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It's a natural catch-22. If you don't enable roaming, your phone can't connect to foreign networks - and thus you have to use an alternative contact method.

All the published advice recommends the ROAMING text to 150, which is the most common means by which global roaming is enabled.

Historically, you could also enable the facility via the myEE app & website, but that was removed quite a few years back.

[bristolian]

My reply of 6.23pm was based on your post of 6.20pm (which was added as a "me too" to someone else's). You subsequently created a new post at 7.35pm (which has now been merged).

In your newest post you added detail that was missing from your first, and changes the advice fundamentally.  If your phone has working data & messages, then lack of roaming is not the problem. Roaming is what enables access to foreign networks, which self-evidently you therefore have.

The advice to change between available local networks is sound - see if the same symptoms occur on them all, and eliminate an issue with individual operators.

The other possibility here, is that you don't have sufficient headroom in an active spend cap - check it via the instructions on https://ee.co.uk/help/help-new/billing-usage-and-top-up/track-and-manage-your-usage/how-do-i-set-up-... 

Are you within the EU or elsewhere? As an aside, this is a classic example of why one single new post clearly explaining your symptoms is so often the better idea, compared with adding to existing posts with missing pertinent facts.

[Profile closed]

Assumption is the mother of all mistakes.

My phone has roaming enabled and spend caps removed. Roaming is enabled on the device.

I've had two calls with EE after lengthy waits on Skype today. The best they can suggest is changing networks. That closes your conversation and does not fix the problem. I've now burned a whole morning of work time, travelling for business. Each call results in disconnection and no fix. EE sends texts to call you back, and even lets you specify a number to callback, but they won't callback a number abroad. Basically, EE are no help at all if you do get through to them. $20 Skype credits spent.

[bristolian]

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@Profile closed wrote:

Assumption is the mother of all mistakes.

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At the time of my reply, all you explained was that your phone "doesn't work". You have subsequently contradicted that, by advising that texts & mobile data are working.

Emotion rarely solves predicaments such as this. Calm posts laying out all the facts, can do.

[Profile closed]

@bristolian , the opening of this thread says: "My phone has working data and messages, but is not able to make or receive calls including voicemail."

It is not clear what the intent of your comments is other than to provoke the kind of a reaction that you are simultaneously preaching against. Let's wrap this thread up as is not constructive. After spending another $10 with Skype and an hour with EE on-hold and in-conversation they have now changed something their side that has miraculously fixed the problem.

[XRaySpeX]

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@Profile closed wrote:

My phone has roaming enabled and spend caps removed. Roaming is enabled on the device.

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That is immaterial. What matters is whether you have roaming enabled on your a/c, & SIM, but you evidentially have as you can use data & send texts. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

You needn't have spent money using Skype. By calling the UK Freephone no. in my sig. it would have been free.

[bristolian]

Are you roaming within the EU, or elsewhere?

What spend cap do you have remaining?

Are the symptoms identical across each local network?

[Matt_124]

My thinking is that it is a USA VoLTE roaming issue due to the use of dollars, however the user has now closed their profile so it is fruitless to investigate any further.