HELP - Roaming not working properly!

[michael23578925]

I am in Amsterdam.  Data and incoming SMS are working.  Calls outgoing and incoming do not work, neither do outgoing SMS.

I have tried an old Giffgaff SIM which worked perfectly well till it ran out of credit. I have a Spanish SIM which also works. Roaming with EE was working fine on the same phone and setup a few weeks ago in Spain.  It seems like an EE problem

How can I fix this?  I am unable to call EE on 150 without a lot of cost and the online support is an AI chatbot that is useless.

PLEASE HELP

[Chris_B]

@michael23578925  Not an EE issue as it’s not EEs network.   Have you tried manually searching for a different network to connect too ? .    Not sure what your trying to make out of it worked ok in Spain a couple of weeks ago.   Thats a different network altogether you were using. 

[michael23578925]

I pay EE.  The EE esim does not work on the local network NL KPN.  The giffgaff sim worked on the same NL KPN network using the same phone.  This suggests it is not my phone or me but EE.  The fact that my EE esim worked in Spain on the same phone also suggests that it is not my phone, but EE.  To blame NL KPN is odd given the above.

I have tried manually selecting different networks (Vodafine NL and T-Mobile NL), which doesnt work, likely because EE does not have a relationship with them.  I have also tried connecting to NL KPN at various location around Amsterdam which did not fix the issue.

I am unable to contact EE via another means which is a bit of a problem given the situation.  This certaintly seems to me to be an EE issue.  Give the above is there a reason why it might not be?

More importantly - how can I get someone at EE to look into this ASAP without calling 150?

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PS - Looks like I am not the only EE customer with the same problem:
https://community.ee.co.uk/t5/Roaming/Service-restricted/td-p/1512874

[Leanne_T]

Hi there @michael23578925 

Thanks for coming back to the community. 

What happens when you try and make a call? What device are you using? 

I am sorry we have no account access on the community, to contact our technical support guides you can call us from any phone on +44 (0)7953 966 150, and they will get the account checked to see if everything is set up correctly at our end for you. 

Leanne. 

[michael23578925]

nothing - it simply starts making a call and looks like its trying in the normal way, except the call never connects, there is no error or anything, and no sound either, tilll the call suddenly says call ended.

I cant call you on the above because that would require a working phone.

[Leanne_T]

Thanks for coming back to me @michael23578925 

Have you restarted the phone since arriving in Amsterdam to see if this helps? 

If so, please try calling from any other phone, or if possible using a VoIP service such as Skype on 0800 956 6000. 

Leanne. 

[michael23578925]

I have restarted the phone several times.
Skype doesnt exist.  Will EE be willing to refund the extra costs?  I will have to purchase a new tariff from another provider in otder to call EE as EE does not provide an alternative way to make contact that does not incur costs.

[Matt_124]

Skype still exists. It's not closing until May.

[michael23578925]

@Matt_124 thanks but doesn't address if EE will pay for the costs 

Vodafone and O2 also still exist, and if EE dont respond back with a reasonable solution or agree to pay for the extra costs I'll be considering a move later.

[bristolian]

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@michael23578925 wrote:

@Matt_124 thanks but doesn't address if EE will pay for the costs 

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If you're calling a UK 0800 number via Skype currently, there are no costs.