Help Abroad

[Lor881]

I'm currently stuck in Mauritius due to all the cancelled flights, I have purchased a zone pass so I can make some urgent calls but I am unable to call anywhere, I can't even call 150, my app doesn't work which I have made a previous complaint regarding which has not been resolved. I have tried all steps online to resolve but I am unable to contact anyone at EE to help me and I am unable to resolve my issue.

[bristolian]

If you've purchased a pass to reduce the cost of calls, that tells me you've received a welcome text message and are thus roaming. Have you been able to make calls whilst abroad in the past? Be it on this trip or previously?

Try manually selecting alternative local networks, there may be an issue with one and this will either rule that out or resolve.

What are the steps you've tried to resolve so far?

[Lor881]

I have never had a problem when I have been abroad before.

i have tried to manually select network and selected each one to try and make a phone call which has been unsuccessful.

I have tried restarting my phone, I have disconnected from the WiFi and tried, I have text ROAMING to 150 which says I'm all set and have my UK allowance.

i have tried called every single EE number alternative to 150 and cannot make any calls.

cannot access my app which I have raised in a previous complaint so can't do anything via the app either and have been unable to do so for probably 8 months 

[Linzi_H]

Whilst it does sound like everything is set up from our side of things, if you contact our team from an alternative device, they'll be able to review your account in further detail @Lor881 

Our team will also be able to look at your online account access and work on getting this resolved so you can have your access back.

Linzi 

[Lor881]

Hi

I am unable to contact off another device as everyone else is unable to call out as we are all in the same boat, hence why I purchased the pass as the one who could make calls etc.

So what alternative options are available to me to resolve this issue as I'm sure you can appreciate that by purchasing the pass that I actually can't use (so far I have purchased 6 passes over the past week and a half) and clearly have wasted my money on those as I'm not able to do anything and even more frustrating is that I am currently stranded in a foreign country with a lot of unrest and no idea when I will be returning to the UK and so far EE have been very unhelpful and I am being told to contact you when I have absolutely no way of doing so.

[Linzi_H]

If everyone else is also having the same issues unexpectedly, it could be a local network issue. What networks have you tried to connect to? 

Out of the 6 passes you have purchased, have any worked? If previous passes have worked, it could be that you have reached your Spend Cap. Please text SPEND CAP to 150, and let me know what happens. 

The best next step is to call our technical support team, but as previously advised, this would need to be from another device/line @Lor881 

Linzi 

[bristolian]

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@Lor881 wrote:

I have never had a problem when I have been abroad before.

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This is good evidence that your roaming facility is already enabled. Does "never had a problem" include making international calls back to the UK?

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@Lor881 wrote:

i have tried to manually select network and selected each one to try and make a phone call which has been unsuccessful.

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If your phone shows a connection to each local network, you are roaming. Are you able to send or receive texts on each one? Can you make local, in-country calls? Or are only calls back to the UK affected? This is testing whether the issue could be an international bar applied.

The other thing to check is a spend cap, which would prevent roaming charges being applied and thus stop usage. Check via the help on https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap 

In another post you mention that other people you are travelling with, are "all in the same boat" making me wonder if this is a local network issue. Can you expand on their situation? Are they also with EE, or other networks? Are they using the same local network(s) as yourself? Are they also having an inability to make calls while other functions work?

[Lor881]

Others travelling with me are on completely different networks and providers and have different issues hence why they are prevented from making calls, it's has nothing to do with a network issue.

I do not believe I have a spending cap - I have purchased the passes in order to access my UK plan which states I have access to all of my allowances.

I am not sure you are fully understanding my issue and I am becoming increasingly frustrated at the fact that all EE have come up with a solution to is call of an alternative device - I am also stranded with 2 small children who are wanting to contact their dad who is in the UK and I am trying to contact my work, I am also not sure why I should put extortionate charges onto someone else because EE have no alternative processes in place to assist me, especially in a time of an act of war.

i have found this wholly disgraceful from EE and have left me with significant more issues than there needs to be - does EE have nothing other than calling EE which I am unable to do to help me at all? 

[Lor881]

I also do not currently have a spend cap so that is also not the issue 

[bristolian]

In one post you say "I do not believe I have a spending cap" and in another post you're more certain. It may be worthwhile checking so as to be 100% certain - other users have had issues with this in the past, and it's something to easily rule out.

Can you clarify the answers to the other questions I raised? If your phone shows a connection to each local network, you are roaming. Are you able to send or receive texts on each one? Can you make local, in-country calls? Or are only calls back to the UK affected? This is testing whether the issue could be an international bar applied.

Assistance is being offered on this forum, but if you want to pursue an account-specific approach, then you will need to contact CS via alternative means. It's unfortunately a catch-22 that the means by which you would ideally make contact is affected by the issue needing resolution. Resolve that, and you have no need to make contact!