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.

[Lor881]

I understand that but I have also tried to make calls to others that are here with me and unable to do so.

please can you tell me how I can contact via an alternative method when I do not have that available to me?

I have tried manually connecting to every available network to me and attempted to make calls and cannot do so across any networks, internal calls not working.

I do not currently have a spending cap applied.

[Lor881]

If the only way I can get assistance to resolve my issue is to call from another device which I have explained several times is something I am unable to do then EE is clearly not going to be able to assist me whilst I am stranded in a foreign country with small children during very uncertain times and EE have no other contingencies in place to support their customers then I would like the contact details of where I can raise an official complaint

[Lor881]

I am able to make and receive text messages, just unable to call.

[bristolian]

You mention that you've raised a formal complaint previously regarding another issue, you can use that very same complaints process for this roaming issue too.

Just out of interest, what other contact means would you prefer are available? Email is often mentioned, but threads like this are very good evidence of how inefficient it could be, and you're left with the problem of how to secure account access.

Historically, many people used Skype as a way of making free web-based calls to EE's 0800 number, but Skype withdrew that a while ago now. Live chat is available via the myEE app for pay-monthly customers, it's unfortunate that you have a separate issue here.

[Lor881]

A live chat option would of been preferable, anything else would of been better than constantly being told to call when I can't, I have been an EE customer for many years but this has been something that I think will change now as this is a very unusual circumstance that has left me even worse off where I am unable to pretty much do anything and feel wholly unsupported by my provider. 

[bristolian]

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@Lor881 wrote:

A live chat option would of been preferable

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Live chat is available via the myEE app for pay-monthly customers, it's unfortunate that you have a separate issue here.

Linzi's also offered a few suggestions at 10.07am that I don't think you've picked up on either.

[Christopher_G]

Hi @Lor881 

Welcome to the community.

I'm really concerned to hear of your situation. I've sent you a private message to try and get you some help.

Please take a look at your community inbox and get back to me.

Thank you.

Chris

[Paras1]

Hi,

Is there a solution to that issue? I'm currently in the UAE and have the same problem with incoming and outgoing calls. The Internet and text messages work fine. But any attempt to call fails, even when the calls over Wifi are enabled. 

After calling to  EE in the UK, using another network, I was told that everything looks fine, and they don't understand why it doesn't work, and it might be due to congestion on the nearest tower.

I can see that Call Barring is turned ON for all calls on my phone, and I wasn't able to turn it OFF. I tried another phone, and the same network error came up each time. EE said that there is no Call Barring on my account. But it shows clearly on two phones I tried.

It looks like either the network in here (UAE) or EE has put a temporary block on the customers who travel to this part of the world. In the current situation, it is a very horrible move, especially when most of the places with WiFi blocking use of Whatsapp calling, so speaking with everyone is not possible. And not being able to see who tried to call to get back to them is the most troubling thing.

[Christopher_G]

Hi @Paras1 

Welcome to the community. 

We understand how important it is to use your phone in your current situation. We're definitely not blocking users from calling from abroad. 

I'd like to try and get you some help. Could you take a look at your community inbox and reply to the private message that I'm going to send you please?

Thank you

Chris