Help - from Tenerife

[steve-focus]

Hi,

I've been in Tenerife since Friday and cannot make any calls whatsoever - not even to 150 to find out what's going on?

This is my 6th yime out here in 20 months - I've always been able to use my mobile before, it's the same phone and I don't think I've done anything different.

Clearly there's a roaming issue but it all looks ok on my phone.

Any ideas folks?

[Chris_B]

@steve-focus  I have you tried manually searching for a different network ? Have you tried just restarting the device ? 

if this is the same phone that you’ve used in this location previously without issue and you’ve not had a change of contact then it should work. If you’ve had a change of contact than you needed to text ROAMING to 150 to enable roaming on your account before you left the UK. 

[XRaySpeX]

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[steve-focus]

Hi,

I've tried manually adding networks and switched it on and off lots to no avail.

It is the same phone, I've not changed contract and I cannot call or text 150 - I get an American-accented automated voice advising "Orange information - we regret to say..."

It asks me to dial freephone 470 and when I do I get an automated voice in Spanish that delivers a message I can't understand then ends the call.

[steve-focus]

Hi,

I'm  on a contract.

I didn't activate roaming as I've had it for my previous 5 trips - last one October 2024 (I usually work whilst out here).

I can't call (or text) CS as it simply won't let me - I also have a £50 spend cap which I can't have used.

The EE website suggests that when  I switch-on my phone on landing I'll get a message offering me a 7-day pass for £15 - no such message. 😞

[Schockwave]

@steve-focus You can ring customer service by using something like Skype for free, press option 2 on your keypad and you will get through to a person, see my signature for numbers to ring.

[bristolian]

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@steve-focus wrote:

I cannot call or text 150 - I get an American-accented automated voice advising "Orange information - we regret to say..."

It asks me to dial freephone 470 and when I do I get an automated voice in Spanish that delivers a message I can't understand then ends the call.

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You self-evidently have a connection to a foreign network and thus roaming is active. If roaming was not active, your phone would not be connected to a mobile network and would not be able to make any calls. Your problem thus lies elsewhere.

Do you have sufficient headroom in any spend cap to allow for daily charges to be applied? Are the symptoms identical across each Spanish network?