I am currently in Portugal and cannot make calls

[Ktmac1]

I am currently in Portugal and cannot make calls on my mobile iPhone 14 all calls are failing . I have roaming on for eu

[bristolian]

This thread was started by @Ktmac1 - if they still want help, perhaps they could reply to some if the questions.

One significant one us whether you're using mobile data to access the internet, or WiFi. This would make the difference between yours being a call-specific issue, or roaming one in general.

[Kvhutch]

I have travelled to the USA and unlike other other trips I am unable to call any UK number and I cannot be reached by UK callers though I can make and receive WhatsApp and Skype calls via internet.
I am only able to call EE Helpdesk via Skype on +44 800 079 8586. I can however receive text messages

Each time the 'wonderfuly informed' people at EE Customer service try to get me to try something like remove the SIM I am disconnected, call again, go through security, get to a Level 1 or Level 2 Helpdesk person and go through the same barrage of questions with a new person. This has happened 5 times

My actions take thus far:
- Set ROAMING to on
- Bought seveal ROAMING PASS packages (Helpdesk were really helpful here - said it might take 24 hrs to kick in - a 24hr ROMAMING PASS which, yep, expired in 24 hrs)
- after entering number selected both 'Home Country/region' and 'Roaming country/region'
- Restarted phone
- Toggled airplane mode
- reset network settings
- manually selected carrier. T-Mobile was the only one that connected
- Checked for Software updates
- Was Sent 2 EE numbers (+44 7953 966 150 / +44 7953 966 250 ) and asked to try and call them.
- took out and put back in my SIM card
- even given personal email addresses of Level 1 and Level 2 Helpdesk personnel who do not respond when contacted

I even sent them a screen capture video of exactly what happens when attempting to make a call to the UK - an immediate disconnection upon attempt

So I'm forced to use someone else's phone on a US contract who gets through straight away on T-Mobile over here.
So was wondering if anyone here has had a similar nightmare experience with any resolution

Cheers

[Katie_B]

Hello @Kvhutch. 

Thanks so much for coming here. 

I'm sorry to hear you are still experiencing this whilst roaming in the States. 

I have sent you over a private message to gather more information. 

Katie

[bristolian]

---

@Kvhutch wrote:

- even given personal email addresses of Level 1 and Level 2 Helpdesk personnel who do not respond when contacted

---

This is something those individuals have done off their own back, and would be to the credit of those staffers.

They may be off-shift when you have emailed them.

A manual network selection should achieve the same as a SIM disconnect/reconnect, without running any risk of damaging or losing a SIM.

[Craig2015]

I've replied but it has bounced back saying you can't receive messages

[Linzi_H]

Hi @Craig2015 

I will send over another private message this morning so you can try again. 

Thank you,
Linzi 

[Scottpayne]

Hi - did this get fixed for anyone? I still have this same issue - since the power usage. EE automatic network selection chooses the NOS network which could be the issue. I can get and send texts, but not voice calls. there are enough signal bars and I’ve done all of the normal tricks, airplane mode, on/off etc. is anyone from EE looking at this with the NOS network provider in Portugal? 

[Christopher_G]

Hi @Scottpayne 

Welcome to the community.

I understand you've tried a few tricks already. Have you been able to try turning off 'automatic' network selection and manually search for another available Portuguese network? 

Could you let me know if you get the same issue with another operator please?

Thanks

Chris

[mitchell1127]

I have been trying for 4 days to get thro to EE regarding loss of roaming etc to no avail - tried your recommendation selected Nos then Meo  no luck - then touched vodaphone - success !! Great result was able to ring home and connect with friends in Portugal and at home  - good advice .

[Craig2015]

Tried that it will not connect still no news fromm ee just it's with their back room staff as I've said earlier giving us a phone number which we can't ring and no reply email it isn't good