by Jon65 Contributor
Contributor

I can't call home from Europe, though I have a 4Gee contact. Help please!

I've recently moved to EE, on a 4Gee contract. I'm in Europe on holiday, and unable to make a call home, although data roaming & texts seem to work. I can't call EE, so this is a bit Catch 22! What is my best plan?

Thanks, Jon

24 REPLIES 24
by Profile closed
Not applicable

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Hello @Jon65 try restarting your phone then trying to make a call again. You can also try a manual network search in the phones settings app and selecting another network once the list of available networks have loaded to see if an alternative one works. Here is a link to more information on roaming with EE. :):

https://explore.ee.co.uk/roaming
by Jon65 Contributor
Contributor

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Hi, I've tried switching it off & on again 🙄, also I have the same problem with different messages when the network is Orange or Movistar. Looking back through the forum, it seems like I'm not the only person to have this problem. Maybe something wrong in the setup of my contract?

by Profile closed
Not applicable

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Hello @Jon65 thank you for conforming. In that case customer service may need to have a look at your account to make sure roaming has been enabled correctly. You can contact them from any phone on +447953 966 250 (lines open at 8am) or if you are a personal pay monthly customer on an EE plan you can also login to MYEE online and click the popup box when available to speak to live chat. 🙂
by Jon65 Contributor
Contributor

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Calling them on a phone that won't make calls is going to be tricky... I'll try the online help but I must say I'm pretty disappointed to be having to spend my time trying to figure this out. Thanks for your help anyway.

by Jon65 Contributor
Contributor

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

I've just tried texting Roaming to 150, but the text won't send! 

by Profile closed
Not applicable

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

You're welcome @Jon65 I am sorry I could not give you a more helpful answer. You can also try a network reset by tapping settings>general>reset>reset network settings for iOS or settings>back up & reset for Android (you will have to re-enter wifi passwords). If this still does not work then hopefully customer service can resolve this for you soon. Let me know how you get on if you have the time. 🙂
by Grand Master
Grand Master

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

@Jon65  Did you call customer services to have roaming enabled before you left the uk ?  Or did you text ROAMING to 150 before you left the uk ? 

 

You tariff allows  you to use your allowance when abroad it doesn't mean roaming is enabled these are not the same thing. 

 

 

@Karen_C @James_B. Can one of you please help with this. Thanks 

by
EE Community Support Team

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Hi @Jon65,

 

Welcome to the EE Community.

 

I've sent you a private message with a link to chat with customer service online.

 

They'll make sure roaming is activated on your account.

 

Hope this helps. Smiley Happy

 

James

by Jon65 Contributor
Contributor

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Thanks James. I had the chat early on today, it seems that there was something set up incorrectly on my account. That's sorted now, but I was told it may take 24 hours to activate - frustrating as we go home on Thursday.

 

Cheers, Jon

by Profile closed
Not applicable

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Good to hear this has now all been set up correctly @Jon65 thank you for coming back to let us know. Apologies for the inconvenience, this is a one time step so now it has been enabled unless you cancel your line and take out a new one you should not encounter this again.

Come back to the community anytime if there is anything else you would like to discuss/share. 🙂
by Jon65 Contributor
Contributor

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

We're at 23 hours and still no calls home - EE are holding me to the 24 hours! I'm switching off regularly, just in case...

by
EE Employee

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Good Morning @Jon65

 

Sorry to hear it's still not working!

 

Do you get a message when you try and make an outgoing call?

 

What device are you using?

 

Thanks - Karen. Smiley Happy

by Jon65 Contributor
Contributor

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Hi Karen,

i get 'this option is not available, please contact customer support '

It's an iPhone 7+.

 

thanks, Jon 

by
EE Employee

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Hi @Jon65

 

Have you tried doing a manual network search in Settings > Carrier?

 

If not try this and try connecting to a different network.

 

Also if you go to Settings > Phone > is Dial Assist toggled On?

 

Thanks - Karen. Smiley Happy

by Jon65 Contributor
Contributor

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Dial assist is on. I only have 2 networks available here, Orange and Movistar. I've tried with both, and neither makes any difference.

It's pretty much 24 hours now.

by Jon65 Contributor
Contributor

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

I've tried different networks - no joy.

dial assist is on.

by
EE Employee

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Hi @Jon65

 

Thanks for trying!

 

Can you receive incoming calls ok?

 

It's a strange error message, as normally if your International Bar is active you would hear - "outgoing calls are barred"

 

Thanks - Karen. Smiley Happy

by Jon65 Contributor
Contributor

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Incoming calls seem to work okay.

by
EE Employee

Re: I can't call home from Europe, though I have a 4Gee contact. Help please!

Hi Jon,

 

One last thing to try!!

 

Settings > Mobile Data > Mobile Data Options > Enable 4G > Tick Off for me.

 

Then try making a call.

 

I've got everything crossed!

 

Thanks - Karen. Smiley Happy

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