Issue with Calling Greece While Roaming in the US

[Elina_K]

I’m currently roaming in the United States and have the international roaming add-on active on my account. When I first arrived, I was able to make calls to Greece without any issues. However, starting the following day, I’ve been unable to connect calls to any Greek numbers.

I can still make calls to UK numbers without any problems, so the issue seems specific to Greece. I’ve double-checked the dialing format (using +30 followed by the local number without the leading zero), but the calls do not go through.

I tried putting the iPhone 13 on flight mode and turn off turn, problem persists. It's only for calls, data connection works fine. 
This is the first time I travel to the US after the renewal of my plan in January...anyone, any ideas how to fix this?

Thank you for your help.

[ukms]

This is the text from EE I received a couple of months ago roaming in the US.  

[bristolian]

Nice. That "calls to countries outside the Europe zone" tallies with the normal per-minute rate in the US when you don't have a billing add-on covering in-country calls.

I would suspect that if the OP was to enquire of their un-billed charges via texting BALANCE to 150, it should fall within their spend cap.

[Elina_K]

When you are outside the UK roaming add-ons combine and you can use your plan allowances to call from/to any country of the roaming add-ons lists. At least this was the case until last January, every time I was in the US I could call greek numbers free of charge using the roaming add-ons on my plan. I renewed my plan recently and I was reassured that the same would apply for the new plan too, all the add-ons (EU roaming, International roaming and Further roaming) are added and I should not be charged. I contacted EE and they said they would refund the roaming charge as a call to Greece shouldn't be charged. 

The problem is that I can NOT make calls to Greece, I keep getting the recorded message "We can't connect your call" everytime I try. Even the wrong charge I had was for an unsuccessful call. 
It's really bizarre, as my phone operates well, I have data and I can call UK and US numbers, but it doesn't let me make calls to greek numbers, although I could call greek numbers upon my arrival. It's after one day that the problem occurred. 
I tried restarting and flight mode, but no success. 

[Michael_D]

Hi @Elina_K 

If it is happening on every network, it is looking likely that it is something at account level.

When you spoke to our billing guides about the call charge, did they look into why the call would not connect?

Michael

[bristolian]

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@Elina_K wrote:

I tried restarting and flight mode, but no success. 

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Have you texted BALANCE to 150? And compared your unbilled spend with your spend cap amount?

Regardless of the rights & wrongs of charging, that's an easy way to prove the theory.

[Elina_K]

BALANCE returns to me this wrong charge for the call that never connected because of the roaming issue. For some reason the system counted one of my attempts to call Greece as a successful 2 minutes call.  I talked to a representative and they said that they would fill a refund of this amount for me so that it won't appear on my next bill. I hope they do so. I had no cup initially and now the representative suggested we do it 30 pounds just to see if the roaming problem for Greece persists. Unfortunately, it does, no matter the spending cup change. It's so strange because I can use my roaming calling US numbers. The person I talked to suggested I contact the technical department. I' ll try this, but I have the feeling that something is really messed up in the EE's systems regarding my number and my roaming add-ons. 
I thought to write here just in case somebody had experienced the same problem before, not being able to connect calls to a certain country while roaming through a roaming add-on