Making Calls from USA to UK

[HelenGiles58]

I have seen previous posts on this but the solutions don’t work. I am blocked from connecting to UK numbers from my EE monthly package and the solution offered is to phone ee on a UK number which, obviously, I can’t do.

[XRaySpeX]

I never said to make calls using your phone on the mobile network you can't get. I said use a web-calling app over WiFi. Even when normal calling isn't working you can still use WiFi.

[Schockwave]

@HelenGiles58 , I also suggested using a web based app to ring customer service or use another phone to make a call to EE, if you read it right..

If you received the Welcome message from EE, then by changing from automatic network, you need to change it to manual and try the different networks to see if one does give you a network, also try switching airplane mode on and off, rebooting your phone, we cannot put you through to anyone, most of us here are customers trying to help, but if you have received the Welcome Message from EE, then you have roaming enabled on your account .

[bristolian]

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@HelenGiles58 wrote:

When I get back to the UK I will do,everything I can to publicise the awful experience EE have exposed me to

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Whilst some frustration is understandable, there is some context here. It is quite common for major tech & telecoms providers to offer peer-based community support via a web-forum, in addition to their formal support channels. It's unfortunate that you've adopted a very combative tone towards other "amateur" users who post in their spare time to help others. Both O2 & 3 have internet-based web fora just like this community, so if you consider this an "awful experience", then your choice of alternative networks is rather limited. GiffGaff, one of the major O2 virtual networks, heavily relies on the online forum inplace of extensive, formal support processes.

Further, there are a few scenarios where the nature of a user's problem does create a natural catch-22 scenario preventing support calls being made - this is not unique, but there are different ways of approaching this that tend to achieve better results, "shooting the messenger" is not one of them.

Multiple times you've mentioned "trying everything suggested" or similar comments, but not once have you explained what those actually are - this doesn't help anyone wanting to offer suggestions, who may not want to merely advise what you've already attempted. This tends to increase user frustration even more than it may already be.

Reading between the lines of some of your posts, you mention about not having had this problem before despite "travelled the world" - this suggests that you have roaming enabled and thus your international call bar is unrestricted. Have you tried manually selecting alternate local networks? If the problem is consistent across multiple operators, it would point more at an EE-account issue. Or it may just resolve your issues. You've not answered whether you can call in-country numbers currently, or whether you've been able to call the UK on this trip previously.

[HelenGiles58]

Pardon me for having an opinion but given that every service I use in every other industry has a way of speaking to or connecting with a real live person if a serious issue is encountered, I think I can be forgiven for thinking that it utterly beggars belief that a multi-billion pound enterprise such as EE should operate like this. User groups no doubt have their place but they should never be a substitute for such a provision. It is literally unbelievable.
And when I say tried everything, I am on holiday in the US and need to get me and my partner back quickly as we were told my mother-in-law died. While dealing with the grief of that we spent literally a whole day trying, consulting with, engaging with literally every solution that is out there - and there are many, but they all failed. Too numerous for me to repeat here but if you put yourself through the same experience you will find the same as me - none of them work.Including having to fork out £39.00 to JustAnswer  and being online for an hour with a ‘technical expert’  then telling me he was defeated and my only solution was to ring EE on a UK number (which I can’t) or tuning in to a non-existent helpline.
In my hours and hours of research online I found others in other help groups who have experienced EXACTLY the same as I have, and some of them go back to 2023 in their posts so EE have known about this issue since then and DONE NOTHING.
So please spare me your sanctimonious finger-wagging and leave the airspace for someone who might actually be able to help.

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[Katie_B]

Hi @HelenGiles58. 

I am so sorry to hear about your recent loss and that not being able to contact anyone in the UK has only added to your grief. This is not the experience we want our customers to have and I would really love to see if I can help. As you have received a welcome text from EE this suggests you have roaming enabled on your account. 

When you manually connect to a network and try to make a call what happens?

Do you have a Spend Cap on your account which could stop you purchasing your pass and being able to use your phone? you can check your Spend Cap settings in the EE app or by logging in to your EE account online.

@XRaySpeX and @Schockwave  have both also provided another option of using a web base calling app to be able to get in touch with one of our guides. Have you been able to try this? the apps can be used over a WiFi connection.

Finally, could I please ask you to check your EE app under 'Help', does the Message Us option appear?

Speak soon, 

Katie

[HelenGiles58]

Hi Katie
Thanks for your email. When I landed I got a text to get roaming package and I accepted. 
When I make a call it shows the number, says ‘calling’ but there is no dialling tone and after around 30 seconds it says ‘couldn’t connect’.
One piece of advice I followed online was to actually set a spending cap as it said you had  to do that to be able to connect. It hasn’t worked with or without the cap. 
As for web based apps, what are these and how do I get access to one that is guaranteed to get me through to EE on the phone and does not involve me having to spend money?
Kind regards
Helen




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[Schockwave]

@HelenGiles58 , have you tried a manual search fora network, by switching off automatic search? That should give you the opportunity to find a network that works.

[Katie_B]

Hi @HelenGiles58. 

Thanks so much for getting back to me. 

Out of curiosity are you able to make and receive text messages OK?

What happens if you try to use data when not connected to WiFi?

Does this happen with all networks you connect to?

Katie

[HelenGiles58]

Hi Katie
I just texted someone here in US and I can send and receive texts. I have tried 3 networks and all the same. I can use data when not on wi-fi.
EE tried to call me about the complaint but there’s no point as I can’t receive the call. Then they text a message to say they have called to which I can’t reply. They left a voicemail but I can’t connect to voice messages.  This is an unreal nightmare. I just don’t understand how it can be impossible to communicate with a communications company. Or for a communications company to find a way of sorting it out. 3 days now I have been trying. 
Kind regards
Helen


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[bristolian]

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@HelenGiles58 wrote:
I just don’t understand how it can be impossible to communicate with a communications company. Or for a communications company to find a way of sorting it out.

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There's 2 issues here.

Firstly, when you're roaming abroad you aren't using EE's network but that a foreign operator - if those local operators have an issue, then EE have no more direct control over a resolution, than a foreign network has over EE's resolution of issues affecting inbound roamers.

Secondly, you are unfortunately caught in a natural catch-22 here, much like the many users who travel abroad each year without enabling roaming - thus having no access to foreign networks.

I'm starting to wonder if your issue is VoLTE/4G-calling related. What happens when you try making a call? I can't see anywhere in this thread, whether you've answered if you've been able to make or receive calls on this trip thus far?