Making calls from Tunisia

[Marc1968]

I have just paid for a roaming pass in Tunisia. I have access to data - internet is working as I have access to all my apps. However I cannot make any calls back to the uk - landline, mobiles or even the EE 150 number. I have tried the chatbot but what use is that when it ends up referring you to the 150 or mobile help number neither of which I can phone. Why can’t we go back to the old fashioned way of actually chatting to or even better speaking to a real human and not this AI rubbish which clearly isn’t working in helping me in this instance. 
Any help from anyone would be much appreciated as I’m trying to get in touch with my elderly mother back home 🙏

[Marc1968]

I’m in Tunisia and having exactly the same problem - data ok but can’t make any calls not even to EE 150 number. The chatbot just refers you to an agent which is absolutely no use whatsoever when I can’t ring out - THAT is the problem I need assistance with and need to speak to someone in person 

[Northerner]

Hi @Marc1968 

Are you on EE PAYG or pay monthly contract.

Have you added international codes to your numbers. 

Thanks 

[Marc1968]

Pay monthly contract. 
Added international codes to my numbers ? Not sure what you mean 🤷🏻‍♂️ - never done that before and I’ve always used roaming wherever I’ve been - all over the world. 

[Marc1968]

Same here. Trying to ring the number is if no use as that is what my problem is - being unable to ring out. As for the chatbot, again no use as when it runs out of solutions it directs you to an operative through a number - again no good as we can’t phone out 🤷🏻‍♂️. 
It would be of use to speak to someone via the chat instead of the AI chatbot which keeps going around in circles. 

[Schockwave]

@Marc1968 , have you tried a manual search for a network rather than automatic network?

What @Northerner means is that are you on pay as you go or contract with EE?

[Northerner]

Hi @Marc1968 

Try connecting manually to the network under your network settings. 

Your phone should add international codes automatically but sometimes the automatic option fails or doesn't register correctly.

https://en.wikipedia.org/wiki/List_of_telephone_country_codes

Thanks 

[Marc1968]

I’ve  searched manually for all 3 networks available - doesn’t alter anything. 

im on a contract. . 

[Peter_W · Accepted solution]

@Marc1968 I can't say for sure what the right process for getting the automated messaging options to pass you over to a Guide, but if you can get connected with someone they should be able to check these settings for you.

It may be worth seeing if you can connect through for a different reason such as a billing query - all the same details are visible on your account, and whilst our messaging teams aren't fully tech trained, they should be able to still check account features. 

If that's not working, then the best option is definitely going to be to call from another phone if possible.

Peter

[Katie_J]

Since arriving in Tunisia have you restarted your device @Marc1968?

Speak soon, 

Katie