Phone not working at all

[1234rlr]

My phone is not letting me send texts or make calls. I am in Spain and have been here for a couple of months and had no problems until yesterday. When I try and call I get an automated message “welcome to orange… “ I’m not with orange so I’m not sure why I’m getting this message. Calls to mobile numbers and 150 aren’t working. I have the roaming pass so usually my phone works fine. My phone bills have been paid etc so not sure why this is happening but need this resolved as I need my phone to do my job! How can I get someone to contact me? 

[bristolian]

Have you tried rebooting your phone and also manually connecting to a different network? I would imagine that Orange is the network you're currently connected to, so try a different one.

The roaming pass is just a billing add-on to reduce costs.

[1234rlr]

Thanks for getting back to me. None of the other networks are working either 😫

Sent from my iPhone

[Matt_124]

If your plan is an All Rounder or Full Works plan taken out before 29th August 2024 then the Roam Abroad Pass has been removed as part of the Roaming Refresh in December, and Inclusive Extra options have been changed to offer an EU Roaming Pass as well as a ROW Roaming Pass.

It is possible the Roam Abroad Pass has been taken off your account as part of that change. However if you go into your EE App Inclusive Extras, you should be able to switch to the newer passes and this may fix your issue.

If your plan was taken out on or after the 29th August 2024 the above will not apply, and you may have to contact EE Customer Services to look into why this is happening.

[bristolian]

But remember.... whatever billing add-on you have, is of no relevance to the ability to roam. It is only relevant for the purposes of mitigating the costs of using your phone abroad.

Have you checked your spend cap, to ensure there is sufficient headroom in that for charges to be covered?

[1234rlr]

Sent from my iPhone

[1234rlr]

I don’t know how to check this. I come back and forth to Spain regularly and never had this problem and my tariff hasn’t changed. I just need to be able to speak to someone as I can’t even call 150


Sent from my iPhone

[Ali_A]

@1234rlr 

You can find alternative contact numbers on our Contact Us from Abroad| Help & Support | EE page

Ali

[1234rlr]

I can’t call any numbers at all. I need some one to call me or someone that can look at my account. I can’t do my job or call my family

Sent from my iPhone

[Matt_124 · Accepted solution]

You can call EE from abroad for free using Skype on an Internet connection on the freephone number +44 800 079 8586.

No one is able to contact you or access your account from this User Discussion forum.