Phone won't connect abraod

[cjbullen]

I am abroad in the US and have paid for Roaming. I can receive texts to my phone but I cannot make or receive phone calls - the call will not connect. The 'Help' chat is hopeless and won't connect me to a human agent. I had the same problem in France last time I was there. I have an Android phone, Moto G60. It's urgent to get it fixed - I have business calls to make.

[Leanne_T · Accepted solution]

Hi there @cjbullen 

Thanks for coming to the community. 

Our EE Roaming - Help when abroad with your EE phone or device - The EE Community article has helpful steps to try and help you with making and receiving calls. 

If you've tried everything listed in the article, please get in touch with our tech guides by calling +44 (0)7953 966 150 from any other phone. They will run some troubleshooting to help get this sorted. 

Leanne.

[XRaySpeX]

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Did you receive a Welcome text upon arrival?

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before leaving to go abroad?

If you are on contract, did you activate roaming on your EE a/c before leaving UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. using a web-calling app over WiFi.

[cjbullen]

Hi Leanne

Thanks for your help. I've tried everything in the article. I'm able to receive and send texts and use data; it's just that voice calls are not working. I guess I need to wait for a kind American who will let me call the UK on their phone to solve the issue...

[cjbullen]

Tried restarting phone. Tried manually selecting another network. Tried shutting down data. Did receive a text on arrival. Roaming is active on my account - I'm often abroad. I'm on contract. It's a well-used SIM. Have not yet found a web-calling app that will allow me to make the call to +44 800 079 8586 - any suggestions?