Problems reconnecting to ee network when abroad

[Gordon250]

I'm abroad and been using a local SIM2, tried to switch back to my EE SIM1 and it seems to connect to the network ok with data and text working but I cannot make any voice calls on the mobile. Is there a settings change required?  I have removed the second SIM and restarted the phone. All settings seem OK for roaming.

[Colstalex · Accepted solution]

You need to make sure under Mobile Service setting the “default voice line” is your EE sim.

[Gordon250]

This did not help me, so was not helpful!

[Colstalex]

Do you have a spend cap it needs to be £20 minimum to roam.

[Peter_W]

Hi @Gordon250, welcome to the Community!

I'd definitely recommend checking your spend cap like @Colstalex has mentioned here, but it's also worth trying a few other steps at your end too. 

If you haven't already I'd try manually disconnecting from your current roaming network and trying some of the other ones available to see if they resolve the issue. 

This can vary depending on handset model, but normally it will fall under 'carrier' in your network / connection settings.

Peter

[Gordon250]

Hi,

I am afraid that I tried and none of the above worked. Even a call to #150 did not work and presumably this would be outside of any spending cap so you can reach EE to get support.   Even if network connectivity is not possible why does why does Wifi calling not work, does it not bypass the traditional cellular networking so at least you can make a call to a UK landline when you don't have full cellular connectivity - at least this would provide an alternative if you have cellular connectivity issues.  Actually I did have celluar  network connectivity because both data and  text were working via the celluar network, just that  voice calling was not working.

PS - the support offered by EE via their technical help has been very poor. This far at least this community has been more responsive! Thanks.

[Colstalex]

WiFi calling does not work abroad, none of the UK networks allow it abroad. 150 as a short number is unlikely to work as the foreign network won’t know what it is. Have you tried dialling as +44 and leaving off the leading zero. Remember when abroad you are on the foreign network not EE so it expects numbers to be dialled as a local would do them.

using + is recognised by all networks and means you don’t need to know whether international calls start with 00 or 001 or whatever

[Peter_W]

Thanks for giving all of that a try for us @Gordon250.

It does seem odd that it's only calls being blocked here - there is the option to select roaming without international calling, but most users opt for either EU and international calling, or worldwide which incorporates everything. 

Have you tried manually dialling the number, making sure to enter the correct country code (+44 for the UK)?

Peter

[Gordon250]

Hi,  I'm surprised that WiFi calling does not work abroad "none of the UK networks allow it abroad" as that I think would have enabled me to make the call - I had full data/Wifi and text capability, just not the cellular voice call. But then perhaps providers feel that with WiFi call feature working users would not purchase minutes and they would make no money, I can't see any other reason?? I personally would be happy to pay a reasonable fee for this service.

I tried all possible options and various numbers with +44, 0044,  as guided by the EE technical support when eventually I was able to make contact - without cellular voice calling that was extremely difficult and the so called messaging feature in the APP completely failed me despite several hours of effort and receiving screeds of automated ai responses  that kept repeating the advice, essentially ending with please call the EE helpline on #150 (or overseas equivalent). I kept explain in the message that I could not do this but to no avail!

Incidentally I work for a global corporation and do a lot of international collaboration. Whilst we used to use voice call frequently, I have not made a single international voice call for >3 years - ZERO. ALL communication is done very effectively via network collaboration tools (including What's APP etc).  We don't even use cellular text anymore.  Most people I worked with in Taiwan had international calling barred on their mobile phones, so even borrowing someone else's phone was not an option even with worry about high call costs aside!

So actually it seems to me that the only real reason to require cellular international voice call now is to make contact with various helplines in the UK that do not offer alternative options e.g. EE, Banks where Credit Card is blocked etc.   The latter was my issue really, fortunately one bank eventually was able to support me through messaging via their Banking App. Unfortunately my other bank (Tesco) seem to offer no alternative to voice call and despite  eventually reaching them were not very understanding. Whilst I realise the need for secure communication (they kept reminding me of this) I think these service providers need to wake up to the changing world in which we live!

[Gordon250]

Hi, thanks for your response.

I agree it is very strange that ONLY cellular voice calls were blocked. The EE technical representative (first level) also thought the same. He escalated the issue, however it took the second level EE technical support FIVE days to get back to me even though I tried to chase them up.  When they did make contact they were somewhat disappointed that I was then back in the UK and they were not able to fault find the issue as my phone was working fine when reconnected to the UK network.  As I explained to EE, this is your missed opportunity to root cause this fault, potentially to be able to help others affected in future (I would be surprised if I was a unique case, the same problem occurred on my last trip but then had no real need to make voice calls so did not bother to try to fix). This trip I did have a need to contact my bank (see thread above) so it did bother me!

Personally I will be making every effort when travelling in future not to try and rely on EE, or to waste my time trying to help them improve their rather poor international support service.  Other options are available.