Roaming enabled and working excepts for calls. Can't even phone EE!!!

[Gigi76]

I am in Madeira. Both my husband and I are EE customers and both have roaming. The phone has no problem with data and I can use Google maps and browse the internet, use WhatsApp etc but the phone will not receive calls or allow me to make them. This is a problem because EE don't have any way for me to contact them other than through phoning. Oh the irony!

I have checked settings, restarted the phone, as has my beloved but neither of us have had any joy. Even tried WiFi calling in our hotel. Nothing!

Any top tips, secret ways to contact EE gratefully received as I'm a bit desperate and quite cross, veering towards incandescence.

[XRaySpeX]

Try calling EE CS on the Freephone no.(Opt 2) in my sig. using a web-calling app over WiFi.

[Gigi76]

Can't use WiFi calling. It doesn't work either and, yes before you ask, we went into settings to enable this

[XRaySpeX]

I never said WiFi Calling. I said over WiFi as presumably you are using to get here.  

[Gigi76]

I have tried that. Nothing works...

[bristolian]

You mentioned in your first post that both phones are roaming, and I take that to mean they have connections to local networks. You subsequently say that "the phone has no problem with data", it's that same data connection that Xray was referring to, when you then commented that "nothing works" - so do you have a working mobile data connection or not?

WiFi-calling isn't intended to work abroad, but I think there's some confusion with terminology here.

Have you been able to make or receive calls on this trip previously? Have you been able to make or receive calls abroad, in the past? if the answer to either question is "yes", then try manually selecting a different local network.

[Gigi76]

We have not used our phones in Madeira before but we have used them with no problem all over Europe, making calls/ receiving them and using all data services.

We have data so can use Google maps, email, WhatsApp etc but cannot call out or receive calls.

We have tried connecting to other mobile networks and can do this but still cannot make it receive calls, except through WhatsApp and cannot contact EE through WhatsApp.

[bristolian]

Thankyou for the clarity, this proves that roaming itself is not the issue. WA is just an internet-app so all that proves is a working internet connection - "calls" are just in-app audio handled as data usage.

What happens when you try making a call? And is there a difference in symptoms, whether you're calling an in-country number versus an international one back to the UK?

[Gigi76]

When we call someone back in the UK, it looks like it's dialling but nothing happens, no connection. It says "Calling", the calling screen comes up and then it doesn't connect and eventually disconnects. No ring tone... Nothing.

I missed a call from the hospital back home because they couldn't get through to me either

Haven't tried to call a local number as we haven't got anyone local to call. 

[XRaySpeX]

You can make calls from What'sApp, can't you? You might need to top-up credit 1st.