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Roaming phone calls in Australia

jbmk159hl
Contributor
Contributor

I've been unable to get make or receive calls (but can receive text messages) on EE roaming since before Christmas in Australia - my wife on T-Mobile/EE also has the same issue, she was able to make occasional calls but that stopped too.

Spoken with EE say they have reset the international roaming - but it hasn't helped. Seems like there is an issue that no-one wants to deal with....

No idea where to go!

8 REPLIES 8
jbmk159hl
Contributor
Contributor

I've been unable to get make or receive calls (but can receive text messages) on EE roaming since before Christmas in Australia - my wife on T-Mobile/EE also has the same issue, she was able to make occasional calls but that stopped too.

Spoken with EE say they have reset the international roaming - but it hasn't helped. Seems like there is an issue that no-one wants to deal with....

Tried all the different local network providers - no idea where to go next!

bristolian
EE Community Star
EE Community Star

Duplicate "me too" posts all moved into a new thread & combined together.

If... you've proven roaming is generally working (i.e. you have a local network connection and some network-based functions work), and you've ruled out a network-specific issue.... the next step is for a fault case to be raised by CS, into non-customer-facing tech/engineering staff.

You'll need to speak to CS, probably going through a couple of agents until you get one with access to raise INC fault cases. That INC will be the gateway for further investigations and potentially liaison with the local networks in question. It may take some persistence, so be prepared for a lengthy call and some patience. Good luck.

Katie_B
EE Community Support Team

Hello @jbmk159hl

Thanks for coming here. 

How long have you been roaming in Australia for?

When trying to make or receive calls do you get an automated message asking you to press 5 to connect?

Speak soon, 

Katie

Been here for many months - roaming was fine initially but calls stopped working before Christmas. As mentioned text messages receive fine.

When you try to make a call it seems to "try" for 60+ seconds then hang-up, no sounds, warnings/audio.

When I call my mobile number it just rings and rings at the caller end - but never delivers to the mobile (it has stopped going to voicemail too).

I found around 10 other threads with people of the same experience posted here in the last couple of months (but the mods removed this as "spam") - so this seems like a wider issue.

Are you on PAYG? If so, you needed to make a chargeable action within the last 6 months to prevent your SIM going into hibernation. Just receiving texts is not chargeable.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

No, I'm on contract. My wife is on PAYG.

Ali_A
EE Community Support Team

@jbmk159hl 

When you both arrive to Australia? 

Ali