by zophora Investigator
Investigator

Since landing in Medellin, cannot make or receive calls and text

Roaming is on, I already switched to all available carriers manually. Bought a data add-on. But get a Call Failed response when trying to dial in a number in Colombia or in the UK (I did try all possible exit code too). And calls do not get through to me, same for text messages. I am unable to contact the support team too. 

 

Can someone from the support team get back to me or how else should I escalate this?

11 REPLIES 11
by
EE Employee

Re: Since landing in Medellin, cannot make or receive calls and text

Hi and welcome to the community @zophora

 

Our customer services team will be able to look into this for you.
 
I recommend logging into your My EE account on your phone's browser (not the app) or a computer. Once you're logged in, a chat window will pop up when an advisor is available.
 
If you can't get in contact with chat, please get in touch from an alternative phone.

 

Many thanks,

 

Lee

 

 

by zophora Investigator
Investigator

Re: Since landing in Medellin, cannot make or receive calls and text

I was told by thje person in the chat that I should call support. Which obviously I cannot do. Any other usggestions?

by
EE Employee

Re: Since landing in Medellin, cannot make or receive calls and text

Hi @zophora

 

Thanks for trying this for us.

 

One other thing can I get you to turn 4G off.

 

I have sent you a private message on here, so I can get some details from you.

 

Thanks,

 

Lee

by
EE Employee

Re: Since landing in Medellin, cannot make or receive calls and text

Hi @zophora

 

Are you with anyone using a english network phone?

 

Many thanks,

 

Lee

by zophora Investigator
Investigator

Re: Since landing in Medellin, cannot make or receive calls and text

Hi Lee_H,

 

No, I am not with anyone with an English network phone.

 

Thanks

by zophora Investigator
Investigator

Re: Since landing in Medellin, cannot make or receive calls and text

Hi @Lee_H, No, I am not with anyone with an English network phone. Thanks

by
EE Community Support Team

Re: Since landing in Medellin, cannot make or receive calls and text

Thanks @zophora

 

Which network are you connected to?

 

Does it work if you switch off 4G?

 

Chris

by zophora Investigator
Investigator

Re: Since landing in Medellin, cannot make or receive calls and text

Hi @Christopher_G

 

I am connected to Movistar (tried Claro) and switching off 4G doesn't change anything.

 

Thanks

by
EE Employee

Re: Since landing in Medellin, cannot make or receive calls and text

Hi @zophora

 

It could be a Partner network issue affecting your connection.

 

Without be able to test another UK SIM we can't rule that out.

 

Are you able to receive calls/texts at all now?

 

Many thanks,

 

Lee

 

 

by zophora Investigator
Investigator

Re: Since landing in Medellin, cannot make or receive calls and text

Hi @Lee_H,

 

I cannot receive or make calls or texts.

 

Thanks

by
EE Employee

Re: Since landing in Medellin, cannot make or receive calls and text

Hi @zophora

 

After trying various things you may need to give us a call from an alternative phone for our technical team to look further into this.

 

Many thanks,

 

Lee

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