Suddenly get 'calls to this number are barred from your phone'

[JenLon]

Hi there - I'm suddenly getting this message when trying to call my mom in Finland 'calls to this number are barred from your phone'. I've been in contact with EE and they say it all should be working, but obviously isn't. I've checked the settings on my phone and my EE account and really don't understand what the issue is all of a sudden?

I also send her normal SMS messages as she doesn't have a smartphone - I get charged for them but she never receives any of them. It works the other way around as she can call and message me. 

I've just about had it with EE, been a customer for over 12 years and the service is just getting worse. 

[Northerner]

Hi @JenLon 

Are you on EE PAYG or pay monthly contract.

Have you international call and text active/add-on. 

Thanks 

[JenLon]

Hiya and thank you for responding - I'm on a pay monthly SIM only deal. 

I'm not sure about the roaming but it shows extra text message charges to my mom's number even though they never reach her. The thing is I haven't changed anything on my contract or my phone settings etc, but just suddenly unable to call her because of this issue. I was able to 2 days ago...

[XRaySpeX]

@JenLon : You're not roaming if you're in UK. You are just making International Call & Texts, which are chargeable.

[JenLon]

Exactly - so there is no reason why all of a sudden the calls wouldn't work... 

[Alex_H]

Hi @JenLon,

I'm sorry to hear you are having an issue with making calls to your mom in Finland. 

Was it our technical team you spoke to when you called? If everything is setup account side then a diagnostic would need to be run through to resolve it. For an issue like this that would usually involve an update being sent to your SIM after which you restart the phone. And having you log off the EE network for a few minutes then back on to help update your connection to the network. 

If this was not done when you called originally I would suggest giving us another call to speak to our technical team. Have you been able to test calling any other international numbers to confirm if international calling on your number is blocked entirely or whether it may be that specific number that is having an issue? 

Alex
 

[bristolian]

I may be misreading some of the info here, but...

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@Alex_H wrote:

Have you been able to test calling any other international numbers to confirm if international calling on your number is blocked entirely or whether it may be that specific number that is having an issue?
 

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The OP is not calling an international number, they're calling a UK mobile that's roaming abroad. In which case, the basic test falls into 3 parts.. I would like to hope that CS Q&A's would cover this.

1: Can the calling party call other numbers, or is the problem specific to this one number?

2: Can the called party receive calls from other numbers, or is this problem specific to the one caller?

3: Has the roaming user tried connecting to alternate local networks, to rule out a network-specific issue?

[JenLon]

Hi Alex - thank you for taking the time to respond! 

I'm currently in contact with customer service through the chat once more trying to resolve the issue. We've tried to reset my mobile network settings but that didn't work either. 

And it's the same issue with calling any international number and to clarify, I'm in the UK trying to call Finnish numbers so should not be a roaming issue. 

[XRaySpeX]

@bristolian : I think you are!

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@bristolian wrote:

I may be misreading some of the info here, but...

The OP is not calling an international number, they're calling a UK mobile that's roaming abroad.

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Where do we see that? All we know is that OP is calling their Mum who's in Finland. We don't know whose network she is on. It would seem that she's on a Finnish network as OP is being charged for texts to her.

[bristolian]

A classic case where specific detail is missing until several posts in!! Clarification on the finer points may help other users in a similar scenario.