Unable to make ir receive calls when roaming

[Waynee1953]

I checked my ee app before going overseas and was told I was set for roaming. 

On arrival in Oman I received two texts,  the first telling me of costs if I used local carrier Omantel, which I am connected to.

The second invited me to buy a package for £25.  Which I did.

I can use data etc but not make or receive calls. I spoke to Omantel and they say I am not registered on their system.

I called the ee help desk on a borrowed phone and went into an online loop which was helpless. I don't want an online service or a chat bot. I woukd like to speak to a human.

There appears to be a number of similar complaints.

Can anybody advise please. 

[Lesley_W]

Hi @Waynee1953 

Thanks for coming to our community.

I'm sorry you're having trouble with calls, can you tell me what happens when you try and make a call?

Our help desk has an option to speak to someone rather than using the visual service if you select 2 at the star,t and then any of the subsequent options will get you through to someone.

Lesley

[Waynee1953]

Lesley,

Thanks. I get a short message in English and Arabic, saying g I cannot make
a call.

Regards

Wayne

[Alex_H]

@Waynee1953 Have you been able to try manually selecting another available network to see if it will allow you to make a call. If you are unsure how let us know the model of phone you use and we can let you know how. Once you select another network give it a minute and then test a call.

Do you have a spend cap in place? You can check that in the app by going to Manage and then on this page you can see current Spend caps in the spend cap section.

Alex

[Waynee1953]

Thanks Alex, tried all that. Vodafone came back straight away and said no thanks. Local carriers got the circle of death and gave up.

Put spend cap on and off to no avail. Only carrier I can connect to is Omantel and they tell me calls are barred.

I just think problem is at UK end between ee and their local partner.

[Alex_H · Accepted solution]

@Waynee1953 Sorry to hear that has not worked. It would be best if you can get in touch with one of our guides as they will have access to your account to check for any bars that could potentially be in place for the calls. 

Does trying to call our number +44 (0)7953 966 150 also say it is barred? If so are you able to call from another phone again? As Lesley mentioned selecting option 2 rather than option 1, should take you to the traditional audio menu rather than the online menu. Selecting technical support should then get you through to a guide to help.

Alex