Unable to make or receive calls in the US

[BenFarrow]

This isn’t helpful when you can’t make or receive calls. We have the same problem in the US. Both me and my wife are on EE and neither of us can make or receive any calls and all EE want to do is call them.

please can you resolve asap

[Chris_B]

@BenFarrow  Live chat is available via the EE app under help. Provided you are a contract customer. 

[BenFarrow]

I have tried the live chat a number of times. It is a bot that then wants me to call. Is there a way of chatting to an actual person on the live chat function?

[Leanne_T · Accepted solution]

Hi there @BenFarrow 

Thanks for coming to the community. 

I am sorry you're unable to make calls and send texts in the USA, can you access data when not connected to WiFi? 

Have you tried manually searching for a different network in the device settings? 

The message us option in the EE app, is the only chat option available. Contact details can be found on the Contact Us page. 

Leanne.

[bristolian]

Have you been able to use your phone in the USA prior, on this trip or a previous one? Your symptoms appear consistent with roaming not being enabled and thus your phone can't connect to foreign networks.

The ability to receive text messages, use mobile data or indeed having roamed previously - would all be good evidence of the contrary.

[XRaySpeX]

@BenFarrow : Did you receive a Welcome text upon arrival?

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before leaving to go abroad?

If you are on contract, did you activate roaming on your EE a/c before leaving UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. using a web-calling app over WiFi.