by andymedwards Investigator
Investigator

Unable to text and call from New York

Despite having on my plan unlimited calls and texts from USA & Europe, and receiving a text from EE as I arrived in the US telling me so, I have been unable to do this.

And I can't find anywhere to get hold of anyone in EE Customer Service to sort this out, I've called three UK numbers and each time it says its a restricted service & doesn't call.

How do I speak to / email a human being at EE to help me sort this out.

 

A very frustrated EE customer right now, this is not an easy (or obvious) process to get help when not in the UK.

Thanks

14 REPLIES 14
by
EE Employee

Re: Unable to text and call from New York

Afternoon @andymedwards

 

Welcome to the Community! Smiley Happy

 

Sorry to hear your having trouble using your phone.

 

It sounds like your international bar is still active.

 

I just need to ask one quick question.....are you a personal EE customer?

 

If so I can send you a link to our Chat Team, who can help get you up and running!

 

Speak soon.

 

Thanks - Karen. Smiley Happy

by andymedwards Investigator
Investigator

Re: Unable to text and call from New York

I'm a business customer.

Thanks
Andy.
by andymedwards Investigator
Investigator

Re: Unable to text and call from New York

Hi Karen,

 

I replied to your email but not sure if that gets back to you, I'm a business customer. 

 

Thanks

Andy. 

by
EE Employee

Re: Unable to text and call from New York

Hi @andymedwards

 

Thanks for getting back to me!

 

I'm really sorry but our Chat Team can only deal with personal accounts at present.

 

Do you have more than one number on your account?

 

If so you may be able to lift the bar by logging in to your My EE Account.

 

Once logged in go to Menu > Manage Device > Usage Controls > Allow needs to be selected on Call abroad and Premium rate.

 

Let me know if this works.

 

Thanks - Karen. Smiley Happy

by andymedwards Investigator
Investigator

Re: Unable to text and call from New York

No, I only have one number. 

 

Is there any other way of contacting anyone at EE online who may be able to help me. 

 

 

by Brilliant Contributor
Brilliant Contributor

Re: Unable to text and call from New York

@andymedwards @Karen_C The option to lift the bar should still be there on a buisness account with one number 

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by Brilliant Contributor
Brilliant Contributor

Re: Unable to text and call from New York

@andymedwards follow @Karen_C steps to get to device usage controls it should look like this and both bars should be set to allow IMG_0116.PNG

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by
EE Employee

Re: Unable to text and call from New York

Hi @andymedwards

 

Did the advice @Damienw1 offered work for yourself?

 

Many thanks,

 

Lee

by andymedwards Investigator
Investigator

Re: Unable to text and call from New York

Hi There,

@Karen_C@Damienw1, When I selected ALLOW for calls from abroad it would not accept the update - an error message appeared at the top of the web page saying sorry, unable to update record at this time.

Thanks
Andy

by
EE Employee

Re: Unable to text and call from New York

Hi @andymedwards

 

Please try and clear your Cookies and Cache or try a new web browser and repeat the process.

 

Many thanks,

 

Lee

by andymedwards Investigator
Investigator

Re: Unable to text and call from New York

Did both & got the same message

"Sorry something went wrong.

 

We've not been able to update the Usage Controls.

Please try again later."

I Give up now - Thank you for your help, I'll pick up with EE when I get home.

by Brilliant Contributor
Brilliant Contributor

Re: Unable to text and call from New York

@andymedwards That's annoying but it can sometimes happen unfortunately no one on here can help with account queries and live chat can't help with buisness.

 

You can call EE on +44 (0) 7953 966 250 from another phone and they should be able to set it up for you unfortunately that is the only way to get it working while away 

 

@Lee_H I've just tried changing mine and it gives the same message so I assume there's an issue at the moment 

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by
EE Employee

Re: Unable to text and call from New York

Hi @Damienw1 and @andymedwards

 

I have asked one of our teams to investigate this issue and soon as i have any information I will get back to you.

 

Many thanks,

 

Lee

by Brilliant Contributor
Brilliant Contributor

Re: Unable to text and call from New York

Thanks @Lee_H

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