26-07-2018 02:26 PM
We are in Spain and my wife and I are using a Samsung S8 & IPhone 6 Plus and neither will WiFi call, even though the internet is working.
We don’t have phone signal and the Samsung produces a message ‘not registered on network’ when I try to call. The iphone just won’t work.
We’ve had no problem making normal calls when we have reception.
Both work fine on wife calling in the UK.
26-07-2018 02:36 PM
Hi @JDavies13 and welcome to the community.
WiFi calling does not work outside of the UK.
So I can try and help, please may I get you to perform a manual network search and choose a network other than what you are on.
iPhone: Go to Settings > Carrier and turn off Automatic. Wait until available networks appear, which might take two minutes. Tap the carrier that you want.
Android: Open the Settings menu >Tap More > Mobile Networks > Carrier and turn off Automatic. Wait until available networks appear, which might take two minutes. Tap the carrier that you want
Please, also can I get you to try and dial a friend or family member using the format of 00447********* and try using data.
Did this work?
27-07-2018 08:44 AM
On the android it selected Movistar but then said ‘not registered on networl’ despite the network registration completing.
On the iPhone the same netwrok was the only option and again calls will not go through.
27-07-2018 08:53 AM
Hello there @JDavies13
Thanks for coming back to us.
You will need roaming set up on the phones to get service on Spain.
To do this, 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.
Hope you're having a great time 🙂
27-07-2018 10:05 AM
Given my only method of communication here is via these mobiles, that isn’t possible.
Please advise how I access live chat. This option doesn’t appear on any EE site that I can see.
27-07-2018 10:52 AM
I’ve tried logging in on my phone and laptop and neither gives the option of live chat.
Thi is getting a little tiresome and frustrating. Please check and advise how I obtain live chat, and please don’t just give me the same two replies as previously.
27-07-2018 11:04 AM
Leanne. If you read my earlier posts you’d see I have said we have 2 UK mobiles here, but neither is getting reception.
27-07-2018 11:11 AM
27-07-2018 11:45 AM - edited 27-07-2018 11:52 AM
On the contact us page previously referred to open up the "EE +" & you will find Live Chat (eventually). At least it's more clear-cut than the hanging about in MyEE previously suggested for something that may never happen.
27-07-2018 11:46 AM
Unless I'm missing something, you've not been advised that you could possibly activate roaming yourself from within your MyEE.
If you log into your MyEE through your phones browser, go to MyEE > Manage Device, you may be able to activate roaming yourself. You will need to activate both roaming and international and premium calls for full roaming services to be active on your account.