text not arriving in the netherlands

[janenmartinie]

My elderly sister lives in the UK and has EE as provider. I live in Holland and have a "normal" provider called Ben. We text each other regularly. Went to France on holiday and no problems until 29 august. At that moment I no longer received texts from my sister. She receives my texts, we can call each other but her texts never arrive. It seems to be a "Holland"thing  as she has texted other family members in Holland ( with other providers) with the same result..her texts never arrive. Sister refuses to use whatsapp etc ..in her eighties and just wants to text. Ideas anyone ??

[XRaySpeX]

You need to take this up with your Dutch provider to check your roaming permission whilst abroad.

[bristolian]

Does the Dutch provider have any issues with connecting to foreign networks, making or receiving calls whilst outside Holland, or otherwise roaming?

Do texts from the Dutch provider's phone show as "sent"? All of these are good tests of whether this is a roaming issue for them.

[janenmartinie]

Thankyou.  both .. We are back in Holland now. My sis receiving texts from both me and other family ( other providers) here in Holland but she is sending replies and nobody receiving. She says that she is sending and receiving texts in UK 

[XRaySpeX]

Is she on contract or PAYG? If she is on PAYG then sending texts to UK will probably be free but sending International texts to abroad will be chargeable & so she will need to have credit to be able to send them.

[bristolian]

Do these texts show as "sent" on your elderly sister's phone? That makes the difference between this being an issue of "can't send international texts" versus "recipient isn't receiving them".

If it's the latter, she should report this to EE-CS as "my texts aren't being received".

[janenmartinie]

Thankyou both again. 1. She is PAYG but always with 20 STG credit.

                                               2. She gets "SENT" with time so she will contact EE -CS 

will let you know the outcome. Thanks again

[janenmartinie]

She texted EE help on friday 11th ,,no reply yet..and no text received in holland

[Michael_D]

Hi @janenmartinie 

If she has not heard anything yet, it would be best for her to call to speak to our tech team. She can find the numbers to call on our Contact Us page.

Michael

[janenmartinie]

Good morning. She spoke at length to the complaints dept. She was give a reference number ID2451144.

She was told to check at http/EE.CO.UK/complaints.  I have tried several times and simply get automatically re-directed to Regulatory Requirements and Codes of Practice...not very helpful.

They did ask for my phone number here in Holland but I have heard nothing...

Patience is a vitue since 26th august....