Roaming in Australia

MB_007 · ‎06-04-2025

Hi. I have been here in Australia (Sydney) for the past 4 days and have the EXACT same issue. I notified EE prior to my departure that I will be in AUS, removed my spend cap, authorised my 5 day abroad pass and turned on roaming once we arrived. I also called CS via Skype yesterday to have them confirm that my account is set up with correct settings, which they confirmed. I have removed the auto network selection and tried all 3 networks available (YES OPTUS, Vodafone AU & Telstra Mobile) but I am still unable to make and receive calls from my phone. Data works fine to browse internet and I can send/receive texts, but alas I am unable to make or receive calls. Please advise on a viable remedy.

MB_007 · ‎13-04-2025

I spoke with a Tier 2 Tech Support Specialist at EE yesterday and they were finally able to resolve my issue. EE does not have an agreement with OPTUS here in AUS for voice, they only partner with Telstra for voice. Thats why my data plan worked but voice did not.

While calling EE via Skype, the tech was able to change some settings within my account profile so that Telstra voice was approved while I’m here in Australia. While remaining on Wi-Fi and talking to him via Skype, I was able to manually move my network connection from Optus to Telstra (cellular>eSIM>Network Selection>Telstra). At that point I asked him to call my EE number to confirm that the update worked and I remained on the call with him via Skype. Once I saw his call come through on my UK # I knew that the issue was resolved. At that point I ended the Skype call, reset my phone fully and when it rebooted, I made sure that I was only connected to the Telstra network here in Australia. Voice calls are now active local and back to UK.

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bristolian · ‎06-04-2025

Your "me too" post has been moved to a new thread, it's usually a lot better to avoid confusing replies. There's a few alarm-bells in what you've posted, worth clarifying..

"Turned on roaming once we arrived" - how, exactly? I'm driving at "data roaming" in your phone settings NOT being the answer, which many people think it is. Roaming permissions are an account-level setting that is usually best allowed by texting ROAMING to 150 before leaving the UK - otherwise you need to have spoken to EE-CS. Sounds like you did that later.

You've not said what happens when you try making calls? And are you using Apple or Android?

MB_007 · ‎06-04-2025

Device is an Apple iPhone 15 Max Pro.

Prior to departure I text 150 and requested that roaming be set up for travel to Australia. Once I arrived in Sydney, i turned on the Data Roaming settings option but still had no service (SOS displayed), so I called EE via Skype and the Cs rep I spoke with manually activated the plan for me. At that point, I was able to receive texts and access data plan but unable to make outgoing calls via any of the perviously mentioned networks. When I attempt to call local or any UK #, the line never rings (complete silence for about 20 sec) and eventually I get a message that says call failed.

Matt_124 · ‎06-04-2025

When making the call, do you notice your data connection dropping out? For example 5G or 4G symbol disappearing?

MB_007 · ‎06-04-2025

Not when making a call but before or after call, it will change from 5G to 4G. It seems to change back and forth from 5 to 4G about every 20 sec or so.

MB_007 · ‎06-04-2025

Additionally, of the three available networks (YES OPTUS, Vodafone AU & Telstra Mobile) here in Sydney, only YES OPTUS provides me with access to both 4 or 5G data. When selecting either of the other two networks, I get SOS displaying in the cell data field.

bristolian · ‎06-04-2025

@MB_007 wrote:

Not when making a call but before or after call, it will change from 5G to 4G. It seems to change back and forth from 5 to 4G about every 20 sec or so.

Sounds like at least VoLTE is trying to work, even if VoNR/5GSA isn't.

iPhones don't have any easy options for disabling VoLTE to at least test CSFB - this is a scenario where Android allows extra tests.

If you toggle flight mode with auto-selection on, is Optus the selected MNO? (In other words, is the preferred network set to allow data).

You've referenced data roaming several times, but this has no relevance for voice calls which don't use data. All this enables is mobile data whilst roaming. It's separate from (what would be) "voice roaming" or indeed "is roaming enabled on my SIM", which is what catches a lot of users out.

MB_007 · ‎07-04-2025

Correct, OPTUS is always the selected MNO when auto is enabled and flight toggled. Why would data roaming be activated and not voice roaming? How do ai get voice roaming activated?

Leanne_T · ‎07-04-2025

Morning @MB_007

Thanks for coming to the community.

If you get in touch with our tech guides they can make sure you have full roaming set up for calls and data and help you get this sorted.

Please see the Contact Us page for ways to get in touch from abroad.

Leanne.

MB_007 · ‎08-04-2025

I have spoken with two Tier 2 CS technicians in the past 24 hours and unfortunately neither has been able to fix the issue. I am still unable to make local calls or call voicemail, nor am I able to receive calls. Both techs confirmed that all voice permissions were set up correctly on my account and are baffled as to why I cannot make calls. This is now going on 4 days without a proper resolution.