Unable to receive calls roaming Thailand

[travel_nat]

We are roaming in Thailand and since May 20 we can no longer receive calls. From discussion many people roaming having exact same issue across at least 4 countries I am aware of, all with EE sims.

We have tried in country (Thailand) and from numbers in the UK. Result is straight to voicemail (or "number is not available message"). We have good connection and data working. This is occurring on both our EE SIMs, 1 android Samsung Galxy S23 and an iPhone 11.

Been able to receive calls correctly in Thailand previously in March and Vietnam in April. It is only since May 20 when all calls started going direct to voicemail.

Been on chat with EE for 7 hours yesterday. All steps taken:

• Manual connect to another operator (AIS is default network here). EE suggested operators the SIM will not allow connection. Same result.
• VM OFF and VM ON with multiple restarts at each step. Same result.
• EE support remotely reset Roaming settings, said "problem should be fixed". Same result.
• Factory reset network settings. Same result
• Airplane mode for 3 minutes, then turn on. Same result.
• I even bought a brand new phone here in Thailand to test, exactly same result.
• We have data and SMS fine but cannot receive calls.
• EE confirmed roaming all setup correctly, this is not the issue.

EE support admitted this is a known issue "they think they have fixed" but it is obvious it is not resolved.

This is incredibly frustrating and an extraordinarily poor technical service.

[travel_nat]

We are having the same issue in Thailand right now, and from discussion many people roaming having exact same issue across at least 4 countries I am aware of, all with EE sims. We cannot receive calls either, we have tried in country (Thailand) and from numbers in the UK. Result is straight to voicemail (or "number is not available message"). We have good connection and data working. This is occurring on both our EE SIMs, 1 android Samsung Galxy S23 and an iPhone 11.

Been on chat with EE for 7 hours yesterday. All steps taken:

• Manual connect to another operator (AIS is default network here). EE suggested operators the SIM will not allow connection. Same result
• VM OFF and VM ON with multiple restarts at each step. Same result.
• EE support remotely reset Roaming settings, said "problem should be fixed". Same result.
• Factory reset network settings. Same result
• I even bought a brand new phone here in Thailand to test, exaxtly same result.
• We have data and SMS fine but cannot receive calls.
• EE confirmed roaming all setup correctly

EE support suggested this is a known issue "they think they have fixed" but it is obvious it is not resolved.

Best of luck as EE support seem to have no idea how to resolve.

[Schockwave]

@travel_nat , have you tried switching off 5G? You can do that by going to settings and changing it there? You should then try using 4G, this on the IPhone is under mobile services, roaming and you can change it, not sure whether it is the same for Android. 

Also, if you have dial assist on, try switching that off.

[bristolian]

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@travel_nat wrote:

• EE support remotely reset Roaming settings, said "problem should be fixed". Same result.

EE support suggested this is a known issue "they think they have fixed" but it is obvious it is not resolved.

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If your roaming has previously worked in this same country/on the same network, but has now stopped working, this is most likely a network-end issue... the only realistic check you can do, is to manually swap between local networks to ensure it's not an operator-specific issue.

If this fails to resolve, you've done the right thing in reporting to EE-CS. What was their response when you pointed out that their suggested fixes hadn't resolved? The correct one would be to escalate further - most likely resulting in a single-user fault (with an INC reference) being raised.